Clarity SM Reviews

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 4,000 users at our bank with no immediate plans to increase usage. 

The solution's back-end architecture is very good for end users. 

We used the solution for two purposes. When working for a banking client, we used it to report incidents and change order-related requests for internal banking employees. Currently, for clients in the telecom industry, we are using it from a service management perspective for end users.

The solution's most valuable feature is customization. It provides different components to customize the service desk manager whenever needed.

We are a partner with CA Technologies, and we've done major implementations of Clarity for around 40 to 50 different customers of various sizes. Some are small, while others have a massive infrastructure running multiple instances of the CA Service Desk. It's deployed exclusively on-premises, and that's one of the reasons CA is losing market share: It doesn't offer a cloud solution.

Our customers implement Clarity for incident, change, process, configuration, and problem management. The service catalog is another popular feature they use. Clarity offers process automation as well. You can make multiple dynamic workflows to compile or integrate those processes. 

Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want. It adopts native languages as well. 

We are using Clarity SM mainly for managing IT tickets, such as incident requests, problems, and changes. There is a cloud version available, but we are not ready for this yet.

The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well.

We use the solution primarily for call logging and checking, but we also use it with other products that are related to CA. It's mainly for monitoring and event management from the infrastructure management perspective which integrates or interfaces into CA SDM for ticket logging. We also use it to check the SLA using what is referred to as the embedded service desk. We're about to introduce service catalog. It's one of the CA products that integrate nicely with it so we'll be using the new features of self-service and the xFlow engine. I'm an ITSM specialist and we have a partnership with Clarity SM. 

From a cost perspective, we don't have a very big service desk. We have many service agents because there's a facility that allows people to log onto the system and raise their own tickets. It saves people from having to wait for the service desk. From the company perspective, it saves us resources in the service desk. From a cost perspective, it counts. The fact that xFlow has got the self-service that's linked to knowledge management, means people are also able to solve their own problems without necessarily requiring tickets through the entire life cycle of second line support. From a quick resolution point of view, that has helped a lot.

Our primary use case is for ticketing. I'm a senior engineer.  

The UI is very user-friendly. 

We use it for our incident request processes and also our change-over processes as well as our problem processes. It's our main CMDB.

It's a very flexible platform. 

You can customize your own things and your own processes. You can easily extend the natural processes and you can customize what you need to. 

It's easy and it's not affected by upgrades. 

The initial setup is pretty straightforward.

We are a solution provider and this is one of the systems that we implement for our clients.

This solution covers most of the IT lifecycle. The emphasis is mainly on incident management, change management, program management, and request fulfillment. We also have the System Management patch for network monitoring. 

As of late, I really like the BI functions.