We performed a comparison between Clarity SM, OpenText Service Manager [EOL], and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM).
"The database and the power that is driven behind the database."
"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."
"The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow."
"The initial setup is pretty straightforward."
"The solution's back-end architecture is very good for end users."
"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."
"The view it provides into who's doing the work."
"Time sheets are a powerful tool."
"It helps to register things, to see the changing parts, and to correlate incidents."
"It's pretty well-structured in modules."
"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."
"It can adapt to any process in the organization."
"Sometimes, customization is simple. The version we are using now has a nice interface."
"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."
"A valuable feature for us is that we have an ordered way to handle all the cases that we can handle with the infrastructure."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"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."
"Report solutions are a little short."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"The user interface is just boring. I'd like to see a more interactive UI, from the end-user perspective, and from the analyst's perspective. I would like a product that looks like it was developed maybe in 2015, or at least 2012."
"More user experience in the look and feel of the application. "
"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."
"If I had to choose, it would be more around the user interface than the mobile 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."
"Service Manager is at the end of its life. The architecture, performance, and look are all way behind."
"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."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"The product's technical support services need improvement."
"The solution does not interface well with other products and is difficult to implement."
"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."
"It, still, has a bit of more of improvement possibilities in the codeless part. But, I can see that they are working on it, so that's quite good as well."
"Customization can be difficult at times because scripting is often required."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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