"The most valuable features are problem management and change management."
"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."
"Self-service interface means people can check their own tickets."
"The UI is very user-friendly."
"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."
"The initial setup is pretty straightforward."
"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."
"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."
"Application service mapping, GRC, SecOps, and things like that need improvement."
"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."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"It doesn't yet have the ability to integrate with other products."
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
Cherwell Service Management is ranked 28th in Help Desk Software with 2 reviews while Clarity SM is ranked 14th in Help Desk Software with 5 reviews. Cherwell Service Management is rated 7.0, while Clarity SM is rated 7.2. The top reviewer of Cherwell Service Management writes "A scalable solution with good discovery, integration, and orchestration features, but application service mapping, GRC, and SecOps need improvement". On the other hand, the top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". Cherwell Service Management is most compared with ServiceNow, BMC Helix ITSM, Ivanti Service Desk , JIRA Service Management and SCSM, whereas Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and Freshservice. See our Cherwell Service Management vs. Clarity SM report.
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