We performed a comparison between Clarity SM and xMatters IT Management based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atera, Atlassian and others in IT Service Management (ITSM)."The UI is very user-friendly."
"The most valuable fractures of Clarity SM are its ease of use and security. I have been highly satisfied. We've been able to integrate it with email and an SMS gateway for the purposes of notifications. That works very well."
"Clarity is flexible to implement and integrate. It gives the developer or consultant a broad space to work and customize based on what the customers want."
"The initial setup is pretty straightforward."
"Being able to split the week however we want is definitely most valuable. We can create shifts and also see other teams' schedules. It is a very easy search to do these things."
"We're able to communicate better with specific groups or offices. We didn't have that capability or granularity before. It has helped in that regard."
"We haven't evaluated any product recently, but from what I can tell, looking around online, what xMatters has that others don't have are the custom forms. That's the big differentiator at the moment because that's something that we heavily use."
"xMatters is helpful for getting the right on-call resources. That is a key factor. It is also very user-friendly, and just a little documentation helps you to understand things such as how on-calls are configured, how groups are configured, and how users update their on-call devices."
"That automation is the critical aspect of xMatters. Without those workflows, then we would have a system that maintains an on-call schedule in Excel. So xMatters provides the notification workflow and ensures you're notifying the right person at the right time."
"The Flow Designer is quite valuable, as you can set up integrations and flows without necessarily needing to know about code."
"Workflows and messaging are most valuable. Workflows are very useful. They are important for consolidating information or stopping duplication from happening. We put all the information into xMatters and then the workflow will push the same information in the correct format directly through to other applications that our end users frequently use, such as Slack, email, and Workplace."
"Simple features create flow sets and build APIs for integrations."
"There are some issues regarding the knowledge base and the configuration manager."
"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."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"They recently released an incident module that allows users, or at least teams, to track major incidents and other things, and you can send out communication via that one webpage. You can engage on-call teams and communicate to stakeholders as well, but one thing that is missing there is a group chat. If there is a group chat on the same webpage that all of the support teams could use, it would be a one-stop shop that all of the major incident managers would use as their product to manage a major incident. Without that, at the moment, they are mainly referring to teams and then adding data into xMatters as and when they can."
"In terms of restoration, if you delete something, or you have multiple users that have the ability to delete a group, a user profile, or a workflow, the ability to restore it within the GUI is not available. There are a whole bunch of programs that are required to allow for that to happen. A button to go back to a good point in time would be really nice. A lot of other tools have a better backup and restoration solution, but xMatters is a little bit short on that. They have about 95% solution available, but the other 5% requires manual effort. We would like to be able to just push a button and say, "I want to restore this piece back to this date," but we can't do that with the tool right now."
"It took me awhile to get used to whatever was available in the interface. The interface from two years ago was a bit more confusing when looking at where you should go"
"We would like to see a greater variety of integrations with ServiceNow. It works fine as it is, but an enhancement would be the ability to interact with the major incident module in ServiceNow... The way our major incident process works, when an incident is elevated from a P1 to a major incident, that is an extra flag in ServiceNow. It would be awesome to have xMatters get notification when something goes from a P1 to a major and then have it go through a different workflow, rather than our regular P1."
"The reporting functionality could be improved, though I know that's something xMatters, inc. is working on. For example, sometimes I need to go into the platform and find users who aren't in groups that have been created recently, haven't logged in and so on. Previously, this was hard work, but they added loads of filters, making it more accessible. Still, the ability to create custom-designated reports that I could run and schedule would be fantastic for me. It would be good if they keep improving the reporting functionality, as it can be somewhat restrictive sometimes."
"As an agent, as someone who is on call, I can mark an absence time and I can optionally put somebody in my place, but once you've done that, you can't edit it. You have to delete it and create a new absence, which is annoying, but it's not a massive issue. It's a minor annoyance. That's probably about the only thing I can come up with because I absolutely love the product. It's met our needs so well."
"I would like xMatters to provide users with the capability of administering it on their own. I do a lot of hand-holding with them."
"A lot of the issues that we've had have already been addressed. However, they could be clearer with the actual throughput and the costs. The throughput that we signed up for was a lot lower than what we needed, and we had to pay a lot more to get the throughput that we needed."
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Clarity SM is ranked 22nd in IT Service Management (ITSM) with 4 reviews while xMatters IT Management is ranked 2nd in IT Alerting and Incident Management with 22 reviews. Clarity SM is rated 7.0, while xMatters IT Management is rated 8.8. The top reviewer of Clarity SM writes "Flexible and easy to customize but needs to update its user interface". On the other hand, the top reviewer of xMatters IT Management writes "Gave us the ability to validate whether messages were going out". Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and Freshservice, whereas xMatters IT Management is most compared with PagerDuty, ServiceNow, Opsgenie, Everbridge IT Alerting and VictorOps.
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