Clarity SM and JIRA Service Management compete in the service management software category. Based on features, JIRA Service Management has the upper hand due to its strong integration with Atlassian products and effective issue tracking.
Features: Clarity SM offers extensive SLM capabilities, integration with external databases, and the ability to manage complex SLAs/KPIs through a unified portal and robust service catalog. JIRA Service Management benefits from customization flexibility, strong integration with other Atlassian products, and robust project management tools, with effective issue tracking enhancing its service management offerings.
Room for Improvement: Clarity SM faces challenges with scalability and integration complexities along with an outdated UX. JIRA Service Management could improve its customization simplicity and integration with non-Atlassian tools, as well as enhance its advanced analytics capabilities.
Ease of Deployment and Customer Service: Clarity SM primarily offers on-premises deployment but lacks cloud flexibility and often results in slower support. JIRA Service Management provides more deployment options, including public and hybrid clouds, typically delivering better customer support, albeit with variable experiences depending on the team.
Pricing and ROI: Clarity SM is generally more expensive, typically for large enterprises with complex licensing models. JIRA Service Management is initially more affordable with improved licensing but can become costly as users and features scale. Both offer satisfactory ROI, with varying cost-effectiveness based on organization size and needs.
It supports introducing new features or levels efficiently across our global locations, helping everyone stay informed.
There should be more governance for permissions and more options for customized access without frequently involving the admin.
We need to consider which AI tool would be most suitable for our project.
JIRA's user interface needs training to understand and utilize.
It remains one of the main barriers to using JIRA Service Management across our entire company.
We used Jira's free version for some time.
JIRA itself is valuable for managing tickets, user stories, and pipeline.
For every task we are working on, the project manager can see the status once we update the stories mentioned.
It is beneficial if someone is on vacation since others can follow up on the tickets.
| Product | Market Share (%) |
|---|---|
| JIRA Service Management | 7.6% |
| Clarity SM | 1.6% |
| Other | 90.8% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 30 |
| Midsize Enterprise | 24 |
| Large Enterprise | 33 |
Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.
Learn More: https://www.ca.com/us/products...
JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.
This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.
What are the key features of JIRA Service Management?Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.
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