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Clarity SM vs ManageEngine ServiceDesk Plus comparison

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Featured Review
Find out what your peers are saying about Clarity SM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2022.
564,997 professionals have used our research since 2012.
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"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 in-service catalog is quite useful.""Time sheets are a powerful tool.""Self-service interface means people can check their own tickets.""As of late, I really like the BI functions.""The initial setup is pretty straightforward.""The most valuable features are the requests and incident tracking."

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"The software deployment we find quite valuable - being able to deploy software to multiple endpoints without having to worry about getting in touch with the end users.""Referring to its on-premises deployment, it is easy to use and easy to deploy. Cloud deployment is done on its own. It is very easy to navigate, and the GUI is quite friendly. In terms of product functionality, we really like the ESL version. We can host multiple instances of services on a single server, such as one help desk and multiple instances.""Overall, its integration is good. There is a lot of integration that we have done. All alerts are coming to ManageEngine ServiceDesk Plus. Its VIP feature is also very useful where you can specify who are our VIPs. When the service desk engineer picks up the call and gets the name, he or she knows that the person is a VIP and treats him or her accordingly. It also has a mobile interface. Anybody can use the app to log cases. It is easy for the end users as well as for the approving party. For the workflow, it is easier for senior managers to give approvals through the mobile interface.""The solution offers a lot of opportunities for integrations.""The most valuable feature is its ease of use.""ManageEngine is flexible and user friendly. Creating a ticket is quite easy. So is configuring SLA's and generating reports. It is straightforward to use.""CMDB as a baseline, incident management, service request management, and license management are valuable features. It offers really interesting features for complete use in an enterprise. You have one platform, and you could set up different service functions for HR, engineering, or another team in the same platform.""The solution overall has been quite stable."

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Cons
"It doesn't yet have the ability to integrate with other products.""Report solutions are a little short.""Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share.""The CA products integrate well together but I would like to see better integration with third-party solutions.""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.""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.""The cost of this solution is too high, which is why we're leaving."

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"The solution, overall, is expensive.""Compared to other ITSM tools, ServiceDesk will have to step up their knowledge base tools. If they could make it open enough to be integrated with other applications or other systems it would be very useful.""There are some performance issues. The solution we used before this ran through a centralized server for remote control and it was much more responsive than this one is. There is a bit of a lag with the remote control option.""It is sometimes a bit slow. If it can have a quicker response time, it would be good for users, service desk engineers, and technicians. For service requests, they don't have an SLA for each priority. For a service request, the SLA of response or resolution is only one irrespective of the priority. SLA should be different for each priority. For a ticket, there is no response SLA for the service request. For resolution SLA, that is, P1, P2, P3, or whatever you define, you still have the same SLA. It should be different.""It needs more customization and the ability to generate reports based on custom feeds. At present, if you create a custom feed in any form, you cannot create a report based on those criteria.""ManageEngine has developed and implemented new features in its cloud version. I would like to see the features extended to the on-premises version.""There's no native integrations between the systems.""Its reporting can be improved. It can have better analytics reports. Even though they provide integration with another tool called Analytics Plus to get those reports, it would be quite helpful to have them on the fly and out of the box. A lot of improvement is required in change management and release management. Their change management module is quite simple, and they need to do a lot of work on the change management module. The release management is out only on the cloud. It is not available in on-premises deployments. In the next release, I would like it to have effective project management. They do provide the project management and contracts management modules, but these modules need a bit of improvement."

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Pricing and Cost Advice
  • "Clarity offers a perpetual license. Customers purchase the license once and then pay for maintenance. CA provides a subscription model as well. Both models are available for our customers."
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  • "The only issue for us is the pricing, which is quite high in comparison with the competition."
  • "Its price is very lucrative. It would be great if the price can come down, but overall, its price is great. It is half or maybe one-third of the price of other market leaders."
  • "For 90 service agents and our need for a cloud solution with incident management and service request management, it annually costs around 12,000. If you need additional development or deployment support from the vendor, there might be an additional cost."
  • "We use the cloud model, which is subscription-based, and each year, the subscription fees seem to go up, making it a more expensive solution."
  • "It is cheaper than the competitors."
  • "As compared to a lot of systems out there, it is more affordable."
  • "Cost-wise, we're quite happy."
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    Questions from the Community
    Top Answer: 
    The initial setup is pretty straightforward.
    Top Answer: 
    Nowadays, the solution is not so cheap, If can be a bit expensive. When we did some research last year, we noted the pricing was near the top and on the more expensive side.
    Top Answer: 
    The user interface is a little bit old and not so mainstream. 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… more »
    Top Answer: 
    As compared to a lot of systems out there, it is more affordable.
    Top Answer: 
    We engage with customers or vendors from Europe looking at AIOps products as well as SOC, and one downside to the solution is there are no native integrations between the systems. We're not even aware… more »
    Ranking
    13th
    out of 55 in Help Desk Software
    Views
    1,750
    Comparisons
    1,117
    Reviews
    6
    Average Words per Review
    631
    Rating
    7.3
    3rd
    out of 55 in Help Desk Software
    Views
    6,452
    Comparisons
    4,962
    Reviews
    12
    Average Words per Review
    442
    Rating
    8.1
    Comparisons
    Also Known As
    CA Service Desk Manager, Clarity Service Management, CA Service Management, Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
    Learn More
    Overview

    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...

    ServiceDesk Plus is comprehensive help desk software with integrated asset and project management capabilities built on ITIL framework. ServiceDesk Plus is trusted by more than 100,000 organizations across 186 countries and is available in 29 different languages. With ServiceDesk Plus, IT organizations can leverage ITIL processes while unifying their help desk, asset management and project management activities in a single pane of glass.

