Clarity SM and Freshservice compete in the service management sector. Clarity SM appears to have the upper hand in features due to its customization and robust service management capabilities while Freshservice stands out for ease of deployment and user-friendly mobile access.
Features: Clarity SM offers extensive customization and SLM reporting. It integrates well with external databases and excels in SLA/KPI calculations. Freshservice is known for its incident management, ease of deployment, and user-friendly mobile access. Its automation and cloud capabilities boost workflow efficiency.
Room for Improvement: Clarity SM faces challenges with scaling, user experience, and integration, showing issues in stability and real-time reporting. Freshservice could enhance customization, project management features, and improve workflow integration with third-party tools.
Ease of Deployment and Customer Service: Clarity SM is primarily on-premises, facing some customer service and documentation challenges. Freshservice leverages the public cloud for easier deployment, with initial setup satisfaction, although its customer service can be slow at times.
Pricing and ROI: Clarity SM, targeted at large enterprises, is considered expensive but offers value through its comprehensive features. Freshservice presents flexible pricing, more affordable for smaller to mid-sized businesses, though scalability can increase costs beyond base offerings.
Faster resolution means the average ticket resolution time decreased by roughly twenty-five to thirty percent since alerts are automatically converted into tickets and routed to the right team.
Automation has contributed significantly, resulting in reduced resource counts, which equates to savings in money and time.
With using Freshservice, only two technicians are needed per one shift, but without Freshservice, for the same company size, we need about four technicians per shift, so it saved money and time.
Ultimately, we saw a 77% reduction in average resolution times with a return on investment realized within 6 months.
However, they have improved over the period of two years.
Their documentation is also good, making setup easy without needing frequent support requests.
As our organization has grown and ticket volume related to AWS resources increased, Freshservice handled the extra load without any performance issues.
It offers global performance with multi-region data centers to ensure faster responses while adhering to strong security and compliance standards such as GDPR and SOC 2.
Freshservice is easy to use for scalability.
The service runs smoothly most of the time, and performance has been consistent even when ticket volumes and AWS alerts are high.
Freshservice is quite stable as they host it on AWS.
Freshservice provides a stable environment for our needs.
There's limited experience with the CMDB or asset management features.
Asset management can definitely be improved because it doesn't pick up every single device on the network or every single piece of information.
Reporting is useful, but the customization is still restricted, and it would be great to build more detailed reports that combine multiple data sources, especially for cloud-related operations.
Switching from previous ITSM tools has led to a 50% reduction in licensing costs.
The solution offers flat licensing and appears to be cost-effective.
The price was very comfortable for our organization to proceed with the migration from Freshdesk to Freshservice.
The most valuable features include ticket routing, automation in triage, data control, and flat licensing.
Incident management is very helpful, and the system is straightforward, making it easy to use for our enterprise-level company.
Overall, Freshservice provides cutting-edge AI automation for agents and end-users, effortless no-code workflows and ITIL-aligned operations, robust asset, incident, change, problem, and major incident management backed by the live CMDB, unified service desk with self-service and multi-channel support, and strong analytics reporting features, making it a powerful tool for any IT function.
| Product | Mindshare (%) |
|---|---|
| Freshservice | 3.6% |
| Clarity SM | 2.0% |
| Other | 94.4% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 24 |
| Midsize Enterprise | 5 |
| Large Enterprise | 15 |
Clarity SM stands out as a comprehensive IT service management solution, notable for its wide range of features including service catalog integration and robust change management capabilities, making it a valuable choice for enterprises seeking to streamline their IT operations.
Clarity SM is designed to enhance IT processes through its advanced availability architecture and seamless integration with CA platforms. It offers a powerful configuration management database and process automation, significantly improving IT efficiency. Despite its strengths, it faces challenges such as integration costs, scalability issues, complex workflows, and outdated documentation. Enterprises employ Clarity SM for incident and problem management, leveraging customization for knowledge management and CMDB applications in diverse environments.
What are the key features of Clarity SM?In healthcare, Clarity SM aids in managing patient data and ensuring service reliability. Retailers utilize it for IT incident management across multiple outlets, reducing downtime. Financial institutions benefit from its auditing and compliance features to maintain secure operations. Each industry tailors Clarity SM capabilities to meet specific IT challenges and goals.
Freshservice specializes in user-friendliness and seamless integration, facilitating IT operations with AI-driven ticketing and flexible asset management, essential for diverse organizations.
Known for its comprehensive automation and integration with platforms like AWS, Freshservice enhances IT tasks with flexible workflows and intuitive dashboards. Its self-service portal and effective incident management promote efficient service delivery and SLA compliance, making it vital for IT teams. However, users seek enhanced customization and integration with Microsoft and Google, along with improved analytics and project management features.
What are the essential features of Freshservice?Freshservice is widely implemented in IT service management, supporting ticketing, incident management, and change management. It assists in customer service, internal support, and integrates with Azure and AWS. Significant for HR service centers and knowledge bases, it enables workflow automation and reporting, centralizing service operations for enhanced visibility and tracking across departments.
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