What users are saying about
Top Rated
37 Ratings
Top Rated
37 Ratings
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Score 6.9 out of 101

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Likelihood to Recommend

CA Service Desk Manager

Basic support tracking is the only time I would recommend CA Service Desk. Anything that relies on work-flow management would be better suited with another third party product.
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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
8.7
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
8.5
Service-level management
CA Service Desk Manager
9.5

Pros

  • Excellent workflow management
  • Resource task management
  • Knowledge management
Vandana Karthikeya profile photo

Cons

  • 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.
Vandana Karthikeya profile photo

Likelihood to Renew

CA Service Desk Manager4.1
Based on 6 answers
I would go for a broader service management tool.
Vandana Karthikeya profile photo

Alternatives Considered

  • Comprehensive, integrated service support
  • Modern, collaborative consumer experience
  • Mobile-optimized capabilities
  • Innovative change management
  • Pre-built ITIL® content*
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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.
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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