CA Service Management

CA Service Management

About TrustRadius Scoring
Score 7.5 out of 100
CA Service Management, with CA Service Desk Manager

Overview

Recent Reviews

tech100

9 out of 10
March 23, 2016
CA Service Desk Manager is being used to document all calls and work orders that come to the Queens College help desk. When a staff or …
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Service Desk review

3 out of 10
September 15, 2015
Service Desk is being used by the whole organization (and recently some external users) and is used to track and escalate problems and …
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CA SDM review

8 out of 10
July 11, 2014
  • Increased productivity of consumers, IT teams and management
  • Reduced number of Service Desk tickets
  • Faster service restoration
  • Clearer …
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Reviewer Sentiment

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Awards

TrustRadius Award Top Rated 2018

Popular Features

View all 13 features

Organize and prioritize service tickets (6)

9.7
97%

Self-service tools (6)

8.6
86%

Service restoration (6)

8.4
84%

Subscription-based notifications (6)

7.9
79%

Video Reviews

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Pricing

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What is CA Service Management?

CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the…

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting / Integration Services

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Alternatives Pricing

What is ServiceNow IT Service Management?

ServiceNow is a fast-growing service management provider that went public in 2012. Built on the ServiceNow Now Platform, the IT Service Management bundle provides an agent workspace with knowledge management, and modules supporting issue tracking and problem resolution, change, release and…

What is Jira Service Management (Jira Service Desk)?

Jira Service Management (formerly Jira Service Desk, now including features from the former Mindville Insight, acquired by Atlassian in June 2020) is a service desk software that is purpose-built for IT, service, and support teams. The software provides everything IT and support teams need out-of…

Features Scorecard

Incident and problem management

8.6
86%

ITSM asset management

9.2
92%

Change management

9.1
91%

Product Details

What is CA Service Management?

CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.

CA Service Management Integrations

CA Service Management Competitors

CA Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Comparisons

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Frequently Asked Questions

What is CA Service Management?

CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.

What is CA Service Management's best feature?

Reviewers rate Asset management dashboard highest, with a score of 10.

Who uses CA Service Management?

The most common users of CA Service Management are from Enterprises (1,001+ employees) and the Hospital & Health Care industry.

Reviews and Ratings

 (45)

Ratings

Reviews

(1-12 of 12)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
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.)
November 17, 2017

CA SERVICE DESK REVIEW

Jamedith Pewu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
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.
Farooq Hussain | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
September 15, 2015

Service Desk review

Score 3 out of 10
Vetted Review
Verified User
Review Source
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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Vandana Karthikeya | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
July 11, 2014

CA SDM review

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.