Overall Satisfaction with CA Service Desk Manager
CA Service Desk Manager was primarily used to manage customer requests and for workflow management of these requests/incidents. The product was used as a workflow tool across multiple departments for fulfilment.
- 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.
- Increase employee efficiency
- Better productivity
- Easier work flow management