If you were talking to someone whose organization is considering Clarity SM, what would you say?
How would you rate it and why? Any other tips or advice?
We are currently two versions behind but we are in a project to upgrade to the latest version, 17.2. It is appealing to me because I will have access to the AIOps modules. I am also interested in moving to the cloud-based solution because it is easier to deploy. There are better technologies available in the cloud, it is easier to manage, and there is a high availability aspect. I think that it would be much better but we are often restricted by the customer, who cannot always have data on the cloud. For example, two of our customers are state-owned enterprises and their data cannot be on the cloud for any reason. My advice to anybody who is implementing this solution is to use the cloud-based deployment, rather than host it on-premises. I would rate this solution an eight out of ten.
My advice to anybody who is implementing this solution is to be patient. It is going to take effort and time to properly deploy. I would rate this solution a seven out of ten.
We're using an older version of the solution. It's my understanding that in the 17.2 version there is a completely different customer portal. I would recommend the solution, even though we are leaving it behind. I know another big company in Poland, which is an insurance company. They use this product and they've upgraded to the latest version. They have good knowledge and good experience with this product and they are using also the CMDB and the knowledge database, which is more of the product than we use. They are quite satisfied with the results they get from it. I'd rate the solution seven out of ten.
Try to focus on Knowledge Management and CMDB. Use CA Productivity Accelerator to learn and automate CMDB integration as much as possible.
It is quite a good product, and it's stable. They have a lot of features that you can customize to your organization. Everything should be automated, because if you are trusting on users to create their information, it will be not the truth on the moment. Most important criteria when selecting a vendor: * Stability of the vendor * Support * How the vendor is positioned in the market.