CA SD--best suited for HelpDesk Management
August 28, 2014

CA SD--best suited for HelpDesk Management

Vandana Karthikeya | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

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
I would go for a broader service management tool.
CA Service Desk Manager is a very good fit for workflow management for support staff. It has length wise coverage of ITSM, however it could use better depth or deeper integration techniques into the processes for, e.g., better and broader Event/Incident Management and linkages to knowledge management and other pieces.