We performed a comparison between Clarity SM, N-able MSP Manager, and ServiceNow based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."It is the most stable product in the market."
"When users have a problem, they report using Service Desk and it is very useful for this."
"It has given us the ability to automate a lot of tasks, things we couldn't do before."
"It has a good GUI interface."
"XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts."
"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."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"We are benefiting by being able to put time to what our technicians are doing."
"I am impressed with the tool's integration with our mail system."
"I like that you can do all the things with it. You can patch, and you can run the scheduled tasks. You can remote in, upload files, and download files. You can log onto a computer PowerShell, or command prompt, without having to log into RDP. I also like its ease of use."
"This is a premier product and it has been around for a long time."
"Easy to implement and consolidate different platforms and users with useful functionalities."
"The most valuable aspect of the solution is the possibility of the application development cap so that we can digitize workflows."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"A workflow automation platform that's reliable, performs well, and has good reporting and integration."
"I think the technical support is pretty good. They can be a little bit slow sometimes, but overall I think they're good."
"I like ServiceNow's Workspace feature. With Jira, we had to edit a ticket by going into it. We couldn't perform edits from within the project plan. ServiceNow allows you to edit everything from one screen. It's like an Excel spreadsheet, but Jira requires you to drill down into the ticket. ServiceNow is more convenient if you are working on multiple projects and workflows."
"The flow designer for application development is the most valuable. The newest version of flow designer allows us to develop applications quite fast. We can have custom and mobile applications. It has an interface for mobiles, and it also has a good reputation."
"The most impactful feature in our day-to-day operations is the ticket status, which provides crucial visibility into the progress of each resource or incident."
"The upgrade was pretty complex."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"More user experience in the look and feel of the application. "
"Report solutions are a little short."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The cost of this solution is too high, which is why we're leaving."
"Compared to some of the other products, I think we are bit behind."
"What I would like to see is a simplified solution that is packaged better, where you can easily implement or turn on the functionality that you need."
"Its reporting is lousy and bad. It is not as good as it should be. There is too much work involved to get what you want. Most times, you have to call them to customize some stuff. I just don't like that part. They need to work on their reporting. They have a way to go."
"The tool needs to improve its customization of the user interface."
"The product’s standard user experience is not the best."
"The pricing of the solution could be better. It's a bit high."
"It is annoying that ServiceNow keeps on changing back to Quebec every six months."
"The level of complexity and the level of discovery are the two areas that can be improved. Its UI needs to evolve. They focus a lot on cool colors and other little things, which don't bring value in terms of functionality. They need to focus less on presentation and more on the functionality within the UI. Its discovery mechanism should be improved. There is a component in ServiceNow that discovers the assets, but it doesn't do an immediate discovery, and there is a lag. If I want to open a ticket for a laptop or an asset, that asset needs to exist within ServiceNow for me to be able to say that I need to have its disk space or memory increased. It is referred to as a CI or configuration item in ServiceNow. Sometimes, ServiceNow doesn't discover these items, and as a result, I cannot open a ticket and tag that system or asset. If a system was introduced to the environment last week and it is still not listed, it becomes a problem. I will either have to wait or manually enter that system or asset. So, if I have a laptop with only 8 GB of memory and I want to request 16 GB of memory, I won't be able to do that in ServiceNow because my system or asset hasn't been discovered yet. Discovery is not immediate, and there is a lag."
"Making a mobile version would be helpful."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"Once a change request has been created once it's been approved and been submitted, there is no way to go in on that particular change request and submit an additional task."