44 Ratings
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Score 6.9 out of 100
51 Ratings
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Score 7.4 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 Web Help Desk (WHD)

[SolarWinds Web Help Desk (WHD)] is well suited if you have a limited budget, as it costs less than many help desk software packages that are more full featured and modern in their design. It is not well suited to an environment where you want to manage inventory, users, purchases and tickets all in one package. It has an asset feature that we don't use but that looks quite limited. We track our assets and users separately from this.
Margaret Auld-Louie | TrustRadius Reviewer

Feature Rating Comparison

Incident and problem management

CA Service Management
8.6
SolarWinds Web Help Desk (WHD)
8.2
Organize and prioritize service tickets
CA Service Management
9.7
SolarWinds Web Help Desk (WHD)
7.7
Expert directory
CA Service Management
8.7
SolarWinds Web Help Desk (WHD)
7.2
Service restoration
CA Service Management
8.4
SolarWinds Web Help Desk (WHD)
Self-service tools
CA Service Management
8.6
SolarWinds Web Help Desk (WHD)
Subscription-based notifications
CA Service Management
7.9
SolarWinds Web Help Desk (WHD)
7.6
ITSM collaboration and documentation
CA Service Management
9.7
SolarWinds Web Help Desk (WHD)
5.3
ITSM reports and dashboards
CA Service Management
7.5
SolarWinds Web Help Desk (WHD)
Ticket creation and submission
CA Service Management
SolarWinds Web Help Desk (WHD)
8.0
Ticket response
CA Service Management
SolarWinds Web Help Desk (WHD)
8.4

ITSM asset management

CA Service Management
9.2
SolarWinds Web Help Desk (WHD)
Configuration mangement
CA Service Management
9.7
SolarWinds Web Help Desk (WHD)
Asset management dashboard
CA Service Management
10.0
SolarWinds Web Help Desk (WHD)
Policy and contract enforcement
CA Service Management
8.0
SolarWinds Web Help Desk (WHD)

Change management

CA Service Management
9.1
SolarWinds Web Help Desk (WHD)
Change requests repository
CA Service Management
9.0
SolarWinds Web Help Desk (WHD)
Change calendar
CA Service Management
8.6
SolarWinds Web Help Desk (WHD)
Service-level management
CA Service Management
9.5
SolarWinds Web Help Desk (WHD)

Self Help Community

CA Service Management
SolarWinds Web Help Desk (WHD)
4.5
External knowledge base
CA Service Management
SolarWinds Web Help Desk (WHD)
2.7
Internal knowledge base
CA Service Management
SolarWinds Web Help Desk (WHD)
6.4

Multi-Channel Help

CA Service Management
SolarWinds Web Help Desk (WHD)
7.4
Customer portal
CA Service Management
SolarWinds Web Help Desk (WHD)
5.4
Social integration
CA Service Management
SolarWinds Web Help Desk (WHD)
7.4
Email support
CA Service Management
SolarWinds Web Help Desk (WHD)
8.0
Help Desk CRM integration
CA Service Management
SolarWinds Web Help Desk (WHD)
8.9

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 Web Help Desk (WHD)

  • Customized reporting allows us to track our service and support better, and find where we need improvements. This allows us to constantly upgrade our service levels and keep the customers happy.
  • Detailed tracking and response to the end users have led to quicker remediation of tickets. We are able to see where we need a better response or where to add additional resources for support.
  • Overall metrics allow us to staff properly for our tickets by location and remote users.
Eric Krueger | 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 Web Help Desk (WHD)

  • Because of AD integration, users sometimes try logging in with their email address and not AD credentials. The user then calls stating they can't put a ticket in, it would be nice if there was a method of matching the AD Email field with a login.
  • Setting up new techs with the building they are responsible for can be a little messy
Robert Pfau | 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 Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 9.1
Based on 3 answers
We are definitely going to be sticking with Web Help Desk for the foreseeable future since the product is very inexpensive for the features that it provides, the integration that it has with our existing systems, and the ease for managing users, assets, locations, and tickets. Web Help Desk is a great product that is backed by even better support, which is well worth looking into if you are considering moving to a new ticketing system.
Michael Santangelo | TrustRadius Reviewer

Usability

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 7.1
Based on 2 answers
The system has time and time again proven to be much easier to use and setup for both technicians and end users. It is simple enough to enter a ticket for end users, and even easier to communicate with logging back and forth because you can reply to the ticket emails to enter comments on the tickets. The technician side is a little clunky at first, but after looking at it for a few minutes it's very clear to see what you need to do to accomplish the goals. The mobile interface is snappy and responsive. It's a great product overall.
Michael Santangelo | TrustRadius Reviewer

Support Rating

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.8
Based on 8 answers
SolarWinds is a great customizable and affordable ticketing system. We use SolarWinds Web Help Desk for IT and Software
Development trouble ticket tracking and resolution. The reporting that
SolarWinds provides is great since it helps us discover problem areas and fix
those areas so they don't keep reoccurring
Anonymous | TrustRadius Reviewer

Implementation Rating

CA Service Management

No score
No answers yet
No answers on this topic

SolarWinds Web Help Desk (WHD)

SolarWinds Web Help Desk (WHD) 8.0
Based on 3 answers
Take the time to roll out a test VM to configure and make changes to before doing a live deployment, this way you don't end up with a VM that has been tweaked and re-tweaked until it's perfect and instead end up with a final, polished product.I would also recommend taking the time to read through the support forums for figuring out minor issues that may pop up, chances are that you aren't going to be the first one to encounter them.When all is said and done, SolarWinds Support is VERY responsive and you shouldn't hesitate to contact them.
Michael Santangelo | 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 Web Help Desk (WHD)

Web Help Desk is definitely lacking in the UI/UX department compared to most other ticketing systems I have used int he past. It's very utilitarian; however, what it lacks in UI it makes up for in extensibility and customization. The main issue that the developers need to address is the use of a Web Objects back-end.
John Mahlman IV | 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 Web Help Desk (WHD)

  • By being fast and accurate, they help us meet all client needs quickly. This pleases our clients.
  • We have had a great ROI from SW ever since we started with them.
  • They help make us look great to clients!
  • Thanks to SolarWinds services and support our client attrition has consistently been under 0.05%.
  • Their client facing materials are clear and reasonably easy to understand.
Marc Shaffer | 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 Web Help Desk (WHD)

General

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

Rating Summary

Likelihood to Recommend

CA Service Management
9.0
SolarWinds Web Help Desk (WHD)
6.7

Likelihood to Renew

CA Service Management
4.1
SolarWinds Web Help Desk (WHD)
9.1

Usability

CA Service Management
SolarWinds Web Help Desk (WHD)
7.1

Support Rating

CA Service Management
SolarWinds Web Help Desk (WHD)
8.8

Implementation Rating

CA Service Management
SolarWinds Web Help Desk (WHD)
8.0

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