We performed a comparison between Clarity SM, SCSM, and Serviceaide ChangeGear based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management."
"It has a good GUI interface."
"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."
"The solution's back-end architecture is very good for end users."
"The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works."
"Right now, we are starting to be dependent on the CMDB a lot."
"It is the most stable product in the market."
"The flexibility and being able to connect to multiple products are valuable. It allows to use it the way we want to use it versus the way it came out of the box."
"The solution offers good productivity at a low price point."
"SCSM is easy to learn because all of the material, including training videos, can be found online."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"For our cloud-based deployment of SCSM, the Autopilot is the best feature."
"This solution is easy to use."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"I've used SCSM a lot, and its features are valuable."
"The reporting is very good."
"The solution is a highly mature product. Because of this, it can stand up to any other product on the market."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"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 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."
"If I had to choose, it would be more around the user interface than the mobile experience."
"The upgrade was pretty complex."
"There are some issues regarding the knowledge base and the configuration manager."
"Ease of support and upgrades need much improvement."
"Compared to some of the other products, I think we are bit behind."
"The product needs to improve its integration with other tools. It also needs to have a better UI and a simple dashboard."
"Mobile application integration would be an improvement."
"The price of this solution is high and it needs to be cheaper."
"I have found SCSM not adequate enough to carry out some functions."
"It crashes our client's computers. Sometimes they get blue screens. It would be useful if SCSM could check the upgrades or patches before we implemented them to see if they are going to crash a client's system. Or, if it does install, and the client's system crashes, it would be good if the solution could revert back somehow."
"We have had some issues with the SCSM on-premise deployment version in the imaging aspects."
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"It would be good if Microsoft added custom attributes or tagging like in Jamf."
"The solution needs to improve its reporting features. The user interface needs a lot of improvements."
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