Alemba Service Manager vs CA Service Management

Likelihood to Recommend

When a Service Desk agent receives a request from a user to fulfill and an incident occurs during implementation, VMWare Service Manager (VSM) will be able to link all events and correlate records across the system.

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)

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Verified User

Vice-President in Information Technology

Health, Wellness and Fitness Company, 10,001+ employees

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Feature Rating Comparison

Alemba Service Manager

CA Service Management

Organize and prioritize service tickets

Expert directory

Service restoration

Self-service tools

Subscription-based notifications

ITSM collaboration and documentation

ITSM reports and dashboards

Alemba Service Manager

CA Service Management

Configuration mangement

Asset management dashboard

Policy and contract enforcement

Alemba Service Manager

CA Service Management

Change requests repository

Change calendar

Service-level management

Pros

Manage service processes
Manage pools
Automate services

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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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.

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Verified User

Administrator in Corporate

Hospital & Health Care Company, 10,001+ employees

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Cons

Embedded CI (configuration Item) scanner
Reporting and dashboarding engine

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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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.

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Jamedith Pewu

Service Desk Specialist

HighPoint GlobalInformation Technology and Services, 10,001+ employees

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Likelihood to Renew

Alemba Service Manager 8.0

Based on 1 answer

It's performed just how I want it to, so no real complaints really

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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CA Service Management 4.1

Based on 6 answers

While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.

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Curt Melancon, CBAP, ITIL, CSSGB

Business Process Engineer

Blue Cross Blue Shield of LouisianaHospital & Health Care, 10,001+ employees

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Alternatives Considered

It wasn't my selection, it's been used for more than five years in the current organization.

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Amr ElGarhy

Business Relationship Manager (through a contract)

Royal Commission for Jubail and YanbuReal Estate, 51-200 employees

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We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.

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Verified User

Engineer in Engineering

Marketing and Advertising Company, 1001-5000 employees

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Return on Investment

Less management time spent on VMs and virtual environment
Less money spent on compute
Less money spent on servers

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Brian Kedash

Technical Publishing Coordinator

Advanced Systems GroupInformation Technology and Services, 51-200 employees

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Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
CA Mobile app has provided agility and collaboration among IT Users and Customers.

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Farooq Hussain

Sr.System Engineer

BorougePlastics, 1001-5000 employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Alemba Service Manager

CA Service Management

Alemba Service Manager

CA Service Management

Alemba Service Manager vs CA Service Management