What users are saying about
39 Ratings
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Score 6.8 out of 101

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Likelihood to Recommend

CA Service Desk Manager

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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Feature Rating Comparison

Incident and problem management

CA Service Desk Manager
8.6
Organize and prioritize service tickets
CA Service Desk Manager
9.7
Expert directory
CA Service Desk Manager
8.7
Service restoration
CA Service Desk Manager
8.3
Self-service tools
CA Service Desk Manager
8.6
Subscription-based notifications
CA Service Desk Manager
8.0
ITSM collaboration and documentation
CA Service Desk Manager
9.7
ITSM reports and dashboards
CA Service Desk Manager
7.5

ITSM asset management

CA Service Desk Manager
9.2
Configuration mangement
CA Service Desk Manager
9.7
Asset management dashboard
CA Service Desk Manager
10.0
Policy and contract enforcement
CA Service Desk Manager
8.0

Change management

CA Service Desk Manager
9.0
Change requests repository
CA Service Desk Manager
9.0
Change calendar
CA Service Desk Manager
8.6
Service-level management
CA Service Desk Manager
9.5

Pros

  • 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.
No photo available

Cons

  • 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.
Jamedith Pewu profile photo

Likelihood to Renew

CA Service Desk Manager4.1
Based on 6 answers
We will not renew our use of CA Service Desk Manager as we have found something better of similar cost. Our organization has recently tripled in size and the cost simply was too much. A competitor offered a more streamlined solution and is cloud / SaaS. I believe if our renewal was not so costly we would have stayed.
Steven Lascarro profile photo

Alternatives Considered

iSupport and ServiceNow have much simpler interfaces and more easy-to-use customization tools built in. I was not available when the selection to use Service Desk was made.
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Return on Investment

  • CA Service Desk Manager has allowed us to provide better customer service with self service. Customers can manage and reference knowledge articles and their tickets.
  • CA Service Desk Manager does not require much customization and can be implemented quickly.
  • CA Service Desk Manager is a solid product.
Steven Lascarro profile photo

Pricing Details

CA Service Desk Manager

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details