Clarity SM and ManageEngine ServiceDesk Plus are contenders in the IT service management sector. ManageEngine ServiceDesk Plus appears to have the upper hand due to its ease of use and cost-effectiveness, while Clarity SM tends to be more expensive and complex.
Features: Clarity SM is highly customizable, supporting a wide variety of environments with its extensive service level management reports, SLA/KPI calculations, and IT process management. It also offers strong capabilities in external database integration. ManageEngine ServiceDesk Plus is known for its ITIL compliance and seamless integration with other modules. It has strong incident management, flexible asset and project management, and offers a user-friendly interface.
Room for Improvement: Clarity SM needs an updated UX and more scalability. Its reporting can be cumbersome, and it requires significant investment for integrations. Improvements in mobile support and reporting generation are also needed. ManageEngine ServiceDesk Plus needs better customization options for reports and faster interface updates. Improvements in integration with platforms like SharePoint, as well as enhanced automation and asset management, are requested.
Ease of Deployment and Customer Service: Clarity SM typically operates on-premises and has mixed reviews regarding customer service, ranging from excellent support to inconsistent problem resolution. ManageEngine ServiceDesk Plus offers both on-premises and cloud deployment options, known for easy configuration, although it has had occasional issues with technical support response times and integration support.
Pricing and ROI: Clarity SM is considered expensive and often beyond the reach of small businesses, offering robust but high-cost solutions mostly suited for large enterprises. ManageEngine ServiceDesk Plus provides a cost-effective alternative with flexible pricing, appealing to a broader range of organizations and delivering a strong ROI for those seeking a comprehensive ITSM solution without the financial burden associated with similar high-end products.
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
For customer support from ManageEngine ServiceDesk Plus, I can reach out via email or call directly to the support mobile number, and there is also a support portal to raise tickets.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced.
After integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.
All the services and critical functions we need are in one tool.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
| Product | Market Share (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 3.8% |
| Clarity SM | 1.4% |
| Other | 94.8% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 32 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
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...
ManageEngine ServiceDesk Plus (MSP) is a comprehensive help desk tool that has built-in asset and project management. MSP can be deployed in the cloud or on premises. The solution enables its users to track configuration changes, map relationships, and view graphical displays of data for more informed decision making.
The two main focus points of MSP are IT request tracking and asset management. MSP’s integrated centralized management console enables technicians and system administrators to efficiently resolve complex issues and keep track of their organization’s needs and ensure constant availability.
With MSP's automation of multiple service desk processes, you can easily save time by automating repetitive and simple tasks such as task assignment, notifications, and categorizations. The automation of multiple processes helps reduce errors and lower costs while ensuring a fast turnaround of ticket handling processes.
ManageEngine ServiceDesk Plus Features and Benefits
MSP has a wide variety of features to help you optimize your help desk management:
Reviews from Real Users
MSP stands out among its competitors for a number of reasons. Two major ones are its comprehensive workflow management toolset and the flexibility it offers its users.
Mykola S., head of global IT delivery at Acino Pharma AG, writes, “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.
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