TrustRadius
CA SDM review
https://www.trustradius.com/it-service-management-itsmCA Service Desk ManagerUnspecified6.539101
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July 11, 2014

CA SDM review

Score 8 out of 101
Vetted Review
Verified User
Review Source

Software Version
12.9

Overall Satisfaction with CA Service Desk Manager

  • 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
  • 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
  • Increased productivity of consumers, IT teams and management: Effective analysis and timely access to information can deliver answers more quickly.
  • Less business risk associated with changes
  • Comprehensive, integrated service support
  • Modern, collaborative consumer experience
  • Mobile-optimized capabilities
  • Innovative change management
  • Pre-built ITIL® content*
Advanced analytics and dashboards can increase management visibility
into IT service management, which helps drive accountability for service
quality, limit risk and align IT investments to business productivity
goals
  • Better consumer empowerment and satisfaction: Self-service and social media give the user a consumer experience.
  • Reduced number of Service Desk tickets: Fewer tickets coming to your Service Desk can help your IT team focus on bigger issues.