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CA Service Management

CA Service Management

Overview

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…

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Learn from top reviewers

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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…

Entry-level set up fee?

  • No setup fee

Offerings

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

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What is ServiceNow IT Service Management?

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 configuration management.

What is Jira Service Management?

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…

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Features

Incident and problem management

Streamlining ticketing and service restoration processes

8.6
Avg 8.2

ITSM asset management

Managing all IT assets and enforcing policy rules

9.2
Avg 8.2

Change management

Ensuring standardized processes for making changes to IT infrastructure

9.1
Avg 8.5
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Product Details

CA Service Management Integrations

CA Service Management Competitors

CA Service Management Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo

Frequently Asked Questions

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.

IFS Assyst, Cherwell Service Management (discontinued), and Hornbill Supportworks ITSM are common alternatives for CA Service Management.

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

The most common users of CA Service Management are from Enterprises (1,001+ employees).
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Comparisons

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Reviews From Top Reviewers

(1-5 of 12)

CA SERVICE DESK REVIEW

Rating: 8 out of 10
November 17, 2017
JP
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
2 years of experience
  • This application is very easy to use. It is the best when it comes to training since the application is easy to understand and employees are able to easily catch up on work process.
  • It is a great reporting tool because users can look up work they've done over a period of time.
  • The auto populate feature is very helpful since at the service desk users do have several tickets to create for a single requester.
Cons
  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.

CA Service Desk Manager Agile as always

Rating: 9 out of 10
November 14, 2017
FH
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
10 years of experience
  • Agility is the biggest strength of CA Service Desk Manager as it can be easily customized based on the process.
  • CA Process Automation along with CA service desk manger can be a lethal combination for automation of any process across the Board.
  • Easy to upgrade and Installation is very useful along with good documentation and support.
Cons
  • Mobile App cab be improved.
  • Constantly innovate based on the competition from other ITSM Vendors.
  • Reporting can be improved.

tech100

Rating: 9 out of 10
March 23, 2016
AF
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
4 years of experience
  • You can log in anywhere.
  • It is a good way to document all work that is being done by each tech.
  • It is a great way to see a staff member's history or if he may have a repeating problem.
Cons
  • When you are opening and closing too many tickets back to back, the system lags and save turns into accept which does not save anything, and basically all you have done on this ticket has been lost.

CA Service Desk Manager for an enterprise.

Rating: 7 out of 10
April 18, 2015
SL
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
2 years of experience
  • 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.
Cons
  • 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.

CA Service Desk Manager- solid and scaleable solution, less all the unnecessary expense to maintain!

Rating: 10 out of 10
November 29, 2017
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
15 years of experience
  • Integrated solution for incident, request and problem and change management tickets
  • Simple but resourceful knowledge component
  • Effective survey feature for interface with end users
  • Integration to Service Catalog as well as a native self-service interface
Cons
  • Reporting is a challenge for all ticketing systems and we've had to use an external dashboard tool (and previously Crystal/Boxi) for this purpose.
  • Gui for end users is clunky, forcing to have to use a catalog tool for this purpose.
  • Notification engine is not very customizable, causing an over or under notification to customers and specifically IT users.
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