CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.
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ServicePro
Score6 out of 10
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ServicePro is an IT service management solution that can be hosted on-premise or deployed through the cloud. It includes features such as change, incident / task, and project management.
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Pricing
CA Service Management
ServicePro
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CA Service Management
ServicePro
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
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More Pricing Information
Features
CA Service Management
ServicePro
Incident and problem management
Comparison of Incident and problem management features of CA Service Management, with CA Service Desk Manager and ServicePro
Feature
CA Service Management, with CA Service Desk Manager
8.6
6 Ratings
5% above category average
ServicePro
7.1
1 Ratings
14% below category average
Organize and prioritize service tickets
9.76 Ratings
8.01 Ratings
Expert directory
8.75 Ratings
7.01 Ratings
Service restoration
8.46 Ratings
7.01 Ratings
Self-service tools
8.66 Ratings
5.01 Ratings
Subscription-based notifications
7.96 Ratings
9.01 Ratings
ITSM collaboration and documentation
9.76 Ratings
8.01 Ratings
ITSM reports and dashboards
7.55 Ratings
6.01 Ratings
ITSM asset management
Comparison of ITSM asset management features of CA Service Management, with CA Service Desk Manager and ServicePro
Feature
CA Service Management, with CA Service Desk Manager
9.2
6 Ratings
13% above category average
ServicePro
8.5
1 Ratings
5% above category average
Configuration mangement
9.76 Ratings
8.01 Ratings
Asset management dashboard
10.03 Ratings
00 Ratings
Policy and contract enforcement
8.03 Ratings
9.01 Ratings
Change management
Comparison of Change management features of CA Service Management, with CA Service Desk Manager and ServicePro
Feature
CA Service Management, with 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.)
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
ServicePro has been a reliable tool to associate field service work orders to our NetSuite data. Our company has some niche and specific business use cases - so while I think it has good out of the box functionality, it has not been the easiest tool to build customizations around.
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
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
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
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
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
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.
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
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.
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
We originally tried Next Serice - We had a need to batch create work orders from a NetSuite Sales Order to a related work order - Our ServicePro development integration team was able to build this in our production environment, Next Service was not able to build this for us during our trial period with them.
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
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.
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
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
