CA Service Management

We have consolidated all tool usage into 1 place, reducing resolution times and lost cycles for IT

Training is easy for specialists and Service Desk specifically can navigate and open tickets easily through quick ticket

Integration options are many, including CTI ad dash-boarding and asset management, etc.

Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.

CA Mobile app has provided agility and collaboration among IT Users and Customers.

It has organized how we service faculty and staff. With out it I don't see another way to organize techs to get them to where they should be. We have a large campus and the fact that we can log into CA Service Desk Manager from anywhere and head to our next ticket instead of going back to the office is a great thing.

Better response by being notified when a ticket is approaching or has surpassed SLA

Higher labor cost to maintain due to the proprietary nature of the programming language

Better accountability by being able to reference how a particular ticket looked before and after being edited

Because of the difficulty in creating various functions and workflows, it has had a negative impact over time to where the 'knee-jerk' reaction to any new options requested or desired is to customize it which has resulted in mimicking out of box functions through the customizations.

Examples of the use of certain areas and options is lacking. This has resulted in the misuse of various fields. For example: Multi-tenancy we do not have turned on and was never pursued because we we're told it "wouldn't work for us". This has resulted in previous administrators creating many new roles (which in turn has created just as many access types and data partitions) which has created a large amount of overhead. It's now difficult to turn on multi-tenancy until this overhead can be reconstructed/removed and the bringing personnel up to speed on the changes.

On the initial install (which I wasn't with the company at that time) CA had provided us with custom scripts to execute certain functions (without considering if Service Desk could actually do that function out of box) and applied it. After a few upgrades to the product, these scripts are still being used and have caused underlying issues since their application. CA has denied support on these scripts because they are customizations even though we are looking to remove them.

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.

Increase employee efficiency

Better productivity

Easier work flow management

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

Increased employee efficiency

Better customer service

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.

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