Clarity SM vs ConnectWise Manage comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between Clarity SM and ConnectWise Manage 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.
To learn more, read our detailed Clarity SM vs. ConnectWise Manage Report (Updated: November 2022).
654,218 professionals have used our research since 2012.
Featured Review
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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."

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"I also like ConnectWise's ability to set up queries. I can set up all these different queries that look for specific things and end up with a list of results, like feedback from the client or the ticket status.""The product has been pretty stable so far.""The initial setup isn't too difficult.""The ease of reporting is valuable. We have a weekly management meeting, and we gather numbers from ConnectWise in preparation for that. It is helpful for measuring how we're doing in our performance.""I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're searching for a project, quote, ticket, or an invoice, you can kind of pick and choose what you're looking for.""It's a nice ticketing system.""It's a pretty simple web interface. The rules engine was really easy to set up, and it ingests emails very well.""The search function is really good. To have a single place where we have the account information stored is probably most valuable."

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Cons
"There are some issues regarding the knowledge base and the configuration manager.""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.""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."

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"A lot of times, it'll take a couple of moments for things to go through. If you're not patient about it, it may seem like things aren't working.""The custom reporting needs to be improved.""There should be some improvements to the interface. It is not completely intuitive. When you click in a blank area of a screen, you'll find some options.""Sometimes it is a little bit slow, which is the only complaint I have about it.""Has a very outdated 90s interface and not all features are accessible via the mobile app.""All other ticket systems can search previous tickets, whether they were homegrown in Oracle or something else. I'm talking about searching the actual contents of the discussions in the ticket. In ConnectWise, you can only search the summaries. It's ridiculous.""The tracking inventory or the way it tracks the products is not very good.""Their reporting options aren't great. BrightGauge was something that we added on, and that enhanced the experience."

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Pricing and Cost Advice
  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • More Clarity SM Pricing and Cost Advice →

  • "The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a little bit restrictive as far as how they want to granularly assign licenses rather than having more of an all-inclusive package."
  • "We're paying $940 a month for 14 users."
  • "The pricing of ConnectWise Manage is reasonable."
  • "I have one monthly license for all of the ConnectWise products I use, and it's $85 per user."
  • More ConnectWise Manage Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:We would love to see it integrating with other products like Splunk for log collection, integration to SMS facilities. It requires some effort for developers to get some of the things working because… more »
    Top Answer: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… more »
    Top Answer:Out of all the service desk solutions I know, the one I know the best is CA SDM so I may be biased. I know there are many other options like ServiceNow and ManageEngine. I use Clarity and I would… more »
    Top Answer:I like the search function up top where if you know what you're searching for, you can find it pretty quickly. Because you've got the option to change what the search parameters are, whether you're… more »
    Top Answer:The cost can be the main barrier. It's not a solution for a three person company. It just isn't going to be cost effective. Because ConnectWise Manage does have everything there, the licensing is a… more »
    Top Answer:There are some edit and mass edit functions that don't exist. You can mass delete tickets or mass move tickets from one board to another, but you can't mass change a company. So, if you've got 40… more »
    Ranking
    27th
    out of 58 in Help Desk Software
    Views
    1,434
    Comparisons
    1,005
    Reviews
    4
    Average Words per Review
    509
    Rating
    7.0
    6th
    out of 58 in Help Desk Software
    Views
    1,302
    Comparisons
    779
    Reviews
    12
    Average Words per Review
    627
    Rating
    8.2
    Comparisons
    Also Known As
    CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
    Learn More
    Overview

    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...

    What is ConnectWise Manage?  

    ConnectWise Manage is a proven Professional Service Automation (PSA) solution that works with your Managed Service Provider (MSP) or Technology Success Provider (TSP) to ensure everything is working right. ConnectWise Manage will create a single view via a single data layer, so you can clarify and streamline what’s actually happening in your business at all times.

