What users are saying about
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Top Rated
149 Ratings
44 Ratings
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Score 7 out of 100

SolarWinds Service Desk

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Top Rated
149 Ratings
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Score 8.6 out of 100

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

SolarWinds Service Desk

In addition to Knowledge Base, customers can chat live and get in touch with IT support, and all this support is much more cloud base[d] and completely secure. In many cases user information should not be sent via email and requires a secure server, [for] which SolarWinds Service Desk is great platform. Dashboard is real time and platform has auto refresh and great notification system. Nice employee service portal and great Service Automation System.
Ali Kazempour | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

CA Service Management
8.6
SolarWinds Service Desk
7.9
Organize and prioritize service tickets
CA Service Management
9.7
SolarWinds Service Desk
9.3
Expert directory
CA Service Management
8.7
SolarWinds Service Desk
7.7
Service restoration
CA Service Management
8.4
SolarWinds Service Desk
7.1
Self-service tools
CA Service Management
8.6
SolarWinds Service Desk
7.9
Subscription-based notifications
CA Service Management
7.9
SolarWinds Service Desk
8.7
ITSM collaboration and documentation
CA Service Management
9.7
SolarWinds Service Desk
8.1
ITSM reports and dashboards
CA Service Management
7.5
SolarWinds Service Desk
6.5

ITSM asset management

CA Service Management
9.2
SolarWinds Service Desk
6.8
Configuration mangement
CA Service Management
9.7
SolarWinds Service Desk
6.9
Asset management dashboard
CA Service Management
10.0
SolarWinds Service Desk
6.8
Policy and contract enforcement
CA Service Management
8.0
SolarWinds Service Desk
6.8

Change management

CA Service Management
9.1
SolarWinds Service Desk
8.0
Change requests repository
CA Service Management
9.0
SolarWinds Service Desk
8.6
Change calendar
CA Service Management
8.6
SolarWinds Service Desk
7.7
Service-level management
CA Service Management
9.5
SolarWinds Service Desk
7.8

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

SolarWinds Service Desk

  • Approval flows: You can have multiple layers of approval required for the tickets and service requests you design. This helps us show auditors that access to privileged systems and data was formerly reviewed and approved by the appropriate managers.
  • Easy to design forms: You don't need to spend hours reading the documentation to figure out how to create forms. It's simple enough that you can just jump right in and start creating them with minimal training.
  • Lots of options and features are available for you to include in your forms.
  • Integrates well with SAML-based SSO and has capabilities for MFA.
  • Easy and useful search function. Need to find that ticket from last year that you worked for a particular user or issue? Just search by keyword or username, and it'll quickly find the ticket.
Anonymous | 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

SolarWinds Service Desk

  • There is potential to greatly improve the capacity for cascading attributes. Currently, categories are limited to a top-level category and one subcategory. This leaves a fairly shallow decision tree.
  • Greater flexibility to modify the layout of incident request forms.
  • More integration options for cloud file-sharing platforms. Solarwinds Service Desk has tie-ins to Dropbox but not other vendors.
Kevin Staton | TrustRadius Reviewer

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

SolarWinds Service Desk

SolarWinds Service Desk 8.0
Based on 6 answers
My renewal is soon coming up, it is fairly likely I will renew again for the 5th year. I may consider evaluating what else is out there, It was requested by my staff to not make a change. They feel that SSD fits our needs, is easy to use and should keep it.
Chris Peters Sr. | TrustRadius Reviewer

Usability

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.4
Based on 7 answers
Solarwinds Service Desk has a very "user friendly" interface. Everything looks nice and neat. And, learning how to use the system is very easy. It provides multiple services that are easy for most people to grasp, and allows for great organization of incidents and assets. Support for Solarwinds Service Desk has a good response and resolution time and are easy to work with.
Treyce Miller | TrustRadius Reviewer

Reliability and Availability

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 7.5
Based on 13 answers
Because the data is stored on Amazon Web Services (AWS) there are very rarely any outages. There have been some times when the product has been slow to load, but because the interface is web based it could be anything between my computer and AWS that was causing the issue. But also, because the application is web based it can be access from anywhere which makes it very convenient
Connie Inman | TrustRadius Reviewer

Performance

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 7 answers
When the system is working, the pages load very quickly. We run reports all the time in the system. The reporting can be extremely complex or very simple. Either way, we have not had any issues with the reports. We do not currently integrate Solarwinds Service Desk with any other software.
Treyce Miller | TrustRadius Reviewer

Support Rating

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.3
Based on 87 answers
Only had to use support to help launch the service. Do wish they would have some templates in place that support would have provided. It did feel like we did most of the work even though we paid for a support package.
Anonymous | TrustRadius Reviewer

Online Training

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.2
Based on 2 answers
When we first purchased Samanage (now Solarwinds) they provided us with an informational training session to show us all of the basics on how the service works and showed us everything we were interested in using. There are still some areas of Solarwinds that we do not yet utilize but I know if we choose to use them in the future we would be able to schedule another session with our representative to have them show us what we need to know.
Connie Inman | TrustRadius Reviewer

Implementation Rating

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.1
Based on 5 answers
The implementation process for our organization was fairly simple. We set up an email address to receive the emails from the system (for incident creation), and we allowed the system to spoof our IT email to respond to requests. Solarwinds helped us with the rest of the implementation, and it took less than a week to get the system fully operational.
Treyce Miller | 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

SolarWinds Service Desk

The simplicity and look of the user interface was a huge draw for us. We wanted a clean, user-friendly design that users would not be intimidated by. Solarwinds Service Desk brought that to the table, as well as a use-case across departments, easy automation of service requests, a robust development API, and the ability to use the platform as a communication tool and not just for incident tracking.
Anonymous | TrustRadius Reviewer

Scalability

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Service Desk

SolarWinds Service Desk 8.4
Based on 4 answers
We have over 500 computers and tablets across our organization and this has helped us greatly in keeping track of where computers are and who is currently using it. I can see this product being useful to groups both larger and smaller than us and I really appreciate this product.
Connie Inman | 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

SolarWinds Service Desk

  • SLA Management is working well as built, allowing for follow-ups.
  • Notifications are working extremely well for SLA Management and tickets in general.
  • Processing e-mail-to-incident is works very well, having no issues.
  • Problem Management is difficult, as closing the problem does not change the status of the attached incidents.
  • SLAs can be tough as notifying direct managers isn't possible just based on the assignee that I can find.
  • The SCCM connection for asset discovery doesn't appear to work on the Windows-based scanner; it does seem to work on the Linux-based scanners, though.
  • Domain mapping, when licensed, helps by granting users an easy to remember link to access.
  • Okta integration is extremely helpful, but somewhat difficult to set up with user provisioning.
Anonymous | TrustRadius Reviewer

Screenshots

CA Service Management

Pricing Details

CA Service Management

General

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

SolarWinds Service Desk

General

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

Rating Summary

Likelihood to Recommend

CA Service Management
9.0
SolarWinds Service Desk
8.6

Likelihood to Renew

CA Service Management
4.1
SolarWinds Service Desk
8.0

Usability

CA Service Management
SolarWinds Service Desk
8.4

Reliability and Availability

CA Service Management
SolarWinds Service Desk
7.5

Performance

CA Service Management
SolarWinds Service Desk
8.1

Support Rating

CA Service Management
SolarWinds Service Desk
8.3

In-Person Training

CA Service Management
SolarWinds Service Desk
9.1

Online Training

CA Service Management
SolarWinds Service Desk
8.2

Implementation Rating

CA Service Management
SolarWinds Service Desk
8.1

Scalability

CA Service Management
SolarWinds Service Desk
8.4

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