We performed a comparison between Clarity SM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."As of late, I really like the BI functions."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Scalability is very good. We have scaled to more users and more functionality."
"The most valuable features are the requests and incident tracking."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We can search open and closed cases to find what we have done in other incidents."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"Its integration is most valuable. It is pretty open for integration."
"This is a flexible tool for logging and tracking issues efficiently."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Developing processes is easy and user-friendly."
"The initial setup is pretty easy."
"I find the Kanban chart where we put each story in to be the most valuable feature. We use the Kanban chart to revise the project every morning in our five-minute meeting."
"The simplicity is good for our clients. The price is good."
"Easy to use and user-friendly."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"We would like more information about all the configurations that we have on our infrastructure side."
"It doesn't yet have the ability to integrate with other products."
"More user experience in the look and feel of the application. "
"One area that this product can improve is in the mobile user aspect."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"JIRA Service Management could include more AI features."
"The performance in cloud service management could be improved."
"There should be better connections with access management. They should improve the connectivity."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"In the Turkish market, the biggest problem is that they are looking for a server type of solution, but when it comes to Jira Service Management, Atlassian is a remote type of license. There are just two different options, data center and cloud."
"The reporting function of this solution, particularly the filters in the portal, could be improved."
"SaaS version for large organizations (more than 2000 users) is not available."
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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