We performed a comparison between Clarity SM, ServiceNow, and vRealize Business for Cloud based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in IT Service Management (ITSM)."It is easy to tell what needs fixing and the priority of things."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"We can search open and closed cases to find what we have done in other incidents."
"All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have."
"When users have a problem, they report using Service Desk and it is very useful for this."
"The in-service catalog is quite useful."
"Logging every action in Service Desk Manager (SDM)."
"For change management, I find the CAB workbench very useful. I haven't seen any other solution that has a CAB workbench or advanced automated solutions for a change advisory board. ServiceNow also has the Workflow Engine which works very well and is very intuitive."
"HR Case Management and Customer Service Management are two of the key areas which clients are using."
"We have found change management and CMDB to be very useful."
"Creating a ticket is much simpler in this tool. That is one big advantage. Also, the simplicity and ease of use are much better. I've used HPSM and it is very complex in comparison to ServiceNow."
"There are many expansions available."
"It has an excellent capability to integrate different access points."
"Good stable and scalable solution."
"We consider the integration capabilities of the solution with other tools to be a valuable feature."
"The way the dashboard works with the main orchestrator to combine different types of cloud providers is helpful."
"The flexibility is the product's most valuable feature."
"The tool helps us to monitor the services provided to customers as a cloud provider. The product is a monitoring solution that helps customers pay for their utilization of services."
"This solution has made us aware that we are over-provisioning our virtual machines."
"The product provides excellent daily reports."
"I like the integration with other applications or vendors."
"It doesn't take long to develop an automation blueprint. You need about half an hour, and then you can install or deploy it on several systems. That was our first great advantage in the project because we urgently needed to deploy across many different systems."
"The most valuable feature is that it has a very easy and adaptive look and feel, compared with some other cloud solutions."
"More user experience in the look and feel of the application. "
"One area that this product can improve is in the mobile user aspect."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"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."
"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."
"Ease of support and upgrades need much improvement."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"Vulnerability management could be improved. Also, integration with tools such as Microsoft Defender ATP needs improvement."
"For healthcare, which is a pretty audited environment, there are no concrete solutions for digital signatures, apart from our license with Adobe, so it requires orchestration."
"The discovery of assets could be improved; right now they only allow for one domain."
"There is room for improvement in price."
"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."
"Transparency in the pricing model needs to be improved."
"The solution’s pricing is expensive and could be improved."
"Needs additional software titles and easier normalization."
"It would be a good idea for VMware to be compatible with the most popular orchestration tools in the market."
"I would like to have an easy way of modifying the reference data that is used for the purposes of estimating the total billing."
"I would like it if they could provide their customers with more qualified support."
"If you haven't established a vSphere cluster and you only have a single server to integrate, you can't deploy any service."
"The knowledge base is not available for the engineers, which is something that needs to be improved."
"The pricing model is complicated and would be more predictable if it were simplified."
"There are some kinks to resolve with the Web GUI user interface, as it freezes at times."
"It's not always easy to find the information you need. You must have a lot of technical experience to find the right location for what you're implementing within the program."
