TrustRadius
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.https://media.trustradius.com/product-logos/Zs/pp/01O9S2ETDEWW.PNGCA Service Desk Manager for an enterprise.CA Service Desk Manager was used by our entire organization to meet the needs of incident, request and knowledge management. It is a web based ticketing system allowing our customers to log their own tickets (incident or request) and reference existing problems using self service. The solution allows tickets to be routed automatically depending on the customers location and product, this some takes some volume away from our call center. Because the solution is web based the customer does not need to install special software to log their own tickets and technician's do not have carry a pc with them to resolve a ticket. Our knowledge module contains a library of documents where customers and technicians can reference already discovered problems that either have solutions or workarounds. The use of this knowledge can be tracked and linked to incidents. This product is ITIL driven.,CA Service Desk Manager is scalable, it can handle any sized organization. The product can be load balanced and clustered. CA Service Desk Manager has a patching utility and support site where to download the patches. This is very useful as not all products have software patching available. CA Service Desk Manager offers a PDA site and the newer versions offer a mobile app. This is great.,CA Service Desk Manager does not have a right click for copy and paste in version 12.6 on the major forms and fields, that is a major bummer. CA Service Desk Manager is buggy, if bugs are not addressed immediately you could lose your customers faith in the product. Since CA Service Desk Manager tends to be buggy, you need a good admin to get them addressed. CA Service Desk Manager's patches tend to break other functionality. CA Service Desk Manager education does not address their proprietary code enough. This is for customizations. CA Service Desk Manager is sensitive to it's environment and may require a full system reboot monthly.,7,CA Service Desk Manager has allowed us to provide better customer service with self service. Customers can manage and reference knowledge articles and their tickets. CA Service Desk Manager does not require much customization and can be implemented quickly. CA Service Desk Manager is a solid product.,,1,Vendor implementedCA SD--best suited for HelpDesk ManagementCA Service Desk Manager was primarily used to manage customer requests and for workflow management of these requests/incidents. The product was used as a workflow tool across multiple departments for fulfilment.,Excellent workflow management Resource task management Knowledge management,Linking into other ITSM Tools for automatic event/alert generation could be a good feature to use. Not sure if this has been addressed in later versions of the product. Effective integration into communication tools such as pagers, text messages would be a great plus. Again this may have been addressed in later versions.,7,Increase employee efficiency Better productivity Easier work flow management,BMC Remedy IT Service Management Suite,ServiceNow,4Solid Concepts, just fell short on delivery in the endWe used it as an enterprise help desk system. We setup categories and workgroups for HR, Facilities, Accounting, IT, Revenue Recovery and Procurement,Conceptually ties EITM together well, although lacks tactical ease of that concept Ticket categorization and routing CMDB categorization Knowledge alignment with incident/problem areas,GUI- slow, clunky Integrations within the CA umbrella and with other vended solutions Reporting/BI The security partitions capabilities and multi tenant capabilities seems good, although we had minimal use for them.,4,enabling a single point of entry (SPOE) for all back office support functions to interface was extremely valuable in streamlining processes the dynamic routing capabilities reduced loss time in manual ticket triage for routing purposes.,Symantec,1Great Product, but Flawed - CA Service Desk ManagerCA Service Desk Manager is being used across our worldwide organization. CA Service Desk manager is used to log and track any tickets and changes within the company. This product solved a business problem in which there was never a paper trail on any changes within the company.,CA Service Desk Manager is good for commissioning or decommissioning servers, as the change orders can be customized so that each step is applicable to that server build. CA Service Desk Manager is great for any environment with a help desk, as the alerting of priority tickets in any one group's queue is well executed. CA Service Desk Manager is good for making changes within your IT department as you can create change orders with a tiered approval system.,CA Service Desk Manager could improve on their application code, as your "scoreboard" grows in size either in the number of nodes you have or number of ticket / changes in those nodes, the slower it takes to log in. This can be a major issue when you support critical applications and have urgent priority tickets.,7,Having CA Service Desk Manager within the company has increased the satisfaction of customer service by 27%. Teams are getting better customer survey scores and making better efforts to meet their SLAs,7There's nothing like a service desk party!!!CA Service Desk is being used across the whole organization as the service desk system for all issues or inquiries. Specific departments also use CA Service Desk to keep track of daily requests related to coding and applications.,Tracking - For large projects across multiple departments, we are able to keep track of progression in one central location Accountability - If someone alters a document or information, everyone is able to review the original documentation,Communication - While it is great to add notes and comments, there should be better interaction with CA Service Desk and Outlook email,9,Increased employee efficiency Better customer service,,3CA SDM reviewIncreased productivity of consumers, IT teams and managementReduced number of Service Desk ticketsFaster service restorationClearer understanding of support’s business valueLess business risk associated with changesFewer service disruptions,Streamlines support Unified, collaborative self-service and mobility Broad CA Service Management solution,Would like to see functionality of seeing tickets in a map view for a specific location .Eg. In a Retail space, Would like to see tickets related to each store, when mouse is hovered over a particular store on a Map,8,Increased productivity of consumers, IT teams and management: Effective analysis and timely access to information can deliver answers more quickly. Less business risk associated with changes,,8
Unspecified
CA Service Desk Manager
39 Ratings
Score 6.5 out of 101
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>TRScore

CA Service Desk Manager Reviews

CA Service Desk Manager
39 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 6.5 out of 101

Do you work for this company?

Show Filters 
Hide Filters 
Showing 6 of 39 CA Service Desk Manager ratings and reviews.
Clear all filters
Overall Rating
Reviewer's Company Size
Last Updated
By Topic
Industry
Department
Experience
Job Type
Role

Reviews (1-6 of 6)

Companies can't remove reviews or game the system. Here's why.
Steven Lascarro profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
Read Steven Lascarro's full review
Curt Melancon, CBAP, ITIL, CSSGB profile photo
Score 4 out of 10
Vetted Review
Verified User
Review Source

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 profile photo
Score 7 out of 10
Vetted Review
Verified User
Review Source

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.
Read Ryan Hanzalik's full review
No photo available
July 11, 2014

CA SDM review

Score 8 out of 10
Vetted Review
Verified User
Review Source

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