We performed a comparison between Clarity SM, ServiceNow, and SymphonyAI IT Service Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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 view it provides into who's doing the work."
"The value for the clients is that you can save information in the application and get reports with that information."
"It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"Modules of integrated ITIL managers."
"The UI is very user-friendly."
"Logging every action in Service Desk Manager (SDM)."
"The use, from administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex."
"The product's integration functionality in the change management module has significantly improved efficiency in our organization."
"What I like the most is the functionality, it's features are rich, and there is a high degree of compliance with IT standards."
"It enables us to meet SLAs, track issues across the environment, and report those issues."
"ServiceNow has also enabled our Management Consulting business to provide Digital Transformation services for our clients the world over, as we use the platform as an accelerator for doing IT Target Operating Model transformations."
"The Idea Portal and the PPM platform are most valuable. Their out-of-the-box dashboards and reporting are fantastic. I use them almost on a weekly basis. I have developed a couple of PMO dashboards for reporting. It is user-friendly. Everything is done through a navigation bar, and it makes things a lot easier that way."
"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."
"We can keep track of incidences. There is a bucket where we keep all our information, and it enables communication between stakeholders. It helps us collaborate with each other."
"Will give us better control over asset management and technical debt once we can centralize all contract information."
"SummitAI IT Management Suite's chat box feature has reduced our service discount, and because it's intelligent, the responses that go out to the users have improved, and the resolutions are much faster."
"It was easy to access and fast. Our experience using it solely as a ticketing tool. We used fetch reports from the tool, particularly with regard to SLA tracking for our partners."
"The product has the best features for ITSM."
"The most valuable feature is remote access. People are working from home, and we can take remote access through it."
"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)."
"Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times."
"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."
"The product needs to have a better user experience in the interface and mobile functionality."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help."
"We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon."
"Loads slower than expected, and its user interface needs improvement. Support for this product also needs to improve on their response time."
"Change Management is the area I have found that this tool can be improved because there are so many fields which are missing, such as urgency of the customer request and how the priority is defined. These are some of the areas in which I found that BMC Remedy is much better than ServiceNow."
"The scalability needs improvement."
"The solution could improve by making the CMDB integrate with a CI better to allow it to be seen across multiple platforms."
"There is inherent complexity with this tool because of the number of things that it can do."
"The customer service of the product right now isn't very good. It's an aspect they really need to improve."
"The interface is not user-friendly."
"I know that discovery tools are not meant to be simple, but somehow, if they could make it more simple and robust, that would be great."
"I would like them to add software inventory in the next release. We don't have that right now."
"Integration was a major limitation with SummitAI."
"There could be flexibility in terms of customization."
"SummitAI IT Management Suite's project management and operational management features could be improved."
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