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
The entire IT organization (720 associates) use the Service Desk Manager tool. It is used for incident, request, problem, change, configuration, and knowledge tracking. Our teams have developed scalable processes that scan 15+ hospitals, supporting 30,000 end users, leveraging this tool as the enterprise-wide solution. We have upwards of 250,000 records created annually, have defined slo's and quality metrics, and have very specific kpi's we measure consistently for quality measurement as well as effectiveness of our support. Currently we have an integrated solution that includes Ivanti Xtraction (for dash boarding) and CA Catalog as the user interface. We are working towards integrating SCCM to the CMDB for population of Assets (not CI's) and have mapped upwards of 250 full services in our CMDB. CA Service Desk Manager is our true enterprise solution for service management and it has served us rather well.
November 17, 2017

CA SERVICE DESK REVIEW

Jamedith Pewu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
It is used throughout the whole company. Employees use it to submit requests to the help desk, and the service desk uses it as a ticket management tool for processing requests and incidents. All knowledge articles are uploaded to CA and accessed by a help desk analyst when processing requests. It is also used for reporting to track calls and emails that were logged.
Farooq Hussain | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source

We are using CA Service Management Suite of CA which CA Service Desk Manger is one of the components of that suite. We have branded the name of CA Service Management as KhidmahTech (Arabic Name) which means your service. We have made CA as a single point of contact for all IT Related Services, and all ITIL process has been configured in CA. KhidmahTech is used as a service management tools for two divisions in my company, i.e. IT & HR.

The biggest business problem it has addressed is the Service Automation of all service of IT and HR.

March 23, 2016

tech100

Alyssa Figueroa | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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 faculty member has an issue or a request with his or her computer, we write an incident or request on CA Service Desk Manager. This request or incident is assigned to a staff member who will address the issue. Both the person who wrote the ticket and the person who will fix the problem log into CA Service Desk Manager. The end user receives emails for any changes that are made to the ticket. We also use it to document each phone call that we take because we are resolving issues over the phone for faculty, staff and students.
Score 3 out of 10
Vetted Review
Verified User
Review Source
Our enterprise utilizes CA Service Desk Manager as a tracking mechanism for requests, incidents, problems, changes and integrates these areas of focus with CIs... specifically the CMDB. This solution allows us to to hold others accountable, [mirror] workflow abilities, and [obtain] historical analysis with regards to outage resolution. This level of use is within all departments and all levels of hierarchy. On the technical side, we utilize our own SLA reporting by querying the database directly for statistical analysis.
September 15, 2015

Service Desk review

Score 3 out of 10
Vetted Review
Verified User
Review Source
Service Desk is being used by the whole organization (and recently some external users) and is used to track and escalate problems and occurrences between organizations and corporate. Currently Incident Management and Change Management are being used with plans to incorporate other areas of Service Desk that would provide value.
Score 7 out of 10
Vetted Review
Verified User
Review Source
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.
Vandana Karthikeya | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
CA 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.
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
  • Reduced number of Service Desk tickets
  • Faster service restoration
  • Clearer understanding of support’s business value
  • Less business risk associated with changes
  • Fewer service disruptions
DeChandra Hendry, CCS | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
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.
Ryan Hanzalik | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
CA 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.