Clarity SM and JIRA Service Management compete in the service management category. Clarity SM shows strength in flexibility and data integration, appealing for complex SLA management, while JIRA Service Management benefits from its simplicity and strong collaborative tools, which are advantageous for agile development teams.
Features: Clarity SM provides flexibility in integrating with external databases, supports complex formulas for SLAs/KPIs, and offers a robust customizable service catalog. JIRA Service Management allows seamless project management, customizable workflows, and comprehensive integration capabilities, highlighted by its agile methodology aspects.
Room for Improvement: Clarity SM needs improvement in scalability, UX modernization, and reporting tool simplification. JIRA Service Management is impacted by limited project management features, reliance on add-ons, and a need for enhanced mobile integration and simplified configurations.
Ease of Deployment and Customer Service: Clarity SM is typically deployed on-premises, requiring significant resources and reporting mixed experiences with technical support. JIRA Service Management offers a balance of on-premises and cloud options, enabling better accessibility with notable community support and variable technical support.
Pricing and ROI: Clarity SM has an expensive, service-level based licensing model, better suited for large enterprises, but challenges smaller businesses. JIRA Service Management presents a competitive and straightforward pricing model, appealing to smaller to medium-sized businesses, yet costs may increase with additional features and users.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
We need to consider which AI tool would be most suitable for our project.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
We used Jira's free version for some time.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
It is beneficial if someone is on vacation since others can follow up on the tickets.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 8.0% |
| Clarity SM | 1.5% |
| Other | 90.5% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 24 |
| Large Enterprise | 33 |
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...
JIRA Service Management is Atlassian’s IT service management (ITSM) solution. It unlocks all teams at high velocity by:
1. Accelerating the flow of work between IT teams, development teams, and business teams
2. Empowering teams to deliver their service more quickly
3. Bringing visibility to their work
Built on JIRA, JIRA Service Management enables best practices across request, incident, problem, change, knowledge, asset, and configuration management so that teams can streamline collaboration between themselves. More than 30,000 customers of all sizes rely on JIRA Service Management to deliver service.
JIRA Service Management Features
JIRA Service Management has many valuable key features. Some of the most useful ones include:
JIRA Service Management Benefits
There are many benefits to implementing JIRA Service Management. Some of the biggest advantages the solution offers include:
Reviews from Real Users
JIRA Service Management stands out among its competitors for a number of reasons. Some of these include its stability, its easy customization, and its seamless integration with other solutions. PeerSpot users take note of the advantages of these features in their reviews:
Abhishek S., a Program Lead at PureSoftware, writes of the solution, “You can scale the solution whether it is deployed to the cloud or the data center. While we might have up to 5,200 people using the solution, we do not require that many licenses, as only those dealing with the tickets are required to be licensed.”
Andrew B., a Technical Engineer at a consultancy firm, notes, “One of the valuable features is that an automatic response or action can be taken on tickets. We can have certain responses for tickets that contain keywords or are logged and tagged with certain labels.”
We monitor all IT Service Management (ITSM) 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.
