Overview
What is CA Service Management?
CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and…
CA Service Desk Manager- solid and scaleable solution, less all the unnecessary expense to maintain!
CA SERVICE DESK REVIEW
CA Service Desk Manager Agile as always
We are using CA Service Management Suite of CA which CA Service Desk Manger is one of the components of that suite. We have branded the …
tech100
Service Desk... great for beginner organizations... only
Service Desk review
CA Service Desk Manager for an enterprise.
CA SD--best suited for HelpDesk Management
CA SDM review
- Increased productivity of consumers, IT teams and management
- Reduced number of Service Desk tickets
- Faster service restoration
- Clearer …
There's nothing like a service desk party!!!
Solid Concepts, just fell short on delivery in the end
Great Product, but Flawed - CA Service Desk Manager
Awards
Products that are considered exceptional by their customers based on a variety of criteria win TrustRadius awards. Learn more about the types of TrustRadius awards to make the best purchase decision. More about TrustRadius Awards
Popular Features
- Organize and prioritize service tickets (6)9.797%
- Self-service tools (6)8.686%
- Service restoration (6)8.484%
- Subscription-based notifications (6)7.979%
Pricing
What is CA Service Management?
CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since…
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
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Alternatives Pricing
What is ServiceNow IT Service Management?
ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…
What is Freshservice?
Freshservice is a cloud-based service desk and IT service management (ITSM) solution that currently serves more than 10,000 SMB, mid-market, and enterprise customers worldwide.
Features
Incident and problem management
Streamlining ticketing and service restoration processes
- 9.7Organize and prioritize service tickets(6) Ratings
Prioritize tickets to ensure most urgent are tackled first
- 8.7Expert directory(5) Ratings
Directory of IT and businesses services available to customers to help route tickets to appropriate subject matter experts
- 8.4Service restoration(6) Ratings
Impact assessment and automated fixes for common problems
- 8.6Self-service tools(6) Ratings
Repository of information documenting common issues and known resolutions which can be accessed directly by users
- 7.9Subscription-based notifications(6) Ratings
Users subscribe to notifications for ticket updates
- 9.7ITSM collaboration and documentation(6) Ratings
Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.
- 7.5ITSM reports and dashboards(5) Ratings
Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data
ITSM asset management
Managing all IT assets and enforcing policy rules
- 9.7Configuration mangement(6) Ratings
Database for tracking and reporting all business assets
- 10Asset management dashboard(3) Ratings
Dashboard showing organization's software portfolio
- 8Policy and contract enforcement(3) Ratings
Ensuring that requesters have eligibility before fullfullment
Change management
Ensuring standardized processes for making changes to IT infrastructure
- 9Change requests repository(6) Ratings
Single repository of all planned changes and releases
- 8.6Change calendar(4) Ratings
Calendar showing change schedule to stakeholders
- 9.5Service-level management(5) Ratings
Process for negotiating agreements regarding service level expectations, and ensuring these are met
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is CA Service Management?
CA Service Management Integrations
CA Service Management Competitors
- IFS Assyst
- Cherwell Service Management
- Hornbill Supportworks ITSM
- ServiceNow IT Service Management
- BMC Helix ITSM (Remedy)
- Ivanti Service Manager (powered by Heat)
CA Service Management Technical Details
Operating Systems | Unspecified |
---|---|
Mobile Application | No |
Frequently Asked Questions
Comparisons
Compare with
Reviews and Ratings
(47)Community Insights
- Business Problems Solved
Customers have found that this product offers a convenient self-service option for logging their own tickets and referencing existing problems. This has reduced the volume of calls to the call center, as tickets can be automatically routed based on location and product. Additionally, customers appreciate that the web-based solution eliminates the need for them to install special software or for technicians to carry a PC. The knowledge module within the product is highly valued, as it contains a library of documents for both customers and technicians to reference known problems and their solutions or workarounds. The tracking feature for the use of knowledge also allows incidents to be linked and provides visibility into recurring issues. With its ITIL-driven approach, this product is used throughout the whole company. Employees are able to submit requests to the help desk using this system, while the service desk utilizes it as a ticket management tool. The ability to upload and access knowledge articles directly in the system streamlines workflows for help desk analysts when processing requests. Not only is it used for reporting purposes to track logged calls and emails, but it is also utilized for service automation across various departments within the organization. As an enterprise help desk system, it provides categories and workgroups tailored to different departments' needs. This product is relied upon to log and track tickets and changes within the company, offering a comprehensive paper trail. Overall, this product plays a crucial role in incident, request, problem, change, configuration, and knowledge tracking for the entire IT organization. Its robust capabilities increase productivity for consumers, IT teams, and management by enabling faster service restoration and providing a clearer understanding of support's business value. Moreover, it minimizes service disruptions and reduces business risks associated with changes.
