What users are saying about
3 Ratings
3 Ratings
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Score 8 out of 100
47 Ratings
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Score 7.1 out of 100

Feature Set Ratings

  • CA Service Management, with CA Service Desk Manager ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

7.8

C2 ATOM

78%
8.6

CA Service Management

86%
CA Service Management, with CA Service Desk Manager ranks higher in 5/7 features

Organize and prioritize service tickets

8.0
80%
1 Rating
9.7
97%
6 Ratings

Expert directory

9.0
90%
1 Rating
8.7
87%
5 Ratings

Self-service tools

8.0
80%
1 Rating
8.6
86%
6 Ratings

Subscription-based notifications

6.0
60%
1 Rating
7.9
79%
6 Ratings

ITSM collaboration and documentation

8.0
80%
1 Rating
9.7
97%
6 Ratings

ITSM reports and dashboards

8.0
80%
1 Rating
7.5
75%
5 Ratings

Service restoration

N/A
0 Ratings
8.4
84%
6 Ratings

ITSM asset management

7.5

C2 ATOM

75%
9.2

CA Service Management

92%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Configuration mangement

8.0
80%
1 Rating
9.7
97%
6 Ratings

Asset management dashboard

7.0
70%
1 Rating
10.0
100%
3 Ratings

Policy and contract enforcement

N/A
0 Ratings
8.0
80%
3 Ratings

Change management

9.0

C2 ATOM

90%
9.1

CA Service Management

91%
C2 ATOM ranks higher in 2/3 features

Change requests repository

9.0
90%
1 Rating
9.0
90%
6 Ratings

Change calendar

9.0
90%
1 Rating
8.6
86%
4 Ratings

Service-level management

N/A
0 Ratings
9.5
95%
5 Ratings

Attribute Ratings

  • CA Service Management, with CA Service Desk Manager is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

C2 ATOM

80%
1 Rating
9.0

CA Service Management

90%
12 Ratings

Likelihood to Renew

C2 ATOM

N/A
0 Ratings
4.1

CA Service Management

41%
6 Ratings

Likelihood to Recommend

Sherweb

This is a great tool for small to mid size companies. It does what a help desk requires. However it does not have the options of a Remedy or Service Now:
  • Access your help desk anytime, anywhere using iPhone app.
  • Create SLA and provide quality services in time, to your end users
  • Manage your purchases right from the birth of the PO
Read full review

Broadcom

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.)
Read full review

Pros

Sherweb

  • Great Dashboard
  • Easy to read and use graphical user interface
  • Very detailed contact list
Read full review

Broadcom

  • 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.
Read full review

Cons

Sherweb

  • Alerts to advise when ticket thresholds avec been exceeded
  • The chat option is unnecessary with all the communication channels available
Read full review

Broadcom

  • 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.
Read full review

Pricing Details

C2 ATOM

Starting Price

$0

Editions & Modules

C2 ATOM editions and modules pricing
EditionModules
C2 ATOM On-PremiseContact us1
SMALL TEAM502
ACROSS YOUR BUSINESS653
Starting Price$62.004

Footnotes

  1. none
  2. per user per month
  3. per user per month
  4. per month

Offerings

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services

Entry-level set up fee?

Required $6,000

Additional Details

Cloud version includes monthly subscription license, updates, hosting & support. Concurrent Licensing only. Yearly plan paid annually. Custom-cloud & Enterprise version available with additional options & features. Contact our team for more details.

CA Service Management

Starting Price

Editions & Modules

CA Service Management editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    Likelihood to Renew

    Sherweb

    No answers on this topic

    Broadcom

    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.
    Read full review

    Alternatives Considered

    Sherweb

    It all came down to cost. Total cost vs available functionality However, being a Quebec based company the decision to purchase from a local company did have a factor in the decision making.
    Read full review

    Broadcom

    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.
    Read full review

    Return on Investment

    Sherweb

    • Positive impact due to legacy application it replaced (more functionalities)
    • Offered an ITIL structured service catalog
    • Great solution that can support IT Service Center activities.
    Read full review

    Broadcom

    • 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.
    Read full review

    Screenshots

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