We performed a comparison between Clarity SM and Ivanti Service Desk [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The view it provides into who's doing the work."
"the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Right now, we are starting to be dependent on the CMDB a lot."
"The UI is very user-friendly."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"As of late, I really like the BI functions."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"The most valuable features of the Ivanti Service Desk are service requests and incident management."
"The initial setup was quite simple; installing just took a few minutes."
"It is highly configurable with PinkVERIFY status."
"Ivanti offers us the flexibility to transform it from purely an internal IT tool to something we can use across multiple departments. There's now a queue of departments waiting to onboard and get their processes built. The flexibility within the workflow is excellent."
"The best feature is that SLAs are automatically tracked, so when we breach something, we can set up email escalations as well."
"Incident management is a valuable feature."
"Incident management and service request management features are the most valuable."
"The tool supports a lot of standard reporting KPIs."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"The interface for the users is a bit old-fashioned and not user-friendly."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"It doesn't yet have the ability to integrate with other products."
"They should enhance the service desk manager's service point function to be more customizable."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"When we need to implement changes, it usually takes two to three days to happen, making it a very time-consuming process."
"Ivanti Service Desk could improve the GUI because it is not as good as other solutions, such as BMC or ServiceNow. If Ivanti Service Desk works on the GUI and makes it more user-friendly, and its content more attractive it might help the solution in the long run."
"The documentation for migration which includes migration from one version to another or cloud to on-premises is not available in detail. There is no proper planning on metadata updates. I am not able to do the data movement with the package push."
"The mobile service is minimal and doesn't provide sufficient capabilities."
"The administrative side of it could be a little more intuitive. This is the side that you use to do customizations. It is very customizable, but it could be a bit more intuitive and user-friendly. Their support can also be better in terms of response time. Currently, their response time is a little slow."
"You must be very technical to configure it."
"You have limited ability to customize how Ivanti renders. It's a fairly strict design that doesn't offer you much freedom to alter the rigid, two-column layout on the screen. You can choose between one column or two, but that's about it. The presentation is probably the biggest weakness."
"The interface can be improved. It can be made more interactive for self-service users."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while Ivanti Service Desk [EOL] doesn't meet the minimum requirements to be ranked in Help Desk Software with 8 reviews. Clarity SM is rated 7.8, while Ivanti Service Desk [EOL] 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 Ivanti Service Desk [EOL] writes "Scalable but interface can be improved". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas Ivanti Service Desk [EOL] is most compared with ServiceNow, JIRA Service Management, Cherwell Service Management, Freshservice and ManageEngine ServiceDesk Plus.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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