Attribute Ratings
Reviews
(1-12 of 12)CA Service Desk Manager- solid and scaleable solution, less all the unnecessary expense to maintain!
- Integrated solution for incident, request and problem and change management tickets
- Simple but resourceful knowledge component
- Effective survey feature for interface with end users
- Integration to Service Catalog as well as a native self-service interface
- Reporting is a challenge for all ticketing systems and we've had to use an external dashboard tool (and previously Crystal/Boxi) for this purpose.
- Gui for end users is clunky, forcing to have to use a catalog tool for this purpose.
- Notification engine is not very customizable, causing an over or under notification to customers and specifically IT users.
CA SERVICE DESK REVIEW
- This application is very easy to use. It is the best when it comes to training since the application is easy to understand and employees are able to easily catch up on work process.
- It is a great reporting tool because users can look up work they've done over a period of time.
- The auto populate feature is very helpful since at the service desk users do have several tickets to create for a single requester.
- The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
- The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.
CA Service Desk Manager Agile as always
We are using CA Service Management Suite of CA which CA Service Desk Manger is one of the components of that suite. We have branded the name of CA Service Management as KhidmahTech (Arabic Name) which means your service. We have made CA as a single point of contact for all IT Related Services, and all ITIL process has been configured in CA. KhidmahTech is used as a service management tools for two divisions in my company, i.e. IT & HR.
The biggest business problem it has addressed is the Service Automation of all service of IT and HR.
- Agility is the biggest strength of CA Service Desk Manager as it can be easily customized based on the process.
- CA Process Automation along with CA service desk manger can be a lethal combination for automation of any process across the Board.
- Easy to upgrade and Installation is very useful along with good documentation and support.
- Mobile App cab be improved.
- Constantly innovate based on the competition from other ITSM Vendors.
- Reporting can be improved.
We got a task for Automation of Business Automation Document (BRD) which has many complex scenarios and approvals, we have achieved this with the help of CA. Also IT Downtime Notification automation is also achieved with the help of process automation and ca service desk manager.
Scenario 2:
Integration with the third party tools required lot of customization as there is no available connector for that.
tech100
- You can log in anywhere.
- It is a good way to document all work that is being done by each tech.
- It is a great way to see a staff member's history or if he may have a repeating problem.
- When you are opening and closing too many tickets back to back, the system lags and save turns into accept which does not save anything, and basically all you have done on this ticket has been lost.
Service Desk... great for beginner organizations... only
- The database is very clean and easily to manipulate with regards to querying available data and needing to find the right table.
- The UI interface allows for new form/template creation out of the box. In particular it is a very 'what you see is what you get' interface.
- The API has been around for a considerable period of time that third party services already integrate with CA Service Desk Manager for automated ticket creation, etc.
- The product requires major investment in customizations as the out-of-the-box experience is very limiting feature wise.
- The product utilizes a proprietary language, this requires a specialist in CA products rather than a general programmer.
- Vendor support is very limited in that the response times are exceedingly increasing to the point of waiting 24-hours for initial response.
Service Desk review
- A large community where, if help is needed, is usually very helpful and quick to respond.
- Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
- Fairly easy installation of the product if recommendations are followed and prep-work is done.
- Certain functions can be easily forgotten and easily overlooked and sometimes hard to find. The many different levels involved with security (Access Types, Roles, Data Partitions, Functional Access, etc.) can be confused with one another and results in doing changes in one of the levels that may not be the best choice. For example: Functional Access changes done within Roles can also be achieved by the Data Partitions.
