We performed a comparison between Clarity SM and JIRA Service Management 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."We are benefiting by being able to put time to what our technicians are doing."
"The initial setup is pretty straightforward."
"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."
"The most valuable features are the requests and incident tracking."
"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."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"We can search open and closed cases to find what we have done in other incidents."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The most valuable features are the management tools."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."
"The most valuable feature of JIRA Service Management is a plugin we are using for the front end for simple user forms."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"I'm mainly working in the ITSM module of JIRA Service Management, and the integration between the system incident and how you can link all the records to the change makes it quite powerful."
"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."
"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."
"One area that this product can improve is in the mobile user aspect."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"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."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"At times you will need add-ons or additional software, so built-in features would be helpful."
"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."
"The search function could be improved. We have to search a certain way. There is no generic search; it is more object-oriented search."
"The solution needs to be integrated better with Office X5."
"Its UI is a bit overwhelming for new users. That has been the problem with Jira for a long time. If they could put some fields that we could use to simplify the UI, it would be good."
"The initial setup of JIRA Service Management can be complex for new users. There is a lot of configuration."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. 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 JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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