CA Service Desk Manager Reviews

39 Ratings
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Score 6.9 out of 100

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Steven Lascarro | TrustRadius Reviewer
April 17, 2015

CA Service Desk Manager for an enterprise.

Score 7 out of 10
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Alternatives Considered

I have worked with many solutions. I believe CA Service Desk Manager is overall better then Front Range HEAT and BMC Remedy and BMC Footprints. However there are newer products out there offered as cloud / Saas that may suite your needs better then CA Service Desk Manager. I would place CA Service Desk Manager in the top 5 overall but not the best.
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Anonymous | TrustRadius Reviewer
November 29, 2017

CA Service Desk Manager- solid and scaleable solution, less all the unnecessary expense to maintain!

Score 10 out of 10
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Alternatives Considered

  • none
CA is easier and faster to implement than Service Now, BMC Remedy/ITSM etc. It is more costly than off the shelf solutions, however much more worth it for large enterprises.
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Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer
June 27, 2014

Solid Concepts, just fell short on delivery in the end

Score 4 out of 10
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Alternatives Considered

  • Symantec
We used the old version of Symantec which was altriris. We chose Service Desk because CA had the best grasp of EITM at the time (2009). The integrations for ticket creation and cmdb with Spectrum and event monitoring tools was very attractive.
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Anonymous | TrustRadius Reviewer
September 15, 2015

Service Desk review

Score 3 out of 10
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Alternatives Considered

iSupport and ServiceNow have much simpler interfaces and more easy-to-use customization tools built in. I was not available when the selection to use Service Desk was made.
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Anonymous | TrustRadius Reviewer
September 21, 2015

Service Desk... great for beginner organizations... only

Score 3 out of 10
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Alternatives Considered

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.
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Anonymous | TrustRadius Reviewer
July 11, 2014

CA SDM review

Score 8 out of 10
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Alternatives Considered

  • Comprehensive, integrated service support
  • Modern, collaborative consumer experience
  • Mobile-optimized capabilities
  • Innovative change management
  • Pre-built ITIL® content*
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CA Service Desk Manager Scorecard Summary

Feature Scorecard Summary

Organize and prioritize service tickets (6)
9.7
Expert directory (5)
8.7
Service restoration (6)
8.4
Self-service tools (6)
8.6
Subscription-based notifications (6)
7.9
ITSM collaboration and documentation (6)
9.7
ITSM reports and dashboards (5)
7.5
Configuration mangement (6)
9.7
Asset management dashboard (3)
10.0
Policy and contract enforcement (3)
8.0
Change requests repository (6)
9.0
Change calendar (4)
8.6
Service-level management (5)
9.5

About CA Service Desk Manager

CA Service Desk Manager is a public company offering a fully-featured ITSM platform. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. In 2010 CA acquired Nimsoft, and that product is the basis of its SaaS offering.

CA Service Desk Manager Integrations

CA Service Desk Manager Competitors

CA Service Desk Manager Technical Details

Operating Systems: Unspecified
Mobile Application:No