Clarity SM vs ManageEngine SupportCenter Plus comparison

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685 views|434 comparisons
85% willing to recommend
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238 views|184 comparisons
80% willing to recommend
Comparison Buyer's Guide
Executive Summary

We performed a comparison between Clarity SM and ManageEngine SupportCenter Plus based on real PeerSpot user reviews.

Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software.
To learn more, read our detailed Help Desk Software Report (Updated: April 2024).
769,065 professionals have used our research since 2012.
Featured Review
Türker Kara
Quotes From Members
We asked business professionals to review the solutions they use.
Here are some excerpts of what they said:
Pros
"It improves our service delivery process. We're more efficient. We're leveraging the ticketing system, which is always more efficient, so we can measure and improve.""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 database and the power that is driven behind the database.""It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information.""We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away.""It helps when you have an incident or performing a problem change management process.""Scalability is very good. We have scaled to more users and more functionality.""There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."

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"The product teams are continuously on the products trying to improve them. If, for example, I ask for a change to be done in the software, the chances are in the next release it's going to be done and incorporated. It's this personal touch that I like.""The most valuable features are the ITIL compliance and billing.""The product is very scalable and stable when used as a help desk once it is built out.""We have found the reporting in this product to be very useful."

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Cons
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available.""The CA products integrate well together but I would like to see better integration with third-party solutions.""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.""If I had to choose, it would be more around the user interface than the mobile experience.""The upgrade was pretty complex.""On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions.""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.""They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service."

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"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately.""The business model for the company is to sell low and charge for customization, education or expertise.""The product is very difficult to use and configure and requires specialists.""I would like to see some kind of project management or portfolio management in a future version.""There is no cloud-based version and it would be helpful if it were available.""The tech support is terrible and that seems to be a part of their business plan."

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Pricing and Cost Advice
  • "I don't see anyone other than large companies being able to afford this system."
  • "It is a bit expensive, but you definitely get what you pay for. It is worth it!"
  • "Pricing is simple, as it’s per concurrent analysts."
  • "I think pricing of this model is suitable for growing corporations."
  • "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."
  • "There is a subscripted needed to use Clarity SM. The price of the solution could be less expensive. ServiceNow is less expensive and BMC Helix is priced similar to Clarity SM."
  • "The pricing is based on a subscription model."
  • "The solution is quite reasonable compared to other solutions in the market."
  • More Clarity SM Pricing and Cost Advice →

  • "The licensing fees depend on different criteria, including options and sizing."
  • "ManageEngine products will always be the lowest cost in category as that is part of their business model."
  • More ManageEngine SupportCenter Plus Pricing and Cost Advice →

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    Questions from the Community
    Top Answer:It is the most stable product in the market.
    Top Answer:The solution is quite reasonable compared to other solutions in the market.
    Top Answer:They should enhance the service desk manager's service point function to be more customizable. Presently, there are so many limitations in this particular UI. Thus, similar to the existing UI, they… more »
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    Ranking
    23rd
    out of 59 in Help Desk Software
    Views
    685
    Comparisons
    434
    Reviews
    3
    Average Words per Review
    326
    Rating
    7.7
    32nd
    out of 59 in Help Desk Software
    Views
    238
    Comparisons
    184
    Reviews
    0
    Average Words per Review
    0
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    N/A
    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...

    SupportCenter Plus is a web-based customer support software that lets organizations effectively manage customer tickets, their account & contact information, the service contracts and in the process providing a superior customer experience.

    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
    Brickman Group, SVP Worldwide, Chicago Tribune, Sodexo, Constellation, Lowcost Holidays, Telesur, PayEx, Quintiq, Moblize, Oman Air, Intelligent Hospital Systems
    Top Industries
    REVIEWERS
    Healthcare Company25%
    Financial Services Firm22%
    Government7%
    Comms Service Provider5%
    VISITORS READING REVIEWS
    Computer Software Company16%
    Financial Services Firm12%
    Manufacturing Company10%
    Real Estate/Law Firm7%
    No Data Available
    Company Size
    REVIEWERS
    Small Business19%
    Midsize Enterprise14%
    Large Enterprise67%
    VISITORS READING REVIEWS
    Small Business27%
    Midsize Enterprise10%
    Large Enterprise63%
    No Data Available
    Buyer's Guide
    Help Desk Software
    April 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: April 2024.
    769,065 professionals have used our research since 2012.

    Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while ManageEngine SupportCenter Plus is ranked 32nd in Help Desk Software. Clarity SM is rated 7.8, while ManageEngine SupportCenter Plus is rated 7.8. 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 ManageEngine SupportCenter Plus writes "A product that is everything you need once it is developed but it is extremely difficult to work with". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas ManageEngine SupportCenter Plus is most compared with ManageEngine ServiceDesk Plus, Zoho Desk and Dameware Remote Support.

    See our list of best Help Desk Software 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.