Try our new research platform with insights from 80,000+ expert users

Clarity SM vs JIRA Service Management comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

ROI

Sentiment score
8.5
Clarity SM yields satisfactory ROI; larger organizations benefit more, but simpler tasks might incur unnecessary costs, with limited data available.
Sentiment score
7.6
JIRA Service Management improves efficiency, enhances task management, and offers high ROI with organized workflows and reduced compliance issues.
 

Customer Service

Sentiment score
7.0
Clarity SM's customer and technical support receives mixed reviews, praised for knowledge but criticized for inconsistent and slow resolutions.
Sentiment score
6.9
Atlassian's customer service is generally helpful, but quality varies; local partners and online resources enhance support options.
 

Scalability Issues

Sentiment score
7.1
Clarity SM efficiently scales for thousands, adapting to various environments and processes, proving reliable for large enterprises.
Sentiment score
7.7
JIRA Service Management excels in scalability and adaptability, benefiting organizations with versatile usage and cloud or data center configurations.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
 

Stability Issues

Sentiment score
7.3
Clarity SM offers stable performance with improved reliability, though larger deployments face challenges; system configuration is crucial.
Sentiment score
7.9
JIRA Service Management is stable, reliable, with minimal issues, though some improvements are needed in user permissions governance.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
 

Room For Improvement

Clarity SM requires updates in scalability, UI modernization, integration, reporting, mobile experience, customization, stability, and comprehensive documentation.
JIRA users face integration issues, usability challenges, and desire better reporting, UI, AI, workflow management, and cost-effective plugins.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
The interface could be made easier to use.
 

Setup Cost

Enterprise buyers find Clarity SM pricing competitive but express concerns about cost management and prefer its flexible licensing models.
JIRA Service Management offers competitive pricing with costs starting at $10-$25 per user monthly, varying by organization size.
 

Valuable Features

Clarity SM offers robust ticket management, seamless integration, customization, automation, and ITSM support, enhancing security, scalability, and user satisfaction.
JIRA Service Management offers customizable, efficient ticketing and workflow management with seamless tool integrations, enhancing project collaboration and service delivery.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
It is beneficial if someone is on vacation since others can follow up on the tickets.
 

Categories and Ranking

Clarity SM
Ranking in Help Desk Software
21st
Ranking in IT Service Management (ITSM)
19th
Average Rating
7.8
Reviews Sentiment
7.0
Number of Reviews
107
Ranking in other categories
No ranking in other categories
JIRA Service Management
Ranking in Help Desk Software
2nd
Ranking in IT Service Management (ITSM)
2nd
Average Rating
8.2
Reviews Sentiment
7.1
Number of Reviews
85
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of February 2025, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.1%, down from 1.2% compared to the previous year. The mindshare of JIRA Service Management is 10.9%, down from 12.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
IT Service Management (ITSM)
 

Featured Reviews

Türker Kara - PeerSpot reviewer
Quite good back-end architecture for end users but the API is very, very bad
Our company uses the solution for system, program, service request, change, and knowledge-based management.  We perform CMD authorizations and use a lot of integrations for our in-house or third-party applications. We also use Salesforce automations and Microsoft orchestrations.  We have about…
Karim Yousef - PeerSpot reviewer
Efficiently track and document projects with seamless tool integration
We are a management warehouse that provides services to different customers in different sectors. Primarily, we serve the banking sector and the military sector. We manage all the software delivery projects through tools such as JIRA Service Management or TFS Confluence is a great tool for…
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
832,138 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
16%
Manufacturing Company
12%
Financial Services Firm
12%
Real Estate/Law Firm
8%
Computer Software Company
19%
Financial Services Firm
9%
Manufacturing Company
8%
Government
7%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

What do you like most about Clarity SM?
It is the most stable product in the market.
What is your experience regarding pricing and costs for Clarity SM?
The solution is quite reasonable compared to other solutions in the market.
What needs improvement with Clarity SM?
They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they...
What do you like most about JIRA Service Management?
JIRA Service Management is a very user-friendly solution.
What is your experience regarding pricing and costs for JIRA Service Management?
While JIRA Service Management saves time, direct cost savings are challenging due to licensing fees. Currently, it costs around $150 to $200 per user, a significant expense, especially given the la...
 

Also Known As

CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
JIRA Service Desk
 

Overview

 

Sample Customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada
Find out what your peers are saying about Clarity SM vs. JIRA Service Management and other solutions. Updated: January 2025.
832,138 professionals have used our research since 2012.