We performed a comparison between Clarity SM and IBM SmartCloud Control Desk based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The database and the power that is driven behind the database."
"It has a good GUI interface."
"It is the most stable product in the market."
"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."
"Right now, we are starting to be dependent on the CMDB a lot."
"We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."
"SLA integrations, reports, and integration with other applications are the most valuable."
"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."
"A feature I found most valuable in IBM SmartCloud Control Desk is the service request. Another feature I like most about the solution is IT asset management, which tells you who owns a specific asset in the company and from which date."
"The most valuable are its flexibility and agility. It's quick to change it, to adapt it to your needs. That's the most important for us."
"The solution is very easy to work with."
"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."
"The solution has been stable."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"There are some issues regarding the knowledge base and the configuration manager."
"More user experience in the look and feel of the application. "
"They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."
"The API is very, very bad so we developed our own."
"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."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"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 solution lacks a graphical user interface."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"The reporting in relation to updating could be improved upon."
"It could use more facility or flexibility for reporting, and business intelligence in the tool."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while IBM SmartCloud Control Desk is ranked 22nd in Help Desk Software with 9 reviews. Clarity SM is rated 7.8, while IBM SmartCloud Control Desk is rated 7.6. 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 IBM SmartCloud Control Desk writes "Stable but clunky and lacks a user interface". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas IBM SmartCloud Control Desk is most compared with ServiceNow and SymphonyAI IT Service Management.
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