We performed a comparison between Clarity SM and ManageEngine ServiceDesk Plus based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."The UI is very user-friendly."
"It's fairly easy to use, from a UI standpoint."
"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."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"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."
"You can customize it and make it work to the client's needs."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"The initial setup is pretty straightforward."
"I like how it can be integrated and expanded with other ManageEngine products."
"Easy to setup with a user-friendly interface that works well on cloud. It has a lot of important features: workflow builder, configuration management database, and recorded solutions."
"There are a lot of great templates that you can take advantage of."
"I am enjoying the report features, they are quite good."
"The product scales up effortlessly and you can easily add users."
"The solution is free for up to five users."
"What I found most valuable in ManageEngine ServiceDesk Plus is its ticketing function plus change management, which helps us monitor all service requests within the team and even extend the requests to level two support."
"This solution has provided a way to manage request tracking and resolution."
"They should enhance the service desk manager's service point function to be more customizable."
"One area that this product can improve is in the mobile user aspect."
"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 CA products integrate well together but I would like to see better integration with third-party solutions."
"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"If I had to choose, it would be more around the user interface than the mobile experience."
"A 360-degree view of the asset life cycle should be integrated with the service desk to provide better understanding and asset management."
"The reporting capabilities are not as good as Ivanti's. So, ManageEngine could certainly improve on that."
"The service delivery could be improved."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
"The UI for the app needs improvement."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."
"There is room for improvement in the automation. ManageEngine ServiceDesk Plus should take note of repeated incidents and automatically offer solutions to them."
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Clarity SM is ranked 22nd in Help Desk Software with 107 reviews while ManageEngine ServiceDesk Plus is ranked 4th in Help Desk Software with 57 reviews. Clarity SM is rated 7.8, while ManageEngine ServiceDesk Plus is rated 8.0. 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 ManageEngine ServiceDesk Plus writes " Easy to configure and affordable compared to other software options". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support and Agiloft ITSM ITIL Service Desk Suite, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and SCSM. See our Clarity SM vs. ManageEngine ServiceDesk Plus report.
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