What users are saying about
47 Ratings
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Score 7.1 out of 100
157 Ratings
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Score 8.2 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%
8.0

SolarWinds Service Desk

80%
CA Service Management, with CA Service Desk Manager ranks higher in 6/7 features

Organize and prioritize service tickets

9.7
97%
6 Ratings
9.3
93%
96 Ratings

Expert directory

8.7
87%
5 Ratings
7.9
79%
57 Ratings

Service restoration

8.4
84%
6 Ratings
7.3
73%
58 Ratings

Self-service tools

8.6
86%
6 Ratings
8.0
80%
86 Ratings

Subscription-based notifications

7.9
79%
6 Ratings
8.9
89%
68 Ratings

ITSM collaboration and documentation

9.7
97%
6 Ratings
8.1
81%
76 Ratings

ITSM reports and dashboards

7.5
75%
5 Ratings
6.4
64%
87 Ratings

ITSM asset management

9.2

CA Service Management

92%
6.9

SolarWinds Service Desk

69%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Configuration mangement

9.7
97%
6 Ratings
6.9
69%
74 Ratings

Asset management dashboard

10.0
100%
3 Ratings
6.9
69%
81 Ratings

Policy and contract enforcement

8.0
80%
3 Ratings
6.9
69%
63 Ratings

Change management

9.1

CA Service Management

91%
8.0

SolarWinds Service Desk

80%
CA Service Management, with CA Service Desk Manager ranks higher in 3/3 features

Change requests repository

9.0
90%
6 Ratings
8.6
86%
64 Ratings

Change calendar

8.6
86%
4 Ratings
7.7
77%
44 Ratings

Service-level management

9.5
95%
5 Ratings
7.8
78%
72 Ratings

Attribute Ratings

  • CA Service Management, with CA Service Desk Manager is rated higher in 1 area: Likelihood to Recommend
  • SolarWinds Service Desk (SSD) is rated higher in 1 area: Likelihood to Renew

Likelihood to Recommend

9.0

CA Service Management

90%
12 Ratings
8.1

SolarWinds Service Desk

81%
119 Ratings

Likelihood to Renew

4.1

CA Service Management

41%
6 Ratings
6.6

SolarWinds Service Desk

66%
8 Ratings

Usability

CA Service Management

N/A
0 Ratings
8.9

SolarWinds Service Desk

89%
7 Ratings

Availability

CA Service Management

N/A
0 Ratings
8.4

SolarWinds Service Desk

84%
13 Ratings

Performance

CA Service Management

N/A
0 Ratings
8.7

SolarWinds Service Desk

87%
7 Ratings

Support Rating

CA Service Management

N/A
0 Ratings
8.3

SolarWinds Service Desk

83%
94 Ratings

In-Person Training

CA Service Management

N/A
0 Ratings
9.1

SolarWinds Service Desk

91%
1 Rating

Online Training

CA Service Management

N/A
0 Ratings
8.2

SolarWinds Service Desk

82%
2 Ratings

Implementation Rating

CA Service Management

N/A
0 Ratings
8.7

SolarWinds Service Desk

87%
5 Ratings

Configurability

CA Service Management

N/A
0 Ratings
7.3

SolarWinds Service Desk

73%
1 Rating

Ease of integration

CA Service Management

N/A
0 Ratings
4.5

SolarWinds Service Desk

45%
1 Rating

Product Scalability

CA Service Management

N/A
0 Ratings
8.9

SolarWinds Service Desk

89%
4 Ratings

Vendor post-sale

CA Service Management

N/A
0 Ratings
8.2

SolarWinds Service Desk

82%
2 Ratings

Vendor pre-sale

CA Service Management

N/A
0 Ratings
7.7

SolarWinds Service Desk

77%
2 Ratings

Likelihood to Recommend

Broadcom

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.)
Read full review

SolarWinds

If you are looking for a way to support a company and bill based on the outcome this software works really well. If it's a quick password change there was no charge, but if it's troubleshooting things you click the box to charge. It works really well for this. Also bringing all your assets into this and associating them to a client works well. I can't think of anything that this software would not be less appropriate for. It works well for what we use it for.
Read full review

Pros

Broadcom

  • 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.
Read full review

SolarWinds

  • 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.
Read full review

Cons

Broadcom

  • 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.
Read full review

SolarWinds

  • 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.
Read full review

Pricing Details

CA Service Management

Starting Price

Editions & Modules

CA Service Management editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    SolarWinds Service Desk

    Starting Price

    Editions & Modules

    SolarWinds Service Desk editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Pricing Info

      Likelihood to Renew

      Broadcom

      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.
      Read full review

      SolarWinds

      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.
      Read full review

      Usability

      Broadcom

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Reliability and Availability

      Broadcom

      No answers on this topic

      SolarWinds

      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
      Read full review

      Performance

      Broadcom

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Support Rating

      Broadcom

      No answers on this topic

      SolarWinds

      SolarWinds support department will respond to you quickly from the time of purchase to after-purchase instructions & supporting, and the company is great in customers support. In buying a software, our organization always has a priority for the seller and support and accountability is very important to us, and the manufacturer or seller must be responsible and supportive.
      Read full review

      Online Training

      Broadcom

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Implementation Rating

      Broadcom

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Alternatives Considered

      Broadcom

      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.
      Read full review

      SolarWinds

      We chose SolarWinds Service Desk for its user friendly platform compared to what we had. Its was easier for requestors to submit tickets, provide feedback, merge tickets, build a suitable approval process. Our organization had a hard time going back and forth with the end user on providing a status on their request or issue, where most users just didn't follow through or lost interest in their issue. We would have to send multiple emails to get any type of feedback and that's something we did not want to keep on doing.
      Read full review

      Scalability

      Broadcom

      No answers on this topic

      SolarWinds

      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.
      Read full review

      Return on Investment

      Broadcom

      • 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.
      Read full review

      SolarWinds

      • We are more easily able to quantify user satisfaction with support.
      • We are able to develop SLAs that quantify and define the obligation of our support teams.
      • The actual cost of Solarwinds Service Desk per agent user is high in our estimation. The more you implement this platform across your organization, the more tightly tethered you are to this solution.
      Read full review

      Screenshots

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