    Here are some key features available with ConnectWise Manage:

    • Help Desk Automation: Help desk automation and workflow functionality are designed to streamline support operations by keeping your help desk responsive and productive no matter how challenging the issue is.
    • Cloud Billing: You will be able to bill, monitor, and manage your clients’ SaaS apps.  Cloud billing helps you easily manage, monitor, and bill for other public cloud services, such as Microsoft 365 and Cisco Cloud Solutions. You can automatically reconcile spreadsheets from any vendor, eliminate billing disputes, increase productivity and save money.
    • Project Management: You have the tools that your team needs to track the progress of multi-faceted projects and project milestones, so you can deliver what you promise to your clients on time, every time, and on budget. With customizable work plans, project templates, efficient dispatching, management-level visibility, and more, ConnectWise Manage helps keep projects running smoothly at all times.
    • Reporting: Leverage the ConnectWise Manage Reporting engine to make data-driven decisions with insights and metrics across all areas of your business. You get full visibility into all your projects and tickets your team is working on and see where the gaps in productivity are occurring and make real-time adjustments when necessary. You can easily reassign tasks or reroute tickets to ensure you never miss a deadline, projects are always finished timely, and client satisfaction is maintained. There are also reporting functions to help maintain inventory integrity and asset protection to guard your margins and keep your profitability continually growing.

    ConnectWise Benefits 

    • Improve Communication: Your teams will be aware at all times of the progress of the project or tickets, etc. Everyone is focused on the same goal and the same outcome moving in the same direction, keeping the workflow running smoothly and making for a very profitable business process.
    • Improve Client Relations: Clients will have a greater satisfaction level when they can see how smoothly everything is progressing and that the staff and teams are accountable to achieve success. The ConnectWise Customer Portal offers clients an opportunity to interact with your team, which brings a greater improved value to the overall experience and gives everyone involved a greater level of confidence and satisfaction that the outcome will be a successful one.
    • Increase Productivity and Profitability: ConnectWise helps all your business processes run more smoothly and will even streamline the billing process, which will ultimately minimize cost, decrease inefficiencies, and improve profitability.

    Reviews from Real Users

    “It's completely integrated and does everything we want it to do,” says Rick M., director of business development at Frontblade Systems Inc. 

    Another reviewer, who is an IT specialist at a tech service company relates, “Reliable ticketing system, that is easy to install and is easy to scale”




    Offer
    Learn more about Clarity SM
    Learn more about ConnectWise Manage
    Sample Customers
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    IT Connexx, High Standards Technology Inc, Solvere One, MyIT, ConnectWise, Simpatico Systems, Fred IT Group, ECS, OneStop, K2 Technologies, Clark Integrated Technologies, Jmark, Geek on Wheels
    Top Industries
    REVIEWERS
    Healthcare Company27%
    Financial Services Firm23%
    Government7%
    Comms Service Provider4%
    VISITORS READING REVIEWS
    Computer Software Company27%
    Government8%
    Comms Service Provider6%
    Healthcare Company6%
    REVIEWERS
    Computer Software Company57%
    Non Profit14%
    Security Firm14%
    Energy/Utilities Company14%
    VISITORS READING REVIEWS
    Computer Software Company26%
    Comms Service Provider9%
    Construction Company6%
    Healthcare Company6%
    Company Size
    REVIEWERS
    Small Business20%
    Midsize Enterprise15%
    Large Enterprise66%
    VISITORS READING REVIEWS
    Small Business28%
    Midsize Enterprise10%
    Large Enterprise62%
    REVIEWERS
    Small Business83%
    Midsize Enterprise11%
    Large Enterprise6%
    VISITORS READING REVIEWS
    Small Business40%
    Midsize Enterprise16%
    Large Enterprise44%
    Buyer's Guide
    Clarity SM vs. ConnectWise Manage
    November 2022
    Find out what your peers are saying about Clarity SM vs. ConnectWise Manage and other solutions. Updated: November 2022.
    654,218 professionals have used our research since 2012.

    Clarity SM is ranked 27th in Help Desk Software with 4 reviews while ConnectWise Manage is ranked 6th in Help Desk Software with 13 reviews. Clarity SM is rated 7.0, while ConnectWise Manage is rated 8.2. The top reviewer of Clarity SM writes "Flexible and easy to customize but needs to update its user interface". On the other hand, the top reviewer of ConnectWise Manage writes "Its macros, shortcuts and custom queries are really helpful ". Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and Freshservice, whereas ConnectWise Manage is most compared with ServiceNow, JIRA Service Management, Datto Autotask Professional Services Automation, ManageEngine ServiceDesk Plus and Kaseya BMS. See our Clarity SM vs. ConnectWise Manage report.

    See our list of best Help Desk Software vendors.

    We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.