47 Ratings
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Score 7 out of 100
443 Ratings
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Score 8.4 out of 100

Feature Set Ratings

  • CA Service Management, with CA Service Desk 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%
8.1

ServiceNow IT Service Management

81%
CA Service Management, with CA Service Desk Manager ranks higher in 6/7 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
9.0
90%
67 Ratings

Expert directory

8.7
87%
5 Ratings
7.9
79%
51 Ratings

Service restoration

8.4
84%
6 Ratings
7.8
78%
56 Ratings

Self-service tools

8.6
86%
6 Ratings
7.6
76%
65 Ratings

Subscription-based notifications

7.9
79%
6 Ratings
7.4
74%
63 Ratings

ITSM collaboration and documentation

9.7
97%
6 Ratings
8.4
84%
60 Ratings

ITSM reports and dashboards

7.5
75%
5 Ratings
8.4
84%
62 Ratings

ITSM asset management

9.2

CA Service Management

92%
7.8

ServiceNow IT Service Management

78%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Configuration mangement

9.7
97%
6 Ratings
7.7
77%
60 Ratings

Asset management dashboard

10.0
100%
3 Ratings
8.1
81%
59 Ratings

Policy and contract enforcement

8.0
80%
3 Ratings
7.7
77%
53 Ratings

Change management

9.1

CA Service Management

91%
8.1

ServiceNow IT Service Management

81%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Change requests repository

9.0
90%
6 Ratings
8.3
83%
61 Ratings

Change calendar

8.6
86%
4 Ratings
7.8
78%
55 Ratings

Service-level management

9.5
95%
5 Ratings
8.2
82%
57 Ratings

Attribute Ratings

  • CA Service Management, with CA Service Desk Manager is rated higher in 1 area: Likelihood to Recommend
  • ServiceNow IT Service Management is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
8.7

ServiceNow IT Service Management

87%
79 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings
10.0

ServiceNow IT Service Management

100%
12 Ratings

Usability

CA Service Management

N/A
0 Ratings
6.4

ServiceNow IT Service Management

64%
11 Ratings

Availability

CA Service Management

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
2 Ratings

Performance

CA Service Management

N/A
0 Ratings
9.0

ServiceNow IT Service Management

90%
2 Ratings

Support Rating

CA Service Management

N/A
0 Ratings
7.5

ServiceNow IT Service Management

75%
40 Ratings

Online Training

CA Service Management

N/A
0 Ratings
1.0

ServiceNow IT Service Management

10%
1 Rating

Implementation Rating

CA Service Management

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
6 Ratings

Product Scalability

CA Service Management

N/A
0 Ratings
10.0

ServiceNow IT Service Management

100%
1 Rating

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

ServiceNow IT Service Management

In our organization, we are using ServiceNow extensively. Change Management, Incident Management, Problem Management, Time tracking are few modules which we use extensively. This sort of model will work for any product or service based companies as the product is built on ITIL framework. So this product will be suited for small or large scale companies to better organize and add controls and track SLA's for technology or business process.
Anonymous | 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

ServiceNow IT Service Management

  • When I have a number of requests to make, for example a request to add a dozen or so user accounts to more than one group account in Active Directory , I can put all the needed information into the initial form, add it to my "shopping cart" and all of that information remains on the screen for the next item for which I only need to edit a few items (like the AD group name in this example), and keep adding them to the shopping cart until I have them all. When I "Check Out" each of those items is generated as a separate task under the one request. It simplifies and expedites the creation and tracking of these kinds of requests.
  • I can easily and quickly see what tickets are currently assigned to me in order to prioritize them and remain aware of my workload.
  • Numerous fields for CIs can be used when trying to find the entry for a particular item. For example, IP Address, server name, raw text, classification, and so on.
  • To help with making sense out of related tasks, when a task is assigned to me and I need to open another task for a different team to work in order to complete my task, I can open a sub-task from my ticket so that the relationship between the two can be pulled up later into reports. For example, I may have a task to build a new vm, and need to open tasks for networking, security accounts, software installation and so on. By opening sub-tasks from my assignment, the time spent by all parties concerned is tied together for more meaningful cost accounting.
Dr Gardiner Jones | 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

