Clarity SM vs OpenText Service Manager [EOL] comparison

"Self-service interface means people can check their own tickets."

"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."

"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."

"It is the most stable product in the market."

"Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely."

"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."

"We centralized our knowledge from various sources into one source of truth that is continually updated."

"Modules of integrated ITIL managers."

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

"Sometimes, customization is simple. The version we are using now has a nice interface."

"It can adapt to any process in the organization."

"Service Manager's best features are flexibility and customizability."

"It helps to register things, to see the changing parts, and to correlate incidents."

"Technical support is pretty good."

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

"It gives us better understanding and control of service management."

"We would like more information about all the configurations that we have on our infrastructure side."

"Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues."

"I would like to see the API cleaned up."

"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."

"If I had to choose, it would be more around the user interface than the mobile experience."

"The SDM administration and customisation needS deep information about architecture and vendor support continuously."

"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."

"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."

"I don't see anything lacking."

"Their end-user interface and technical support features could be improved."

"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."

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

"The solution does not interface well with other products and is difficult to implement."

"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."

"Service Manager would be improved with access to automation."

"There's a lot of manual work, which is error prone and time consuming, in how the code gets transported from one system to the other."

"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."

"Pricing is simple, as it’s per concurrent analysts."

"The pricing is based on a subscription model."

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

"I don't see anyone other than large companies being able to afford this system."

"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."

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

"It is a bit expensive, but you definitely get what you pay for. It is worth it!"

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

"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."

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

"The license is not cheap."

"HP Service Manager has moderate pricing."