CA Service Desk Manager Agile as always
Farooq Hussain | TrustRadius Reviewer
November 14, 2017

CA Service Desk Manager Agile as always

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with CA Service Desk Manager

We are using CA Service Management Suite of CA which CA Service Desk Manger is one of the components of that suite. We have branded the name of CA Service Management as KhidmahTech (Arabic Name) which means your service. We have made CA as a single point of contact for all IT Related Services, and all ITIL process has been configured in CA. KhidmahTech is used as a service management tools for two divisions in my company, i.e. IT & HR.

The biggest business problem it has addressed is the Service Automation
of all service of IT and HR.

  • Agility is the biggest strength of CA Service Desk Manager as it can be easily customized based on the process.
  • CA Process Automation along with CA service desk manger can be a lethal combination for automation of any process across the Board.
  • Easy to upgrade and Installation is very useful along with good documentation and support.
  • Mobile App cab be improved.
  • Constantly innovate based on the competition from other ITSM Vendors.
  • Reporting can be improved.
  • Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
  • CA Mobile app has provided agility and collaboration among IT Users and Customers.
We are using CA for past 7 years we have evaluated BMC, HP & Microsoft. W12345e have selected CA because of its easy to use screen for the end user and ability to build different processes easily.
Scenario 1:
We got a task for Automation of Business Automation Document (BRD) which has many complex scenarios and approvals, we have achieved this with the help of CA. Also IT Downtime Notification automation is also achieved with the help of process automation and ca service desk manager.

Scenario 2:
Integration with the third party tools required lot of customization as there is no available connector for that.

CA Service Desk Manager Feature Ratings

Organize and prioritize service tickets
Expert directory
Service restoration
Self-service tools
Subscription-based notifications
ITSM collaboration and documentation
ITSM reports and dashboards
Configuration mangement
Asset management dashboard
Policy and contract enforcement
Change requests repository
Change calendar
Service-level management