We performed a comparison between Clarity SM and JIRA Service Management based on real PeerSpot user reviews.
Find out in this report how the two IT Service Management (ITSM) solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process."
"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 in-service catalog is quite useful."
"Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable."
"It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users."
"It helps when you have an incident or performing a problem change management process."
"We centralized our knowledge from various sources into one source of truth that is continually updated."
"There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"I like the history, the dimensioning, and how I can configure a space based on my preferences or the project circumstances."
"The customer portal with connection with our knowledge base has been most valuable."
"Customizations are most valuable. The customization of workflows is the main power of the Atlassian tools in general."
"Auditing team uses this solution to track audit findings and follow-up."
"We can track, monitor, and get all the details we need from the end-user's point of view for any service request."
"Easily integrates with other tools."
"The most valuable features of this solution are Incident and Request Management."
"We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented."
"The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process."
"The SDM administration and customisation needS deep information about architecture and vendor support continuously."
"Compared to some of the other products, I think we are bit behind."
"Report solutions are a little short."
"More user experience in the look and feel of the application. "
"On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions."
"I would like to see the API cleaned up."
"The interface could always be updated and improved."
"If we can have an easier way to deploy this solution without the help of a consultant and a more reliable way of deploying procedures, it would be quite helpful."
"The solution should be more formalized. It could be more user-friendly."
"Lacks an interface where the customer can report issues."
"It would be useful to be ale to link tickets across different gantt charts in Jira and Confluence."
"The main issue with this solution is there's no limited subscription available for plugins we only use for a few people. If we only have a team of twenty using a plugin, we still have to purchase a subscription for the whole 200 users."
"I rate Atlassian support two out of 10. It takes a lot of time to reach them and get ahold of someone who understands my problem enough to provide a solution. Also, I live in Israel, so my work week is Sunday through Thursday, but I can only contact them from Monday to Wednesday."
"What needs to be added in Jira Service Management is the user screen. You'll find it very weird if this is your first time using the solution. The user-friendliness of its interface needs improvement."
Clarity SM is ranked 21st in IT Service Management (ITSM) with 107 reviews while JIRA Service Management is ranked 2nd in IT Service Management (ITSM) with 73 reviews. Clarity SM is rated 7.8, while JIRA Service Management is rated 8.2. The top reviewer of Clarity SM writes "Quite good back-end architecture for end users but the API is very, very bad". On the other hand, the top reviewer of JIRA Service Management writes "Customizable, stable, and integrates well". Clarity SM is most compared with ServiceNow, BeyondTrust Remote Support, ManageEngine ServiceDesk Plus and Agiloft ITSM ITIL Service Desk Suite, whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, BMC Helix ITSM, Freshdesk and PagerDuty Operations Cloud. See our Clarity SM vs. JIRA Service Management report.
See our list of best IT Service Management (ITSM) vendors and best Help Desk Software vendors.
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