47 Ratings
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Score 7 out of 100
44 Ratings
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Score 8.1 out of 100

Feature Set Ratings

  • Micro Focus Service Manager ranks higher in 3 feature sets: Incident and problem management, ITSM asset management, Change management

Incident and problem management

8.6

CA Service Management

86%
10.0

Micro Focus Service Manager

100%
Micro Focus Service Manager ranks higher in 7/7 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
10.0
100%
3 Ratings

Expert directory

8.7
87%
5 Ratings
10.0
100%
3 Ratings

Service restoration

8.4
84%
6 Ratings
10.0
100%
3 Ratings

Self-service tools

8.6
86%
6 Ratings
10.0
100%
3 Ratings

Subscription-based notifications

7.9
79%
6 Ratings
10.0
100%
3 Ratings

ITSM collaboration and documentation

9.7
97%
6 Ratings
10.0
100%
3 Ratings

ITSM reports and dashboards

7.5
75%
5 Ratings
10.0
100%
3 Ratings

ITSM asset management

9.2

CA Service Management

92%
10.0

Micro Focus Service Manager

100%
Micro Focus Service Manager ranks higher in 3/3 features

Configuration mangement

9.7
97%
6 Ratings
10.0
100%
3 Ratings

Asset management dashboard

10.0
100%
3 Ratings
10.0
100%
3 Ratings

Policy and contract enforcement

8.0
80%
3 Ratings
10.0
100%
3 Ratings

Change management

9.1

CA Service Management

91%
10.0

Micro Focus Service Manager

100%
Micro Focus Service Manager ranks higher in 3/3 features

Change requests repository

9.0
90%
6 Ratings
10.0
100%
2 Ratings

Change calendar

8.6
86%
4 Ratings
10.0
100%
2 Ratings

Service-level management

9.5
95%
5 Ratings
10.0
100%
2 Ratings

Attribute Ratings

  • CA Service Management, with CA Service Desk Manager and Micro Focus Service Manager are tied in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
9.0

Micro Focus Service Manager

90%
3 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings

Micro Focus Service Manager

N/A
0 Ratings

Likelihood to Recommend

CA Service Management

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

Micro Focus Service Manager

If you're looking for an ITIL compatible service manager tool, Micro Focus Service Manager is one of the best solutions for you. If you're looking to manage you or your customer's inventory in a way that is compatible with your contracts, Micro Focus Service Manager is one of the best solutions for you. Micro Focus Service Manager is a very flexible and scalable system.
Celil ÇİYNEKLİ | TrustRadius Reviewer

Pros

CA Service Management

  • 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

Micro Focus Service Manager

  • We have a web based version and it's nice logging into it from the web.
  • It is nice that it has a favorites/dashboard where you can save your Knowledge Articles, open a new ticket, and access other shortcuts quickly.
Sebastian Torres | TrustRadius Reviewer

Cons

CA Service Management

  • 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

Micro Focus Service Manager

  • I find it as a wonderful tool, no improvements needs as of now w.r.t [with regard to] performance.
Anonymous | TrustRadius Reviewer

Pricing Details

CA Service Management

General

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

Starting Price

Micro Focus Service Manager

General

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

Starting Price

Likelihood to Renew

CA Service Management

CA Service Management 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

Micro Focus Service Manager

No score
No answers yet
No answers on this topic

Alternatives Considered

CA Service Management

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

Micro Focus Service Manager

  • ITIL and ISO 20000 compatible service management tool.
  • The best for inventory management make relation with other ITIL processes.
  • Very flexible and scalable system.
  • You can find a more human resource for Micro Focus Service Manager
  • The community and support is also good
Celil ÇİYNEKLİ | TrustRadius Reviewer

Return on Investment

CA Service Management

  • 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

Micro Focus Service Manager

  • We take anywhere from between 850-1400 calls a day and overall the whole opening tickets to close process goes pretty smoothly.
Sebastian Torres | TrustRadius Reviewer

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