Service Desk... great for beginner organizations... only
September 21, 2015
Service Desk... great for beginner organizations... only
Score 3 out of 10
Vetted Review
Verified User
Software Version
12.1
Modules Used
- CMDB
Overall Satisfaction with CA Service Desk Manager
Our enterprise utilizes CA Service Desk Manager as a tracking mechanism for requests, incidents, problems, changes and integrates these areas of focus with CIs... specifically the CMDB. This solution allows us to to hold others accountable, [mirror] workflow abilities, and [obtain] historical analysis with regards to outage resolution. This level of use is within all departments and all levels of hierarchy. On the technical side, we utilize our own SLA reporting by querying the database directly for statistical analysis.
- The database is very clean and easily to manipulate with regards to querying available data and needing to find the right table.
- The UI interface allows for new form/template creation out of the box. In particular it is a very 'what you see is what you get' interface.
- The API has been around for a considerable period of time that third party services already integrate with CA Service Desk Manager for automated ticket creation, etc.
- The product requires major investment in customizations as the out-of-the-box experience is very limiting feature wise.
- The product utilizes a proprietary language, this requires a specialist in CA products rather than a general programmer.
- Vendor support is very limited in that the response times are exceedingly increasing to the point of waiting 24-hours for initial response.
- Better response by being notified when a ticket is approaching or has surpassed SLA
- Higher labor cost to maintain due to the proprietary nature of the programming language
- Better accountability by being able to reference how a particular ticket looked before and after being edited
We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.