What users are saying about
Top Rated
173 Ratings
39 Ratings
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Score 6.8 out of 100
Top Rated
173 Ratings
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Score 8.4 out of 100

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.)
Anonymous | TrustRadius Reviewer

Pega Platform

Pega is great for corporate web apps when a certain work flow or process can be improved through automation or a more stream lined process. It can handle forms and documents really well, integrates well with many different services (including other Pega apps), can handle very complex work flows and logic to basic things like user permissions and notifications. I would say it is less suited for small business needs. I would also say it is not that great at handling media or very interactive screens such as video (something I have personally never seen done).
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

CA Service Desk Manager
8.6
Pega Platform
Organize and prioritize service tickets
CA Service Desk Manager
9.7
Pega Platform
Expert directory
CA Service Desk Manager
8.7
Pega Platform
Service restoration
CA Service Desk Manager
8.4
Pega Platform
Self-service tools
CA Service Desk Manager
8.6
Pega Platform
Subscription-based notifications
CA Service Desk Manager
7.9
Pega Platform
ITSM collaboration and documentation
CA Service Desk Manager
9.7
Pega Platform
ITSM reports and dashboards
CA Service Desk Manager
7.5
Pega Platform

ITSM asset management

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

Change management

CA Service Desk Manager
9.1
Pega Platform
Change requests repository
CA Service Desk Manager
9.0
Pega Platform
Change calendar
CA Service Desk Manager
8.6
Pega Platform
Service-level management
CA Service Desk Manager
9.5
Pega Platform

Reporting & Analytics

CA Service Desk Manager
Pega Platform
7.9
Dashboards
CA Service Desk Manager
Pega Platform
8.1
Standard reports
CA Service Desk Manager
Pega Platform
8.1
Custom reports
CA Service Desk Manager
Pega Platform
7.4

Process Engine

CA Service Desk Manager
Pega Platform
7.8
Process designer
CA Service Desk Manager
Pega Platform
8.5
Process simulation
CA Service Desk Manager
Pega Platform
8.1
Business rules engine
CA Service Desk Manager
Pega Platform
8.5
SOA support
CA Service Desk Manager
Pega Platform
8.3
Process player
CA Service Desk Manager
Pega Platform
7.9
Support for modeling languages
CA Service Desk Manager
Pega Platform
5.4
Form builder
CA Service Desk Manager
Pega Platform
7.9
Model execution
CA Service Desk Manager
Pega Platform
8.1

Collaboration

CA Service Desk Manager
Pega Platform
7.7
Social collaboration tools
CA Service Desk Manager
Pega Platform
7.7

Content Management Capabilties

CA Service Desk Manager
Pega Platform
4.4
Content management
CA Service Desk Manager
Pega Platform
4.4

Pros

CA Service Desk Manager

  • 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.
Anonymous | TrustRadius Reviewer

Pega Platform

  • Reusability
  • Pega’s Situational layer cake architecture is capable of organizing application to suit enterprise needs. An enterprise can have a complex organization structure located around the globe. Because of Situational layer cake architecture reusing common policies and procedures is easy while allowing for differences between products, regions, channels and customer segments.Whereas with some application development platforms, separate copies of the application should be created to suite different business context.
  • Faster application delivery
  • With Pega developers can reuse common policies and procedures, replicate functions and industry specific frameworks and utilize pega UI elements to develop applications. IT is easy to deploy.Therefore developers are capable of delivering application earlier compared to some application development platforms. Pega reduces time taken to deliver an outcome.
  • Pega upgrades
  • Pega platform is upddated to adapt and work with latest technologies.
  • Proprietary users support and maintain Pega platform continuously. Pega customer support is always willing to enhance product support.
Anonymous | TrustRadius Reviewer

Cons

CA Service Desk Manager

  • 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 | TrustRadius Reviewer

Pega Platform

  • Pega’s Strategic Apps, Cobrowse and OpenSpan offerings appeal to midmarket customers, but Pega is not aggressively promoting Pega 7 and Pega Express as stand-alone iBPMS platforms to the midmarket.
  • Pega doesn't support powerful data or process modeling capabilities as compared to the other tools.
  • Pega doesn't support full extraction, transformation and loading capabilities as offered by other industry-leading tools. Pega support doesn't solve tickets correctly on-time.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

CA Service Desk Manager

CA Service Desk Manager 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.
Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer

Pega Platform

Pega Platform 10.0
Based on 6 answers
Pegasystems has continued to demonstrate a strong partnership with our organization and investment in their product that aligns with our overall vision and need. Pegasystems has engaged us at every level, with the assistance of minor defects to the overall roadmap planning and alignment of our goals
Anonymous | TrustRadius Reviewer

Support

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Pega Platform

Pega Platform 7.0
Based on 6 answers
It’s very slow sometimes, but that may be our servers. Also the Knowledge Library needs some work - again, not sure if it’s our setup or what- but I’m unable to search the body of an article for content, so I have to be very intentional with tagging, but it’s not ideal.
Anonymous | TrustRadius Reviewer

Online Training

CA Service Desk Manager

No score
No answers yet
No answers on this topic

Pega Platform

Pega Platform 8.0
Based on 1 answer
The online training is an excellent one, but still it is missing hands on development.
Anonymous | TrustRadius Reviewer

Alternatives Considered

CA Service Desk Manager

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.
Anonymous | TrustRadius Reviewer

Pega Platform

Pega offers a business-friendly toolkit for defining applications. Unlike traditional BPM tools, there is much fewer complications, the technical syntax to handle in modeling processes and hardly any hard-coded programming. A well-trained business user can be trusted to create a business application from the Pegasystems BPM framework if desired. Pega also provides "Case Life cycle Management" - which allows any business user to capture and process the full scope of work in their operations, be it document handling, approvals, decision making, etc. These tasks can all be built into a process flow to automate as much as possible. The usage of design-once, the deploy-anywhere user interface has helped in saving a lot of effort.
Anonymous | TrustRadius Reviewer

Return on Investment

CA Service Desk Manager

  • 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.
Farooq Hussain | TrustRadius Reviewer

Pega Platform

  • With our framework, we have been able to build new applications in 10% of the time/cost. Example, we built an application that took 8 months and 1.2 million k in a traditional .net environment and was able to build a similar application in 60 days for about 100k
  • Collaboration with the designer shaves weeks off the requirements gathering
  • Standard reporting is a launchpad that allows the users to accept the system without waiting for MIS reports to follow application build which often would usually delay use for 60 to 90, but not with Pega
Chuck Kelly | TrustRadius Reviewer

Screenshots

CA Service Desk Manager

Pega Platform

Pricing Details

CA Service Desk Manager

General

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

Pega Platform

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Rating Summary

Likelihood to Recommend

CA Service Desk Manager
9.0
Pega Platform
8.5

Likelihood to Renew

CA Service Desk Manager
4.1
Pega Platform
10.0

Support

CA Service Desk Manager
Pega Platform
7.0

Online Training

CA Service Desk Manager
Pega Platform
8.0

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