    It is fully integrated and easy to set up - without extensive customization or integrations. It has rich automation that helps eliminate pesky manual processes for quicker ticket resolution and higher end user satisfaction.

    Features

    ServiceDesk Plus comes with a great balance of features to suit your business needs. The features available are listed below.

    Incident management: Gain control of your help desk

    With incident management you can pin incidents to the right technicians to ensure accountability and automate ticket workflows with automatic ticket dispatch, business rules, escalation, service level agreement, notification rules or alerts, preventive maintenance for timely ticket resolution. In other words, you can manage the entire lifecycle of an incident!

    Problem management: Go beyond firefighting

    Problem management helps you analyze the root cause and reduce recurring incidents in your IT, raise a new problem from within an incident, link related incidents to a problem and close them all at once! Further, you can provide temporary workarounds till you find a permanent fix to the problem.

    Change management: Manage changes with precision

    Manage your changes with precision. Streamline planning with roll out and back out plans, take informed decisions in the assessment, prioritization, and scheduling of changes with inputs from the Change Advisory Board (CAB), automated workflows to ensure that there are no more unauthorized or failed changes.

    Asset management: Track and manage assets with ease

    Discover, track, and manage your IT hardware and software assets in one place. Optimize asset utilization, avoid vulnerabilities, and ensure license compliance.

    IT project management: Deliver IT projects on time

    You can now manage multiple IT projects and requirements, plan releases, track progress, collaborate with team, and measure results, or in other words, manage all your IT projects efficiently. Break a full-blown project into milestones and tasks, set roles and provide access permissions, track the utilization of your resources, monitor the overall progress of your IT projects using colored Gantt charts, and do more to steer your IT projects to success!

    Purchases and contracts management: Track IT purchases and contracts

    Automate your supplier interactions and IT purchasing functions with full traceability and visibility, maintain master records for various vendors and track purchases from ordering to receipt and invoicing, reduce delays and cut unnecessary spending, track IT hardware and software contracts to improve compliance, associate assets and get proactively notified of contract expiry.

    Self service portal: Deflect tickets from your service desk

    Help users solve repeat incidents using a knowledge base and deflect tickets from your service desk, keep end users informed on ticket progress/approvals through automated notifications or make company-wide announcements of any outage or unplanned maintenance, auto suggest solutions during ticket creation and provide easy templates to create tickets.

    Service catalog: Showcase your IT services

    Showcase the offered IT services to your end user and give a new face to your IT. You can customize your workflow of delivering the service request specific to each service category. You can also setup approval process and service level agreements for each service request.

    CMDB: Get the bigger picture

    ServiceDesk Plus CMDB ensures effortless management of your entire IT infrastructure. Track and manage all configuration items and map their relationships and dependencies. Visually analyze the impact of changes and outages for informed decision-making.

    Service level agreement: Ensure timely service delivery

    Create SLAs and provide quality services on time to your end users. With the intuitive SLA management in ServiceDesk Plus, escalate proactively to four levels of hierarchy to ensure that your SLAs are met.

    Reports: Derive decisions with the right data

    Generate over 150+ inbuilt reports, custom reports, query reports and flash reports pertaining to various service desk modules like requests, problems, changes, assets, surveys, contracts, and purchase. Use real time dashboards to accurately reflect health of the service desk, create relevant custom reports and add them to your dashboard and take strategic decisions based on the current trend of your help desk performance!

    Extensions and integrations: Collaborate easily with other IT systems

    Enjoy tight integration with software that monitors and manages your networks, applications, desktops, and Active Directory. Get what you always wanted - 360 degree visibility of your IT!

    Offer
    Learn more about Clarity SM
    Learn more about ManageEngine ServiceDesk Plus
    Sample Customers
    Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini
    Tranter IT Infrastructure Services Limited, Sterlite Technologies, averda, Radiology Associates
    Top Industries
    REVIEWERS
    Healthcare Company28%
    Financial Services Firm22%
    Government7%
    Comms Service Provider4%
    VISITORS READING REVIEWS
    Computer Software Company34%
    Comms Service Provider13%
    Government7%
    Retailer5%
    REVIEWERS
    Reseller17%
    Government13%
    Computer Software Company13%
    Comms Service Provider8%
    VISITORS READING REVIEWS
    Computer Software Company25%
    Comms Service Provider24%
    Government7%
    Financial Services Firm5%
    Company Size
    REVIEWERS
    Small Business19%
    Midsize Enterprise15%
    Large Enterprise66%
    REVIEWERS
    Small Business35%
    Midsize Enterprise35%
    Large Enterprise29%
    Find out what your peers are saying about Clarity SM vs. ManageEngine ServiceDesk Plus and other solutions. Updated: January 2022.
    564,997 professionals have used our research since 2012.

    Clarity SM is ranked 13th in Help Desk Software with 7 reviews while ManageEngine ServiceDesk Plus is ranked 3rd in Help Desk Software with 15 reviews. Clarity SM is rated 7.2, while ManageEngine ServiceDesk Plus is rated 8.0. The top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". On the other hand, the top reviewer of ManageEngine ServiceDesk Plus writes "User-friendly interface with workflow builder, configuration management, and knowledge base functions". Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and vRealize Business for Cloud, whereas ManageEngine ServiceDesk Plus is most compared with ServiceNow, JIRA Service Management, SCSM, Zoho Desk and BMC Helix ITSM. See our Clarity SM vs. ManageEngine ServiceDesk Plus report.

    See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.

    We monitor all Help Desk Software 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.