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."Logging every action in Service Desk Manager (SDM)."
"This product has so many adjustment possibilities for many different clients."
"It has a good GUI interface."
"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"We are benefiting by being able to put time to what our technicians are doing."
"The UI is very user-friendly."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"The most valuable feature is its ease of use."
"I rate the solution a ten out of ten for scalability."
"There's no problem with the software."
"ManageEngine provides additional modules that we can integrate in the future."
"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."
"The product scales up effortlessly and you can easily add users."
"The product is extremely user-friendly. It is easy to build the workflows and electronic forms."
"It was easy to implement. I didn't have a hard time. It was very quick, around 10 to 20 minutes."
"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."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"The UI needs to be upgraded."
"The upgrade was pretty complex."
"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."
"More user experience in the look and feel of the application. "
"The cost of this solution is too high, which is why we're leaving."
"They should enhance the service desk manager's service point function to be more customizable."
"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 service delivery could be improved."
"We'd like to have more integration into other platforms."
"ServiceDesk's reporting module could use an update. It looks outdated, and the interface could be more intuitive."
"For ITIL functions, it should be more complex, including financial functions. We are expecting it to be easier for customization within workflows and templates."
"It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different."
"Security could be better. It would be better if ManageEngine ServiceDesk Plus had really good defense products like BlackBerry. I can recommend BlackBerry for the defense part, but not the other things. For example, before we switched over to ManageEngine ServiceDesk Plus, we had issues with mobiles switching off cameras, and now it doesn't happen at all."
"Customization has room for improvement in ManageEngine ServiceDesk Plus."
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Clarity SM is ranked 23rd 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, IBM Maximo and Agiloft ITSM ITIL Service Desk Suite, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, Freshservice, BMC Helix ITSM and Zoho Desk. See our Clarity SM vs. ManageEngine ServiceDesk Plus report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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