"The initial setup is pretty straightforward."
"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."
"As of late, I really like the BI functions."
"Time sheets are a powerful tool."
"Self-service interface means people can check their own tickets."
"The most valuable features are the requests and incident tracking."
"SLA integrations, reports, and integration with other applications are the most valuable."
"The workflow capability is useful. It's not a manual helpdesk operation. It's fully automated, even when an alarm has occurred. It covers the complete cycle of initiation to resolving the events. This is its most strong feature that is easily integrable with a monitoring solution. It creates tickets, and the workflow feature is the most important one."
"The solution is very easy to work with."
"The brand name is the most valuable aspect of this solution for me. It's IBM. It's a global company that supports this product, it's not something open source or something like that."
"What I like about the Control Desk is that everything is centralized. You have all the requests in one place, you know which ones are for whom and who is working on them."
"The solution has been stable."
"In the early stages of our company, all requests were done in notebooks, and none of it was centrally managed. But now we have a central tool which is an entry point for all requests that come in."
"The cost of this solution is too high, which is why we're leaving."
"Clarity tech support has gotten worse since Broadcom acquired CA Technologies. We're not getting the support we've come to expect as a large enterprise. Clarity's support needs to improve, or it's going to lose market share."
"Nowadays every person is used to an interface that is more user-friendly and this one is not so user-friendly maybe due to the fact that, if you need to let people customize everything, sometimes you lose out on a clean user experience."
"Report solutions are a little short."
"It doesn't yet have the ability to integrate with other products."
"The CA products integrate well together but I would like to see better integration with third-party solutions."
"When I am reviewing an incident, sometimes there is too much information on the same screen and it is difficult to discern what is of value."
"Support has been the biggest problem for us. I understand that because we use the product of a global company, some changes are not quick to deploy."
"The reporting in relation to updating could be improved upon."
"Overall the user experience, as opposed to the system and databases, could be improved. It does work as it should and it's good, but they should invest more in the user interfaces to be less data oriented and more appealing for the user."
"The user interface is not very interesting. If you look at other products like JIRA and ServiceNow, they have made it much easier for the end-users. Maybe not ServiceNow, but JIRA is quite flexible. From a presentation point of view, IBM should make more user-friendly interfaces."
"The time calculations can be improved. While working on reports, it was taking the time only in seconds, which was hard for me to work out. While creating some dialogs in the service portal, you have to use certain data types in some fields. It was very tricky to make them work. I was testing a certain type of input, and it didn't work. It didn't show me the domain that the fields have to show. I had to make the change to the database, and only then it worked. It was a tricky thing to make them work with the dialogs. Their technical support can also be improved in terms of response time."
"The solution lacks a graphical user interface."
"The main issue that we hear from our customers is that the self-service user interface is a little bit old, possibly due to the fact that IBM is such a large enterprise company. People say that they think they're in the year 2004, because you can very clearly see that the technology is lagging behind modern trends."
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...
Clarity SM is ranked 13th in Help Desk Software with 7 reviews while IBM SmartCloud Control Desk is ranked 11th in Help Desk Software with 7 reviews. Clarity SM is rated 7.2, while IBM SmartCloud Control Desk is rated 7.4. The top reviewer of Clarity SM writes "Saves us time and money with a great self-service interface". On the other hand, the top reviewer of IBM SmartCloud Control Desk writes "Centralized solution to efficiently take care of customer service calls". Clarity SM is most compared with ServiceNow, JIRA Service Management, SCSM, BMC Helix ITSM and ManageEngine ServiceDesk Plus, whereas IBM SmartCloud Control Desk is most compared with ServiceNow, JIRA Service Management, SCSM, Micro Focus Service Manager and BMC Helix ITSM. See our Clarity SM vs. IBM SmartCloud Control Desk report.
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