CA Service Desk Manager Reviews

40 Ratings
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Score 7.5 out of 100

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Reviews (1-12 of 12)

Jamedith Pewu | TrustRadius Reviewer
November 17, 2017

CA SERVICE DESK REVIEW

Score 8 out of 10
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Likelihood to Recommend

We manage calls and emails for over 15000+ employees, and I think this application is a terrific tool for managing huge loads of requests, incidents, etc. It is user-friendly and great for training purposes to explain any company's process. It is also a great tool for managers and supervisors to pull reports from.
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Farooq Hussain | TrustRadius Reviewer
November 14, 2017

CA Service Desk Manager Agile as always

Score 9 out of 10
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Likelihood to Recommend

Scenario 1:
We got a task for Automation of Business Automation Document (BRD) which has many complex scenarios and approvals, we have achieved this with the help of CA. Also IT Downtime Notification automation is also achieved with the help of process automation and ca service desk manager.

Scenario 2:
Integration with the third party tools required lot of customization as there is no available connector for that.
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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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Likelihood to Recommend

CA Service Desk Manager is ideal out of the box and can be used for ITSM (IT Service Management). A lot of customizations can weaken the product and it's upgradability. The LDAP functionality is great for importing new users automatically, however if your Active Directory environment is a mess then the LDAP functionality will be compromised. Everything the solution boasts depends on your environment and process. This product is designed to fit into a company where ITIL processes are followed.
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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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Likelihood to Recommend

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.)
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Vandana Karthikeya | TrustRadius Reviewer
August 28, 2014

CA SD--best suited for HelpDesk Management

Score 7 out of 10
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Likelihood to Recommend

CA Service Desk Manager is a very good fit for workflow management for support staff. It has length wise coverage of ITSM, however it could use better depth or deeper integration techniques into the processes for, e.g., better and broader Event/Incident Management and linkages to knowledge management and other pieces.
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Anonymous | TrustRadius Reviewer
September 15, 2015

Service Desk review

Score 3 out of 10
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Likelihood to Recommend

Other products I have experience with approach customizations with the end user in mind. They try to make it easy to follow and user friendly. They attempt to keep it versatile and open without compromising their product where the user may actually cause damage. Service Desk does have a fairly robust tool (Web Screen Painter) for customizations but it is difficult for a beginner or average user to use. It displays the source code of the forms allowing it to be manipulated. They also allow references to their existing tables for customizations within the schema which can easily cause confusion as to the original function of said table. Once customizations are applied, they are difficult to remove as there is not a 'clean' way to remove them. It usually involves editing some obscure file manually which leaves room for human error. Service Desk is probably best used out of box but that might not be best suited for organizations that do not prefer the Service Desk approach.
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Anonymous | TrustRadius Reviewer
July 11, 2014

CA SDM review

Score 8 out of 10
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Likelihood to Recommend

  • Better consumer empowerment and satisfaction: Self-service and social media give the user a consumer experience.
  • Reduced number of Service Desk tickets: Fewer tickets coming to your Service Desk can help your IT team focus on bigger issues.
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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

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CA Service Desk Manager Technical Details

Operating Systems: Unspecified
Mobile Application:No