We performed a comparison between Clarity SM and OpenText Service Manager based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."We centralized our knowledge from various sources into one source of truth that is continually updated."
"It is easy to tell what needs fixing and the priority of things."
"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."
"We can search open and closed cases to find what we have done in other incidents."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"Self-service interface means people can check their own tickets."
"Logging every action in Service Desk Manager (SDM)."
"It is the most stable product in the market."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"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."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It gives us better understanding and control of service management."
"Service Manager does what it should, but it's quite outdated."
"It's easy to scale."
"Its flexibility and ease of customization are its most valuable features."
"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."
"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."
"There are some issues regarding the knowledge base and the configuration manager."
"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."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"The product needs to have a better user experience in the interface and mobile functionality."
"They should enhance the service desk manager's service point function to be more customizable."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"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."
"We aren't able to take emails that come in and turn them into tickets, especially when it comes to attachments. When an email has an attachment, like a screenshot, it is a very cumbersome process, and it does not work very well. I shouldn't have been paying technicians to cut and paste attachments from an email into the ticketing system. It should do that automatically. Other solutions are able to do that. This is something that needs to be improved. Test manager and knowledge management areas are probably amongst the worst parts of this solution. We try to use this solution for knowledge management, but it is not user-friendly. Therefore, it has limited ROI as you need to spend time to try and fully capitalize on the knowledge management system."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The greatest issue for us is to understand the roadmap. We want to know whether we should upgrade now or should we wait three months."
"The product's technical support services need improvement."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Customization can be difficult at times because scripting is often required."
"The interface could be better."
Clarity SM is ranked 23rd in Help Desk Software with 107 reviews while OpenText Service Manager is ranked 17th in Help Desk Software with 48 reviews. Clarity SM is rated 7.8, while OpenText Service Manager is rated 7.2. 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 OpenText Service Manager writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". Clarity SM is most compared with ServiceNow, JIRA Service Management, BeyondTrust Remote Support, OpenText Service Management Automation X (SMAX) and IBM Maximo, whereas OpenText Service Manager is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM. See our Clarity SM vs. OpenText Service Manager report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
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