Item: CA Service Management, with CA Service Desk Manager
Rating: 8
Author: Verified User

Overall Satisfaction with CA Service Desk Manager

Use Cases and Deployment Scope

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

Pros and Cons

Pros

Streamlines support
Unified, collaborative self-service and mobility
Broad CA Service Management solution

Cons

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

Return on Investment

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

Alternatives Considered

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

Likelihood to Recommend

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.

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