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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

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

Rating: 10 out of 10
November 29, 2017
IncentivizedVetted ReviewVerified User
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 te...
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Verified user
Vice-President
CA Service Management, with CA Service Desk Manager15 years of experience

CA SERVICE DESK REVIEW

Rating: 8 out of 10
November 17, 2017
IncentivizedVetted ReviewVerified User
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...
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Jamedith Pewu
Former Employee - Information Technology
Service Desk Specialist
HighPoint Global
CA Service Management, with CA Service Desk Manager2 years of experience

CA Service Desk Manager Agile as always

Rating: 9 out of 10
November 14, 2017
IncentivizedVetted ReviewVerified User
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 Khidma...
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Farooq Hussain
Team Lead - Information Technology
Sr.System Engineer
Borouge
CA Service Management, with CA Service Desk Manager10 years of experience

tech100

Rating: 9 out of 10
March 23, 2016
IncentivizedVetted ReviewVerified User
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...
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Alyssa Figueroa
Analyst - Information Technology
Help Desk Technician
Queens College
CA Service Management, with CA Service Desk Manager4 years of experience

CA Service Desk Manager for an enterprise.

Rating: 7 out of 10
April 18, 2015
IncentivizedVetted ReviewVerified User
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 cu...
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Steven Lascarro
Analyst - Information Technology
Application Analyst
Catholic Health East
CA Service Management, with CA Service Desk Manager2 years of experience
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Pricing

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CA Service Management

CA Service Management

N/A
Unavailable

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

Would you like us to let the vendor know that you want pricing?

4 people also want pricing

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ServiceNow IT Service Management

ServiceNow IT Service Management

$10,000
per year
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.

Jira Service Management

Jira Service Management

Free
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

What is CA Service Management?

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

View all alternatives
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Reviews From Top Reviewers

View all reviews
(1-5 of 12)

CA SERVICE DESK REVIEW

Rating: 8 out of 10
Incentivized
November 17, 2017
JP
Jamedith Pewu
Service Desk Specialist
HighPoint Global (Information Technology and Services, 10,001+ employees)
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
2 years of experience
View profile
Pros
  • 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
Incentivized
November 14, 2017
FH
Farooq Hussain
Sr.System Engineer
Borouge (Plastics, 1001-5000 employees)
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
10 years of experience
View profile
Pros
  • 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
Incentivized
March 23, 2016
AF
Alyssa Figueroa
Help Desk Technician
Queens College (Higher Education, 11-50 employees)
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
4 years of experience
View profile
Pros
  • 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
Incentivized
April 18, 2015
SL
Steven Lascarro
Application Analyst
Catholic Health East (Health, Wellness and Fitness, 10,001+ employees)
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
2 years of experience
Pros
  • 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
Incentivized
November 29, 2017
Verified User
Vice-President in Information Technology
Health, Wellness and Fitness Company, 10,001+ employees
Vetted Review
Verified User
CA Service Management, with CA Service Desk Manager
15 years of experience
Pros
  • 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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