Clarity SM vs OpenText Service Manager [EOL] comparison

"The database and the power that is driven behind the database."

"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 allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."

"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."

"It has allowed us to be more efficient in our problem and change management processes and procedures."

"Logging every action in Service Desk Manager (SDM)."

"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."

"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 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's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."

"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 initial setup is easy."

"The workflow engine that standardizes and globalizes the process steps. It drives people through the process by standardization and automation."

"The design has been revamped in terms of GUI. The current interface is quite easy to read."

"Its flexibility and ease of customization are its most valuable features."

"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."

"The monitoring tool is in need of improvement."

"There are some issues regarding the knowledge base and the configuration manager."

"We just upgraded about a year and half ago and it was painful. We had the testing of the dev environment, and then testing of the production environment, so it was two weekends out of my life. And stuff broke."

"​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."

"The API is very, very bad so we developed our own."

"Report solutions are a little short."

"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."

"Ease of support and upgrades need much improvement."

"With the new version moving toward the codeless configuration is good, but it's losing flexibility."

"The interface could be better."

"The product's technical support services need improvement."

"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."

"I don't see anything lacking."

"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."

"I think one area which is the most painful from my point of view is if you need to integrate a lot of the tools, and being able to make that a lot more seamless."

"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."

"The solution is quite reasonable compared to other solutions in the market."

"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."

"I think pricing of this model is suitable for growing corporations."

"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."

"The license is not cheap."

"Micro Focus Service Manager is a little cheaper than other options. You have to pay a monthly subscription fee."

"I pay for Service Manager on a yearly basis, and the price is reasonable - I would rate it five out of ten."

"I would say that identify your requirements and pay for the support to implement and test those requirements, and then hope that you did a good job because the cost of their service is fairly expensive."

"HP Service Manager has moderate pricing."