We performed a comparison between Clarity SM and ServiceNow based on real PeerSpot user reviews.
Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."Right now, we are starting to be dependent on the CMDB a lot."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"The solution's back-end architecture is very good for end users."
"Scalability is very good. We have scaled to more users and more functionality."
"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 helps when you have an incident or performing a problem change management process."
"We can search open and closed cases to find what we have done in other incidents."
"You can scale the solution."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"I like the ease of use."
"ServiceNow is one of the few easiest platforms you can integrate with products like Ansible to automate your workflows."
"The workflow capability for easy setup is powerful."
"Your time-to-market, or TTM, becomes faster when you use ServiceNow. Even individuals that are not tech savvy can quickly change processes and workflows in it. This can make the organization as a whole more agile."
"It gave us professionalized, faster incident turn around times. Improved quality of information shared with our customers. Over time we build an extensive knowledge base that assists in both self-service as in services provided by the servicedesk when handling incidents."
"ServiceNow offers a range of ITSM, IT incident management, and PRCPs."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"They should enhance the service desk manager's service point function to be more customizable."
"Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement)."
"We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary."
"We would like the CMDB to be populated automatically. At the moment, everything is manually created."
"I would like to see the API cleaned up."
"It doesn't yet have the ability to integrate with other products."
"Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome."
"Before implementing this solution, you should have the ITSM model in place for chain management requests. That is a prerequisite because you cannot perform tasks without it."
"The product’s standard user experience is not the best."
"I find the way you need to attach things like screenshots and stuff is a bit gimmicky. I'm a casual user. I'll use it once every two months and only when I have an incident that I need to report. You don't get a lot of experience with it when you're just using it once in a while like that. Therefore, it needs to be more intuitive so that you don't have to re-learn how to do simple tasks as the way to do certain things just isn't obvious."
"The discovery of assets could be improved; right now they only allow for one domain."
"We would like to have an Asset Management and/or Project Management feature enabled in this version and in the IT Service Management edition."
"If you have advanced questions, technical support often doesn't know the answer."
"The pricing of the solution could be better. It's a bit high."
"They can maybe improve the area of agile project management. They do have user storyboards and other things, but we kind of lean on Jira for that work. This is perhaps an area that could be looked at a little more."
Clarity SM is ranked 23rd in Help Desk Software with 4 reviews while ServiceNow is ranked 1st in Help Desk Software with 24 reviews. Clarity SM is rated 7.8, while ServiceNow is rated 8.4. The top reviewer of Clarity SM writes "Allows for customization of the service desk manager". On the other hand, the top reviewer of ServiceNow writes "Comprehensive IT service management with predefined processes, and seamless integration, empowering organizations to streamline workflows and enhance productivity". Clarity SM is most compared with JIRA Service Management, SymphonyAI IT Service Management, OpenText Service Management Automation X (SMAX), BeyondTrust Remote Support and IBM Maximo, whereas ServiceNow is most compared with BMC Helix ITSM, Microsoft Power Apps, Pega BPM, IBM Maximo and Microsoft Dynamics CRM. See our Clarity SM vs. ServiceNow report.
See our list of best Help Desk Software vendors and best IT Service Management (ITSM) vendors.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.