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

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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Check Point Endpoint Media Encryption and Port Protection (Pointsec) is well suited for Microsoft Windows environment. While, for MacOS it is less appropriate.

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• 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.

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• Requires authorized passwords and logins from end users.
• Utilizes voiceprint recognition to validate users.
• Allows for a one time login from end users working remotely away from their desks.

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• 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.

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• Types of devices to control needs to be added like McAfee and GFI Endpoint Security.
• Device whitelisting needs more granular level like by Vendor ID, Serial Number, Device ID etc.
• Device Control and Media Protection on MacOS to be added.

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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.

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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.

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Symantec Encryption, a few management points led me to evaluate and not go with it.

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• 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.

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• Stops Ransomware attacks
• Easy to manage
• Easy to deploy

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info