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 …
Continue reading

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 …
Continue reading

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 …
Continue reading

Reviewer Sentiment

N/A
Positive ()
N/A
Negative ()
Learn how we calculate reviewer sentiment

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

Leaving a video review helps other professionals like you evaluate products. Be the first one in your network to record a review of CA Service Management, and make your voice heard!

Pricing

View all pricing
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 the…

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?

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

View all alternatives

Compare with

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)
Companies can't remove reviews or game the system. Here's why
Score 10 out of 10
Vetted Review
Verified User
Review Source
  • 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
  • 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.
November 17, 2017

CA SERVICE DESK REVIEW

Jamedith Pewu | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
Farooq Hussain | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • Mobile App cab be improved.
  • Constantly innovate based on the competition from other ITSM Vendors.
  • Reporting can be improved.
March 23, 2016

tech100

Alyssa Figueroa | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
Score 3 out of 10
Vetted Review
Verified User
Review Source
  • The database is very clean and easily to manipulate with regards to querying available data and needing to find the right table.
  • The UI interface allows for new form/template creation out of the box. In particular it is a very 'what you see is what you get' interface.
  • The API has been around for a considerable period of time that third party services already integrate with CA Service Desk Manager for automated ticket creation, etc.
  • The product requires major investment in customizations as the out-of-the-box experience is very limiting feature wise.
  • The product utilizes a proprietary language, this requires a specialist in CA products rather than a general programmer.
  • Vendor support is very limited in that the response times are exceedingly increasing to the point of waiting 24-hours for initial response.
September 15, 2015

Service Desk review

Score 3 out of 10
Vetted Review
Verified User
Review Source
  • A large community where, if help is needed, is usually very helpful and quick to respond.
  • Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
  • Fairly easy installation of the product if recommendations are followed and prep-work is done.
  • Certain functions can be easily forgotten and easily overlooked and sometimes hard to find. The many different levels involved with security (Access Types, Roles, Data Partitions, Functional Access, etc.) can be confused with one another and results in doing changes in one of the levels that may not be the best choice. For example: Functional Access changes done within Roles can also be achieved by the Data Partitions.
  • Simple tasks, such as sending a notification for a certain action, is difficult and confusing to accomplish. You need to create conditions that you apply to Macros (that you create) which you then apply to Events (that you create). They do have a default list out-of-box but even they are named in such a way that you're not sure if the one you are looking at is the correct one for your need until you look at the condition/macro/event to be certail.
  • Properties (attached to Request/Incident/Problem Areas) provide very basic functionality to request additional information of the user. Would like to see more options available in this area as well as the ability to trigger actions based on End User answers to the properties.
  • Administration can quickly become confusing as researching areas allows clicking certain pieces of information that open window after window for each piece of info quickly resulting in several windows being open. Closing any of the windows prior to the last open one results in all the windows closing that were open from it.
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • 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.
  • 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.
Vandana Karthikeya | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • Excellent workflow management
  • Resource task management
  • Knowledge management
  • Linking into other ITSM Tools for automatic event/alert generation could be a good feature to use. Not sure if this has been addressed in later versions of the product.
  • Effective integration into communication tools such as pagers, text messages would be a great plus. Again this may have been addressed in later versions.
July 11, 2014

CA SDM review

Score 8 out of 10
Vetted Review
Verified User
Review Source
  • Streamlines support
  • Unified, collaborative self-service and mobility
  • Broad CA Service Management solution
  • Would like to see functionality of seeing tickets in a map view for a specific location .Eg. In a Retail space, Would like to see tickets related to each store, when mouse is hovered over a particular store on a Map
DeChandra Hendry, CCS | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User
Review Source
  • Tracking - For large projects across multiple departments, we are able to keep track of progression in one central location
  • Accountability - If someone alters a document or information, everyone is able to review the original documentation
  • Communication - While it is great to add notes and comments, there should be better interaction with CA Service Desk and Outlook email
Curt Melancon, CBAP, ITIL, CSSGB | TrustRadius Reviewer
Score 4 out of 10
Vetted Review
Verified User
Review Source
  • Conceptually ties EITM together well, although lacks tactical ease of that concept
  • Ticket categorization and routing
  • CMDB categorization
  • Knowledge alignment with incident/problem areas
  • GUI- slow, clunky
  • Integrations within the CA umbrella and with other vended solutions
  • Reporting/BI
  • The security partitions capabilities and multi tenant capabilities seems good, although we had minimal use for them.
Ryan Hanzalik | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source
  • CA Service Desk Manager is good for commissioning or decommissioning servers, as the change orders can be customized so that each step is applicable to that server build.
  • CA Service Desk Manager is great for any environment with a help desk, as the alerting of priority tickets in any one group's queue is well executed.
  • CA Service Desk Manager is good for making changes within your IT department as you can create change orders with a tiered approval system.
  • CA Service Desk Manager could improve on their application code, as your "scoreboard" grows in size either in the number of nodes you have or number of ticket / changes in those nodes, the slower it takes to log in. This can be a major issue when you support critical applications and have urgent priority tickets.