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Clarity SM vs ManageEngine ServiceDesk Plus comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Nov 3, 2024
 

Categories and Ranking

Clarity SM
Ranking in Help Desk Software
21st
Ranking in IT Service Management (ITSM)
20th
Average Rating
7.8
Number of Reviews
107
Ranking in other categories
No ranking in other categories
ManageEngine ServiceDesk Plus
Ranking in Help Desk Software
3rd
Ranking in IT Service Management (ITSM)
4th
Average Rating
8.0
Number of Reviews
63
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the Help Desk Software category, the mindshare of Clarity SM is 1.1%, up from 1.0% compared to the previous year. The mindshare of ManageEngine ServiceDesk Plus is 7.3%, down from 8.1% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
 

Featured Reviews

Türker Kara - PeerSpot reviewer
Feb 24, 2023
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…
CarlosPerez7 - PeerSpot reviewer
Mar 15, 2023
Easy to configure and affordable compared to other software options
In my experience, I have implemented it at four different companies including Banyan Health Systems, Jessie Trice Health Systems, Harvard Maintenance, and another service-based company. I primarily use it to maintain different health systems One of the most valuable features of Service Desk Plus…

Quotes from Members

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

Pros

"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It is easy to tell what needs fixing and the priority of things."
"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.​"
"Modules of integrated ITIL managers."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"I rate the solution a ten out of ten for scalability."
"Incident Management is a good feature."
"The solution is free for up to five users."
"This solution has provided a way to manage request tracking and resolution."
"Its interface is most valuable. It is easy to use, and our customers find it amazing because of that. Nowadays, it is not only IT technicians who deal with tickets. People from HR and finance also handle tickets, and not all of them are tech-savvy, so it is nice for them to have an interface that they can easily relate to. They appreciate that."
"It's stable."
"It ensures the tracking of all costs for end-user issues."
 

Cons

"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"There are some issues regarding the knowledge base and the configuration manager."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"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."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"The product needs to have a better user experience in the interface and mobile functionality.​"
"More user experience in the look and feel of the application. ​"
"It would be better if they could just bring up interface changes because, from the past five years, I don't see any difference in the way or look and feel of the application."
"I think the user interface needs to be improved and needs to be enhanced to be more supportive to users."
"I would like to improve the task management module and analytics."
"The solution does not have an automated approach to integration with other ManageEngine products."
"There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option."
"The solution, overall, is expensive."
"There's no native integrations between the systems."
"Currently, I cannot configure more than one point of contact. I have the MSP version, and we have around 80 or 90 customers. I don't see the features where I can configure multiple contact points for a customer so that they're notified when we are having an outreach or when we want to send them a planned maintenance notification. Other things that are lacking are mapping SLAs with vendors and mapping back on the tickets."
 

Pricing and Cost Advice

"Pricing is simple, as it’s per concurrent analysts."
"It is a bit expensive, but you definitely get what you pay for. It is worth it!"
"There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
"I think pricing of this model is suitable for growing corporations."
"Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
"The pricing is based on a subscription model."
"The solution is quite reasonable compared to other solutions in the market."
"I don't see anyone other than large companies being able to afford this system."
"Pricing can always be improved and made more affordable."
"As compared to a lot of systems out there, it is more affordable."
"The prices are attractive. Customer can use a subscription if they do not have enough budget."
"ManageEngine ServiceDesk Plus is a reasonably priced product."
"On a scale from one to ten, where one is cheap and ten is expensive, I rate the solution's pricing an eight out of ten."
"The cost of licensing is approximately ten dollars per suite, per month. When scaling up, there are a lot of other expenses such as infrastructure, the telecommunication companies, etc."
"The licensing is around $10,000 per year."
"ManageEngine ServiceDesk Plus' price is very reasonable."
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Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
14%
Manufacturing Company
11%
Real Estate/Law Firm
7%
Educational Organization
60%
Computer Software Company
8%
Financial Services Firm
5%
Manufacturing Company
3%
 

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 ManageEngine ServiceDesk Plus?
The platform's most beneficial features are incident management, change management, request management, and asset management.
What is your experience regarding pricing and costs for ManageEngine ServiceDesk Plus?
I am not directly involved with the pricing and negotiations, but I am aware they are managed by the higher management of the company.
What needs improvement with ManageEngine ServiceDesk Plus?
ManageEngine ServiceDesk Plus could improve by offering a user-friendly environment similar to ServiceNow. It should also include more compatibility with different types of devices, especially conc...
 

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
No data available
 

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
Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
Find out what your peers are saying about Clarity SM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.