We performed a comparison between Clarity SM, Ivanti Neurons for ITSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
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"The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It has a good GUI interface."
"Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies."
"This product has so many adjustment possibilities for many different clients."
"Modules of integrated ITIL managers."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"The UI is very user-friendly."
"HEAT Service Management is good for asset and service desk management. It is the focal point for this solution."
"The integrations are quite simple and clear."
"The solution is easy to use and has a user-friendly interface"
"The solution's installation depends on its customization. It is easy."
"The solution's technical support is excellent. I rate the technical support a ten out of ten."
"This is an excellent alternative to ServiceNow for smaller companies."
"I like Cloud Neurons. Since it's a cloud version, it's much easier to enhance productivity because it collects all the information automatically."
"Primarily, I believe the focus lies on discovery, workflow configuration, and automation."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"The product needs to have a better user experience in the interface and mobile functionality."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"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."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The API is very, very bad so we developed our own."
"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."
"Sometimes I can't get the reports that I want until I go to the manager. They need to put more into the new reports. The standard reports are great, but there do not communicate as much."
"The user interface must be made simpler and more effective."
"We'd like more integration with solutions like SolarWinds."
"Ivanti Neurons for ITSM is not a user-friendly tool when compared to ServiceNow."
"Configuration requirements are extensive, even in basic Service Desk processes."
"Ivanti Neurons for ITSM's support model is not very strong. You should buy professional services. Its self-service portal and survey are extremely lacking. You cannot customize it, and it doesn't look very good. The solution does not have a strong community."
"Perhaps one area that could see enhancement is at the hardware level, particularly regarding endpoint control."
"I have had to open a few support tickets with the HEAT Service Management. They are very good but there are some areas that they could improve on."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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