CA Service Desk Manager Reviews

40 Ratings
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Score 7.6 out of 100

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Reviews (1-6 of 6)

Steven Lascarro | TrustRadius Reviewer
April 17, 2015

CA Service Desk Manager for an enterprise.

Score 7 out of 10
Vetted Review
Verified User
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Likelihood to Renew

1
We will not renew our use of CA Service Desk Manager as we have found something better of similar cost. Our organization has recently tripled in size and the cost simply was too much. A competitor offered a more streamlined solution and is cloud / SaaS. I believe if our renewal was not so costly we would have stayed.
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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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Verified User
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Likelihood to Renew

1
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 Curt Melancon, CBAP, ITIL, CSSGB's full review
Ryan Hanzalik | TrustRadius Reviewer
June 24, 2014

Great Product, but Flawed - CA Service Desk Manager

Score 7 out of 10
Vetted Review
Verified User
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Likelihood to Renew

7
We ended up renewing our contract, but we have started looking at other products to see if they would be a fit for our organization. This product has many features that are hard to beat once you get them integrated into your environment, so finding a product that will do all the same things, but better has been a tough challenge. We will probably stick with CA Service Desk Manager for quite a while.
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Anonymous | TrustRadius Reviewer
July 11, 2014

CA SDM review

Score 8 out of 10
Vetted Review
Verified User
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Likelihood to Renew

8
Advanced analytics and dashboards can increase management visibility
into IT service management, which helps drive accountability for service
quality, limit risk and align IT investments to business productivity
goals
Read this authenticated review

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