- Simple tasks, such as sending a notification for a certain action, is difficult and confusing to accomplish. You need to create conditions that you apply to Macros (that you create) which you then apply to Events (that you create). They do have a default list out-of-box but even they are named in such a way that you're not sure if the one you are looking at is the correct one for your need until you look at the condition/macro/event to be certail.
- Properties (attached to Request/Incident/Problem Areas) provide very basic functionality to request additional information of the user. Would like to see more options available in this area as well as the ability to trigger actions based on End User answers to the properties.
- Administration can quickly become confusing as researching areas allows clicking certain pieces of information that open window after window for each piece of info quickly resulting in several windows being open. Closing any of the windows prior to the last open one results in all the windows closing that were open from it.
CA Service Desk Manager for an enterprise.
- CA Service Desk Manager is scalable, it can handle any sized organization. The product can be load balanced and clustered.
- CA Service Desk Manager has a patching utility and support site where to download the patches. This is very useful as not all products have software patching available.
- CA Service Desk Manager offers a PDA site and the newer versions offer a mobile app. This is great.
- CA Service Desk Manager does not have a right click for copy and paste in version 12.6 on the major forms and fields, that is a major bummer.
- CA Service Desk Manager is buggy, if bugs are not addressed immediately you could lose your customers faith in the product. Since CA Service Desk Manager tends to be buggy, you need a good admin to get them addressed.
- CA Service Desk Manager's patches tend to break other functionality.
- CA Service Desk Manager education does not address their proprietary code enough. This is for customizations.
- CA Service Desk Manager is sensitive to it's environment and may require a full system reboot monthly.
CA SD--best suited for HelpDesk Management
- Excellent workflow management
- Resource task management
- Knowledge management
- Linking into other ITSM Tools for automatic event/alert generation could be a good feature to use. Not sure if this has been addressed in later versions of the product.
- Effective integration into communication tools such as pagers, text messages would be a great plus. Again this may have been addressed in later versions.
CA SDM review
- Increased productivity of consumers, IT teams and management
- Reduced number of Service Desk tickets
- Faster service restoration
- Clearer understanding of support’s business value
- Less business risk associated with changes
- Fewer service disruptions
- Streamlines support
- Unified, collaborative self-service and mobility
- Broad CA Service Management solution
- Would like to see functionality of seeing tickets in a map view for a specific location .Eg. In a Retail space, Would like to see tickets related to each store, when mouse is hovered over a particular store on a Map
- Better consumer empowerment and satisfaction: Self-service and social media give the user a consumer experience.
- Reduced number of Service Desk tickets: Fewer tickets coming to your Service Desk can help your IT team focus on bigger issues.
There's nothing like a service desk party!!!
- Tracking - For large projects across multiple departments, we are able to keep track of progression in one central location
- Accountability - If someone alters a document or information, everyone is able to review the original documentation
- Communication - While it is great to add notes and comments, there should be better interaction with CA Service Desk and Outlook email
- Conceptually ties EITM together well, although lacks tactical ease of that concept
- Ticket categorization and routing
- CMDB categorization
- Knowledge alignment with incident/problem areas
- GUI- slow, clunky
- Integrations within the CA umbrella and with other vended solutions
- Reporting/BI
- The security partitions capabilities and multi tenant capabilities seems good, although we had minimal use for them.
Great Product, but Flawed - CA Service Desk Manager
- CA Service Desk Manager is good for commissioning or decommissioning servers, as the change orders can be customized so that each step is applicable to that server build.
- CA Service Desk Manager is great for any environment with a help desk, as the alerting of priority tickets in any one group's queue is well executed.
- CA Service Desk Manager is good for making changes within your IT department as you can create change orders with a tiered approval system.
- CA Service Desk Manager could improve on their application code, as your "scoreboard" grows in size either in the number of nodes you have or number of ticket / changes in those nodes, the slower it takes to log in. This can be a major issue when you support critical applications and have urgent priority tickets.