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Clarity SM pros and cons

Vendor: Broadcom
3.9 out of 5
1,138 followers
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Pros & Cons summary

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Prominent pros & cons

PROS

Clarity SM features an integrated suite of ITIL managers, enhancing efficiency in problem and change management processes.
The system is highly customizable, catering to various client needs, and supports significant flexibility in its operations.
Clarity SM excels in incident tracking and problem resolution, providing a comprehensive view into organizational issues and their management.
It supports a scalable architecture, efficiently handling increased user demands and expanding functional requirements.
Clarity SM automates numerous tasks which previously required manual intervention, significantly improving operational efficiencies.

CONS

High availability and native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog, and CA Unified Self-Service need improvement.
Support, upgrades, and configuration management database structures are complex and lack efficiency.
API and reporting tools require significant enhancements for better performance and usability.
Documentation on configurations and vendor support is inadequate, necessitating continuous updates and information.
Clarity tech support has deteriorated since Broadcom acquired CA Technologies, leading to decreased satisfaction among large enterprises.
 

Clarity SM Pros review quotes

it_user778689 - PeerSpot reviewer
Nov 26, 2017
It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process.
MM
Oct 6, 2020
Self-service interface means people can check their own tickets.
JV
Nov 26, 2017
the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.
Learn what your peers think about Clarity SM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
814,649 professionals have used our research since 2012.
it_user778839 - PeerSpot reviewer
Nov 26, 2017
It's fairly easy to use, from a UI standpoint.
PC
Oct 9, 2021
The initial setup is pretty straightforward.
it_user778941 - PeerSpot reviewer
Nov 26, 2017
It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones.
GG
Nov 26, 2017
Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies.
it_user779031 - PeerSpot reviewer
Nov 26, 2017
We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call.
it_user778992 - PeerSpot reviewer
Nov 26, 2017
Right now, we are starting to be dependent on the CMDB a lot.
it_user575832 - PeerSpot reviewer
Oct 21, 2017
The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers.
 

Clarity SM Cons review quotes

it_user778689 - PeerSpot reviewer
Nov 26, 2017
We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want.
MM
Oct 6, 2020
It doesn't yet have the ability to integrate with other products.
JV
Nov 26, 2017
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.
Learn what your peers think about Clarity SM. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
814,649 professionals have used our research since 2012.
it_user778839 - PeerSpot reviewer
Nov 26, 2017
I would like to see the API cleaned up.
PC
Oct 9, 2021
Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience.
it_user778941 - PeerSpot reviewer
Nov 26, 2017
Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times.
GG
Nov 26, 2017
​Compared to some of the other products, I think we are bit behind​.​
it_user779031 - PeerSpot reviewer
Nov 26, 2017
They really want user names in the document owner and subject expert fields, and that is just not practical.
it_user778992 - PeerSpot reviewer
Nov 26, 2017
We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented.
it_user575832 - PeerSpot reviewer
Oct 21, 2017
The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process.