ServiceNow IT Service Management

  • It is hard to find areas for improvement, the tool is very powerful. That said, building the CMDB still involves some manual interaction which was not how it was presented in demos.
  • The CMDB data is almost too deep and detailed. When you build the relationship map it can be so large that it is overwhelming. You can limit this, but the default maps are massive if you are discovering lots of device classes.
  • The product is expensive. Since they are the leader in the industry and the product has tons of features, they definitely charge for it!
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

CA Service Management Editions & Modules

Additional Pricing Details

ServiceNow IT Service Management

General

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

Starting Price

$0 per year

ServiceNow IT Service Management Editions & Modules

Edition
Starting Price$10,000.001
  1. per year
Additional Pricing Details

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

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 12 answers
To be completely honest setting up a new ticketing system can be a pain in the ass. Once you have it setup and customized the way you want it, you don't want to switch unless you're unhappy with the product. Unless future releases and updates really muck the system up, I wouldn't change.
Anonymous | TrustRadius Reviewer

Usability

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 6.4
Based on 11 answers
The dashboard is so confusing, [there are] many clicks to open a task and search by a ticket. The Enterprise customisation [we did] has finished to kill the software and creates a really bad experience on a daily basis. [It is] So slow, and so many clicks to process a ticket. Works only on IE so, that [should] make you realize that [it] is a bad idea.
Max Lewenhaupt | TrustRadius Reviewer

Reliability and Availability

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 2 answers
We have never had any issues with ServiceNow's availability that I am aware of in the two years I have been using it.
Michael Sypes | TrustRadius Reviewer

Performance

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 9.0
Based on 2 answers
For a massive system, page loads are reasonably quick, including searches.
Michael Sypes | TrustRadius Reviewer

Support Rating

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 7.5
Based on 40 answers
I would give it this rating because we have had no major issues with the support for ServiceNow after we implemented it at our organization. They seem to respond promptly and efficiently if we ever do need to open a support case with them about an issue we are having.
Anonymous | TrustRadius Reviewer

Online Training

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 1.0
Based on 1 answer
To type in what should be a text box, you have to click an empty cell, a tiny text box pop up opens with a check box and an X. You the. Type in the text box and have to click the check mark. If you have a bunch of fields to fill out, doing this is very annoying. Absolutely know thought went in to this. I'm sure somebody in marketing thought it was a good idea. It wasn't.
Anonymous | TrustRadius Reviewer

Implementation Rating

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 6 answers
Without exception, every client I have worked with has been very happy with their resulting product. While this is partly due to my work, I must point out that the platform is the winning decision, not the implementer.
Randall Hodgins | TrustRadius Reviewer

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

ServiceNow IT Service Management

We used to use Jira to handle service tickets but it's way too robust for something this straightforward. Due to the nature of Jira, you needed to already have a lot of documentation and knowledge about who should be assigned the ticket, so the lift of creating a ticket was time consuming.
Jessica Rich | TrustRadius Reviewer

Scalability

CA Service Management

No score
No answers yet
No answers on this topic

ServiceNow IT Service Management

ServiceNow IT Service Management 10.0
Based on 1 answer
ServiceNow works as an enterprise solution.
Michael Sypes | 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

ServiceNow IT Service Management

  • ServiceNow has helped majorly in removing the in-house development effort for the ticketing tool and now we can focus on using the ticketing system and rest is managed by service now
  • ServiceNow have had a great impact in Incident reporting and management through its subscription models and a powerful dashboard
  • With machine learning feature available within service now, we are able to analyze the incident patterns and root cause and reduce the production outages
Anonymous | TrustRadius Reviewer

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