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Clarity SM vs SCSM 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:
 

Customer Service

No sentiment score available
Clarity SM's customer and technical support receives mixed reviews, praised for knowledge but criticized for inconsistent and slow resolutions.
Sentiment score
6.7
SCSM support experiences vary with enterprise size, issue severity, and costs, leading many to seek alternative assistance.
Response times are slow, and engineers often lack the necessary product knowledge.
 

Room For Improvement

Sentiment score
4.6
Clarity SM requires updates in scalability, UI modernization, integration, reporting, mobile experience, customization, stability, and comprehensive documentation.
Sentiment score
4.9
Users seek enhancements in SCSM's interface, integration, stability, pricing, support, administration, and compliance for improved user experience.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
 

Scalability Issues

Sentiment score
6.5
Clarity SM efficiently scales for thousands, adapting to various environments and processes, proving reliable for large enterprises.
Sentiment score
7.3
SCSM offers scalable solutions for enterprises, integrating with SCOM, but may face resource limitations affecting performance.
From an admin point of view, Intune has more features and is easier to manage.
 

Setup Cost

No sentiment score available
Enterprise buyers find Clarity SM pricing competitive but express concerns about cost management and prefer its flexible licensing models.
Sentiment score
2.0
SCSM pricing is complex, with mixed user reviews, enterprise discounts, and potential extra costs for third-party integrations.
 

Stability Issues

Sentiment score
8.5
Clarity SM offers stable performance with improved reliability, though larger deployments face challenges; system configuration is crucial.
Sentiment score
8.7
Many users find SCSM stable, with improvements noted, despite some concerns about cloud transitions and reporting speed.
 

Valuable Features

Sentiment score
8.5
Clarity SM offers robust ticket management, seamless integration, customization, automation, and ITSM support, enhancing security, scalability, and user satisfaction.
No sentiment score available
SCSM excels in integration, user-friendliness, ITIL support, incident management, reporting capabilities, and offers scalability and security enhancements.
SCCM provides remote tool functionality, which is not in Intune.
 

Categories and Ranking

Clarity SM
Ranking in Help Desk Software
21st
Ranking in IT Service Management (ITSM)
20th
Average Rating
7.8
Reviews Sentiment
6.9
Number of Reviews
107
Ranking in other categories
No ranking in other categories
SCSM
Ranking in Help Desk Software
15th
Ranking in IT Service Management (ITSM)
13th
Average Rating
7.0
Reviews Sentiment
5.8
Number of Reviews
26
Ranking in other categories
No ranking in other categories
 

Mindshare comparison

As of November 2024, in the IT Service Management (ITSM) category, the mindshare of Clarity SM is 1.2%, up from 1.2% compared to the previous year. The mindshare of SCSM is 2.0%, down from 2.0% 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…
Hossam Hussein - PeerSpot reviewer
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator. Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box. The setup process could be improved. In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.
report
Use our free recommendation engine to learn which IT Service Management (ITSM) solutions are best for your needs.
816,406 professionals have used our research since 2012.
 

Top Industries

By visitors reading reviews
Computer Software Company
16%
Financial Services Firm
14%
Manufacturing Company
12%
Real Estate/Law Firm
7%
Government
24%
Financial Services Firm
11%
Manufacturing Company
11%
Computer Software Company
10%
 

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 SCSM?
The solution offers good productivity at a low price point.
What is your experience regarding pricing and costs for SCSM?
We acquired SCSM for free with our Microsoft Endpoint Manager purchase, and we only paid for the integration process.
What needs improvement with SCSM?
The major issues with SCSM include its severe slowness, especially on the client side, and the lack of comprehensive reporting tools. It also lacks clear future development and improvement from Mic...
 

Comparisons

 

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
System Center Service Manager
 

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
Fibabanka, UMC Health System
Find out what your peers are saying about Clarity SM vs. SCSM and other solutions. Updated: November 2024.
816,406 professionals have used our research since 2012.