CA Service Management, with CA Service Desk Manager vs. Check Point Harmony Endpoint

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.)

Incentivized

Check Point Endpoint Security is well suited for businesses where confidentiality must be maintained in order to mitigate risk and compromise of customer information

Incentivized

• 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.

Incentivized

• Identifies ransomware
• Low resource usage
• Self remediation

Incentivized

• 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.

Incentivized

• The prompts for one time logins are rather lengthy and it takes around five minutes to go through all of the authentication required. I believe this could be improved upon.

Incentivized

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.

Incentivized

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.

Incentivized

I found that Check Point identified more Ransomware attacks than Kaspersky.

Incentivized

• 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.

Incentivized

• It has enabled us to maintain privacy which has enhanced our highly rated brand standard. While basically it is a team member specific, behind the scenes program that protects systems from being used by unauthorized individuals, it contributes to the overall integrity of the organization which results in increased market share and return on investment for shareholders.

Incentivized