We performed a comparison between Clarity SM and SCSM based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."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."
"It's fairly easy to use, from a UI standpoint."
"As of late, I really like the BI functions."
"It has a good GUI interface."
"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."
"Right now, we are starting to be dependent on the CMDB a lot."
"The database and the power that is driven behind the database."
"Time sheets are a powerful tool."
"The solution is quite easy to integrate with other Microsoft products."
"A very convenient package like an all-in-one tool but it is actually five or six products acting well together."
"The most requested feature from our customers is the helpdesk ticketing system."
"This solution is easy to use."
"The most valuable feature is the reporting of incidents."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The call logging is the solution's most valuable feature. It's very easy to use."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"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."
"Report solutions are a little short."
"The upgrade was pretty complex."
"If I had to choose, it would be more around the user interface than the mobile experience."
"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."
"More user experience in the look and feel of the application. "
"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."
"They really want user names in the document owner and subject expert fields, and that is just not practical."
"Mobile application integration would be an improvement."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"The configuration could be easier."
"My company had planned a few months ago to apply SCSM over the cloud in order to provide updates, like regular updates, but it had to be put through a few tools from Microsoft on the cloud, which was not easy."
"One of the disadvantages in this product is that the reporting module is not very easy. It requires SQL development skills, which not all customers or IT professionals have."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"There is no development with this product, and we had to go and buy additional ITSM solutions to sit on top of it. We had to buy products from companies like Cireson and Cased Dimensions in order to get the functionality that we need out of it. So, we're using Service Manager as an engine, rather than as a full-blown product. It is the engine, but we have other products sitting on top of it to make it work properly."
"The user interface needs to be improved."
Clarity SM is ranked 18th in IT Service Management (ITSM) with 107 reviews while SCSM is ranked 11th in IT Service Management (ITSM) with 23 reviews. Clarity SM is rated 7.8, while SCSM is rated 7.0. 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 SCSM writes "Helps us manage IT operations, including incident and service requests, but could be easier to create reports". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas SCSM is most compared with ServiceNow, ManageEngine ServiceDesk Plus, JIRA Service Management, BMC Helix ITSM and BeyondTrust Remote Support. See our Clarity SM vs. SCSM report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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