We performed a comparison between Clarity SM, ManageEngine SupportCenter Plus, and Spiceworks based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The most valuable features are the requests and incident tracking."
"Logging every action in Service Desk Manager (SDM)."
"This product has so many adjustment possibilities for many different clients."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"We are benefiting by being able to put time to what our technicians are doing."
"The solution's back-end architecture is very good for end users."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"We can search open and closed cases to find what we have done in other incidents."
"The product is very scalable and stable when used as a help desk once it is built out."
"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."
"We have found the reporting in this product to be very useful."
"The most valuable features are the ITIL compliance and billing."
"If you're in the market for a low-cost service desk system, Spiceworks is a good software solution to start out with, especially when it comes to startups and those organizations that don't currently have any existing service desk software in place."
"The solution is easy to use and easy to manage."
"The solution can find all asset details automatically, whether it's a Mac address, computer name, IP address, models, etc. It's very helpful."
"Spiceworks is generic and free."
"Helpdesk and inventory are both equally valuable, and they form the true core of the product."
"It was easy to integrate Spiceworks with our existing setup."
"The most valuable features are the inventory and personalization."
"It's easy to understand."
"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."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"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."
"We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want."
"The API is very, very bad so we developed our own."
"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."
"I would like to see some kind of project management or portfolio management in a future version."
"The tech support is terrible and that seems to be a part of their business plan."
"There is no cloud-based version and it would be helpful if it were available."
"The product is very difficult to use and configure and requires specialists."
"The business model for the company is to sell low and charge for customization, education or expertise."
"They're pretty good but there's always room for improvement. There should be more templates that users can utilize immediately."
"The GUI must be improved."
"Since Spiceworks is a free tool, it's not very scriptable or customizable."
"The network mapping could be improved. Putting together an actual bonafide network map would be really nice."
"It would be nice to have remote access to the solution via a tablet. They also need remote control from a PC. Right now, to complete the technical support process, you have to have a tool to access the PC, and check the problems."
"There are a lot of disadvantages to Spiceworks because it's not an agent-based solution."
"I would like to see more information when drilling down into access permissions, assignments management, or tagging. When I click a note or a device, I should be able to see more details about the router and modem. For example, I want to see the version, downtime, availability, latency, etc. I should have easy access to everything about our assets at a glance."
"One of the biggest ways in which Spiceworks could improve is by developing better and more automated workflows. For example, in another solution called ServiceDesk by ManageEngine, you can have levels of approval in the event that there is a request for new software, or when someone requests a VPN or WiFi connection. This kind of multi-stage approval feature provided by ServiceDesk does not appear to exist in Spiceworks, and it is one of their main shortcomings for me."
"The SNMP sniffer requires a lot of work to get right."
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