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

(1-11 of 11)
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Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Farooq Hussain | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
March 23, 2016

tech100

Alyssa Figueroa | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 3 out of 10
Vetted Review
Verified User
Review Source
  • 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
September 15, 2015

Service Desk review

Score 3 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
July 11, 2014

CA SDM review

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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
Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source
  • 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.
Ryan Hanzalik | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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