SCSM and Clarity SM compete in the IT service management category. Although both have strengths, SCSM seems to have an upper hand in integration with Microsoft products, while Clarity SM offers superior customization capabilities.
Features: SCSM integrates seamlessly with Microsoft products, enhancing its orchestration and automation capacity and providing a strong ticketing system. It supports several ITIL framework modules such as incident and change management. Clarity SM stands out with a highly customizable setup, a robust service catalog, and embedded business process management, making it suitable for complex SLA and KPI calculations. Its service portal is mobile-responsive and comprehensive, ensuring full service management capabilities.
Room for Improvement: SCSM's self-service portal lacks mobile access, and integration with cloud services requires enhancement. Customization of reports and CMDB management also need attention. Clarity SM faces challenges in scaling and real-time reporting, with an outdated user interface that can diminish user experience. There's a need for better cohesion across its modules.
Ease of Deployment and Customer Service: Both SCSM and Clarity SM are mainly deployed on-premises, with SCSM offering more flexibility with hybrid and public cloud options. SCSM benefits from strong Microsoft support, albeit sometimes criticized for ineffective resolutions. Clarity SM provides robust customer service but struggles with integration complexity due to its multi-component architecture.
Pricing and ROI: SCSM's pricing is bundled, leading to confusion and potential extra costs from supplementary products despite its affordability compared to competitors. However, it offers a good ROI when fully leveraged. Clarity SM offers both perpetual and subscription licensing models, appearing expensive for small environments but competitive for large organizations due to its scalability and customization abilities. It provides significant ROI when fully utilized.
Response times are slow, and engineers often lack the necessary product knowledge.
When we get up to Microsoft, I would rate it an eight or nine.
From an admin point of view, Intune has more features and is easier to manage.
The SCSM is stable.
It is difficult to do the work by ourselves; we have to always try to hire some maintenance hours from external companies to fix small things that maybe would be faster if we could get it in-house, but because of the lack of information, we lose a lot of time solving some small problems.
From an admin point of view, Intune has more features and is easier to manage compared to SCCM.
SCCM provides remote tool functionality, which is not in Intune.
If it is correctly configured, you can access and give service quickly to all the end users.
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...
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