Great Product, but Flawed - CA Service Desk Manager
June 24, 2014

Great Product, but Flawed - CA Service Desk Manager

Ryan Hanzalik | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User
Review Source

Software Version

r12.5

Overall Satisfaction with CA Service Desk Manager

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.
  • 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.
  • 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
We ended up renewing our contract, but we have started looking at other products to see if they would be a fit for our organization. This product has many features that are hard to beat once you get them integrated into your environment, so finding a product that will do all the same things, but better has been a tough challenge. We will probably stick with CA Service Desk Manager for quite a while.
This application is great for environments that need ITSM to be far-reaching, especially for larger environments.