Clarity SM and ManageEngine ServiceDesk Plus are contenders in the IT service management sector. ManageEngine ServiceDesk Plus appears to have the upper hand due to its ease of use and cost-effectiveness, while Clarity SM tends to be more expensive and complex.
Features: Clarity SM is highly customizable, supporting a wide variety of environments with its extensive service level management reports, SLA/KPI calculations, and IT process management. It also offers strong capabilities in external database integration. ManageEngine ServiceDesk Plus is known for its ITIL compliance and seamless integration with other modules. It has strong incident management, flexible asset and project management, and offers a user-friendly interface.
Room for Improvement: Clarity SM needs an updated UX and more scalability. Its reporting can be cumbersome, and it requires significant investment for integrations. Improvements in mobile support and reporting generation are also needed. ManageEngine ServiceDesk Plus needs better customization options for reports and faster interface updates. Improvements in integration with platforms like SharePoint, as well as enhanced automation and asset management, are requested.
Ease of Deployment and Customer Service: Clarity SM typically operates on-premises and has mixed reviews regarding customer service, ranging from excellent support to inconsistent problem resolution. ManageEngine ServiceDesk Plus offers both on-premises and cloud deployment options, known for easy configuration, although it has had occasional issues with technical support response times and integration support.
Pricing and ROI: Clarity SM is considered expensive and often beyond the reach of small businesses, offering robust but high-cost solutions mostly suited for large enterprises. ManageEngine ServiceDesk Plus provides a cost-effective alternative with flexible pricing, appealing to a broader range of organizations and delivering a strong ROI for those seeking a comprehensive ITSM solution without the financial burden associated with similar high-end products.
For example, previously incidents had to be resolved manually, requiring communication to respective teams via email, but now automatically generated tickets streamline this process while adhering to SLA times, ultimately saving resources.
ManageEngine has been particularly beneficial for small and medium-sized businesses in terms of value for money since they receive similar service at a lower cost compared to ServiceNow.
For customer support from ManageEngine ServiceDesk Plus, I can reach out via email or call directly to the support mobile number, and there is also a support portal to raise tickets.
Their response time could be quicker.
The ManageEngine technical support team deserves a rating of ten out of ten because we receive up-to-date support.
It is trickier to expand across endpoints with Help Desk.
Scaling ManageEngine ServiceDesk Plus is easy, and I would rate its scalability as nine out of ten.
The tool is suitable for medium to large-scale operations and can be used effectively by mid-size companies.
ManageEngine ServiceDesk Plus has shown stability with no downtime and no major issues identified thus far.
We have not experienced any significant issues.
We have not faced any stability issues or challenges with this tool.
It would be beneficial to have an option to assign approvals to a user group or a variable.
There could be improvements in licensing flexibility, like the ability to use a single license for multiple users simultaneously.
They might consider creating a bundled ERP solution for all these tools where purchasing one license would enable access to all functionalities.
The cost of ManageEngine is more affordable, making it viable for small to medium-sized businesses.
The licensing is based on the number of technicians or analysts providing support as well as the number of IT assets, with no limitation on adding IT assets in ManageEngine ServiceDesk Plus.
The costing for ManageEngine ServiceDesk Plus is very flexible and is considered low-priced.
After integration, most of these processes are automated. This includes change requests that now follow a workflow based on organizational needs and ITIL best practices, making tracking incidents and requests much easier for end customers through scheduled reports.
All the services and critical functions we need are in one tool.
It provides a simpler and more intuitive interface for creating semi-automated use cases and managing problem solutions.
| Product | Mindshare (%) |
|---|---|
| ManageEngine ServiceDesk Plus | 3.5% |
| Clarity SM | 2.0% |
| Other | 94.5% |
| Company Size | Count |
|---|---|
| Small Business | 20 |
| Midsize Enterprise | 15 |
| Large Enterprise | 66 |
| Company Size | Count |
|---|---|
| Small Business | 32 |
| Midsize Enterprise | 24 |
| Large Enterprise | 19 |
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.
ManageEngine ServiceDesk Plus is an ITIL-compliant tool designed for IT help desk and incident management. It offers user-friendly ticketing, automation, and integration features, assisting businesses in effective IT service management.
ManageEngine ServiceDesk Plus provides comprehensive solutions for ticketing, automation, and integration with third-party tools. Its features include project, change, and asset management, which are essential for streamlining IT operations. The intuitive interface supports both technical and non-technical users. The platform's reporting, SLA management, and CMDB functions significantly enhance business operations. Despite its strengths, there are areas for improvement, such as customization and integration capabilities. Users often seek better automation for active and asset management, enhanced search functionality, and improved security.
What are the key features of ManageEngine ServiceDesk Plus?Industries implement ManageEngine ServiceDesk Plus to address specific challenges such as IT help desk management and asset tracking. Companies use the platform to log incidents, automate workflows, and ensure compliance with ITIL standards, supporting effective management of daily operations, system auditing, and improved client interaction.
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