We performed a comparison between Clarity SM, JIRA Service Management, and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"The solution's back-end architecture is very good for end users."
"When users have a problem, they report using Service Desk and it is very useful for this."
"Scalability is very good. We have scaled to more users and more functionality."
"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."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"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."
"The view it provides into who's doing the work."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."
"The dashboards are nicely laid out."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"In Jira Service Management, the most beneficial features are process improvement, workflows, and escalations."
"The dashboards in Jira have been the most useful feature."
"The product is not lacking anything that a QA will want to use."
"Allows customized processes for our service contracts."
"JIRA helps integrate Kanban Board features and for this reason what it does it does well."
"Its flexibility and ease of customization are its most valuable features."
"It can adapt to any process in the organization."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"The initial setup is easy."
"It helps to register things, to see the changing parts, and to correlate incidents."
"Service Manager's best features are flexibility and customizability."
"Technical support is pretty good."
"Micro Focus Service Manager is fine. It's a good solution for small accounts with minimal reporting. Micro Focus is a good option because you don't have to worry about the budget."
"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."
"If I had to choose, it would be more around the user interface than the mobile experience."
"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."
"More user experience in the look and feel of the application. "
"One area that this product can improve is in the mobile user aspect."
"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."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"The monitoring tool is in need of improvement."
"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."
"Cost has prohibited us from switching entirely to this solution."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"We have tried exporting some of the test cases into Jira from Excel. The interface for that isn't very user-friendly."
"If I need a new feature, JIRA requires me to pay for all users when only specific people use that add-on. I should not have to pay for everyone, so this is an area for improvement."
"As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve."
"Include a split configuration in a layer part to allow cloud services to have almost full admin rights in SaaS."
"JIRA Service Management could include more AI features."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"Pure cloud-based native functionality is lacking."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"I don't see anything lacking."
"There should be some front desk provided or some options to let our users serve themselves, because we have about 5000 servers and 400 applications."
"The product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
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