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."The database and the power that is driven behind the database."
"Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it."
"It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for."
"When users have a problem, they report using Service Desk and it is very useful for this."
"It has allowed us to be more efficient in our problem and change management processes and procedures."
"The tool itself is valuable as a result of all its features combined. Therefore, I have found that there is no feature more valuable than another."
"The solution's back-end architecture is very good for end users."
"It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones."
"The dashboards are nicely laid out."
"Jira Service Management is flexible. It is easy to navigate without requiring extra learning. The user experience has been good."
"The most valuable features are the flexibility of defining your own workflows and automation around the workflows, and the integration with the gate or any repository."
"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."
"The most valuable features are the management tools."
"With Jira Service Desk, the simplicity of setting up a quick form and getting the service desk running quickly is very helpful."
"Jira gets the basics right in terms of the product backlog and a scrum board teams can use to manage sprint backlogs."
"Developing processes is easy and user-friendly."
"If I had to choose, it would be more around the user interface than the mobile experience."
"It doesn't yet have the ability to integrate with other products."
"The monitoring tool is in need of improvement."
"We went from 12.1 to 14, so there was a lot involved in it. The issues we had were migration issues, getting our information from one place to the next and making sure everything was as everyone needed."
"Report solutions are a little short."
"I am not able to see tickets on a bigger scale. I can't see the overall bigger picture."
"I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half."
"Just little technical tweaks here and there. Like more options. For example "Organization." We wanted that to be available inside the change order, as well as the ticket and the request. And that's not available."
"The queries are weak and lack advanced functionality. You can do rudimentary queries, but you can't aggregate. You can't filter for a lot of things that would be useful, so you need to use plugins to write writing advanced queries. I run into problems when working with different organizations because they always have restrictions on what kind of plugins they allow."
"SaaS version for large organizations (more than 2000 users) is not available."
"JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow."
"From the customer side, it's not friendly used compared to other competitors, like ServiceNow or BMC. It's also not fully ITSM management if you compare it with ServiceNow or BMC. They have a full model of ITSM. In BMC they have TrueSight, they have Discovery, which helps IT to discover IT equipment with a serial number, with the specs, capacity of the server."
"The customizations in Jira could be improved by being simplified. They are currently very complex."
"Every time there's a problem with JIRA Service Management, you have to have a look at how to solve it, and there's always a feature request or the feature request on the solution is too large and the development cycles are too slow."
"Currently lacks an asset management module that can affect deployment."
"JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem."
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, Agiloft ITSM ITIL Service Desk Suite and OpenText Service Management Automation X (SMAX), whereas JIRA Service Management is most compared with ServiceNow, ManageEngine ServiceDesk Plus, Freshdesk, BMC Helix ITSM 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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