--- title: "CA Service Desk Manager Software Reviews, Demo & Pricing - 2026" description: "Review of CA Service Desk Manager Software: system overview, features, price and cost information. Get free demos and compare to similar programs." source_url: "https://www.softwareadvice.com/crm/ca-service-desk-manager-profile/" page_type: "product" language: "en" --- [Home](https://www.softwareadvice.com/) / [IT Service Software](https://www.softwareadvice.com/it-service/) / CA Service Desk Manager Software Advice offers objective insights based on verified user reviews and independent product and market research. When our advisors match you to a software provider, we may earn a referral fee. Overview # CA Service Desk Manager Review Wondering if CA Service Desk Manager is right for your organization? Our IT Service Software selection experts can help you in 15 minutes or less. On this page - Overview - User Interface - Popular Alternatives - Pricing and Plans - Features - User Reviews ## Overview CA Service Desk Manager 3.5 [(13)](https://www.softwareadvice.com/machine-learning/ca-service-desk-manager-profile/#reviews) Pricing Pricing available upon request ### About CA Service Desk Manager CA Service Desk Manager is a cloud-based IT service and support management solution. Primary features include change management, incident management, automation support, self-service, predefined services and workflows and reporting. The xFlow user experience module provides collaborative features to the supporting analysts. Analysts can work together and resolve issues using their individual and combined strengths. This module understands team workload and provides data-driven intelligence to prioritize tickets. The reports and business metrics can be accessed via the Ad-hoc dashboard. The self-service module allows users to access knowledge base, collaborate with other users and help teams, request services and view assets. The change management module analysis the root cause of the issues verifies changes and manages unauthorized change handling. The support automation feature provides remote access, troubleshooting, repair and chat help. It is compatible with Windows, Mac and Linux operating systems. iOs and Android mobile applications are also offered. Wondering if CA Service Desk Manager is right for your organization? Our IT Service Software selection experts can help you in 15 minutes or less. ## CA Service Desk Manager User Interface ## Popular CA Service Desk Manager Alternatives Main Product CA Service Desk Manager 3.5 [(13)](https://www.softwareadvice.com/machine-learning/ca-service-desk-manager-profile/#reviews) Ratings Breakdown - 3.38Ease of use - 2.73Value for money - 3.45Customer support - 3.31Functionality Pricing Available upon request Get Price Alternative Product [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) 4.6 [(794)](https://www.softwareadvice.com/help-desk/freshservice-profile/reviews/) Ratings Breakdown - 4.59Ease of use - 4.43Value for money - 4.55Customer support - 4.35Functionality Pricing Starting at $19.00 per month Get Price Alternative Product [ManageEngine ServiceDesk Plus](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/) 4.4 [(234)](https://www.softwareadvice.com/help-desk/manageengine-servicedesk-plus-profile/reviews/) Ratings Breakdown - 4.27Ease of use - 4.31Value for money - 4.21Customer support - 4.39Functionality Pricing Starting at $16.00 per month Get Price Alternative Product [Zendesk Suite](https://www.softwareadvice.com/product/26892-Zendesk/) 4.4 [(4090)](https://www.softwareadvice.com/product/26892-Zendesk/reviews/) Ratings Breakdown - 4.33Ease of use - 4.16Value for money - 4.26Customer support - 4.36Functionality Pricing Starting at $55.00 per month Get Price Alternative Product [JIRA Service Management](https://www.softwareadvice.com/help-desk/jira-service-management-profile/) 4.5 [(776)](https://www.softwareadvice.com/help-desk/jira-service-management-profile/reviews/) Ratings Breakdown - 4.25Ease of use - 4.30Value for money - 4.29Customer support - 4.46Functionality Pricing Starting at $20.00 per month Get Price Alternative Product [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) 4.5 [(522)](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/reviews/) Ratings Breakdown - 4.48Ease of use - 4.54Value for money - 4.51Customer support - 4.47Functionality Pricing Starting at $89.00 per month Get Price ## CA Service Desk Manager Pricing and Plans Starting price: Connect with an advisor for pricing Free Trial Free Version Confused about pricing? We've got you covered. Get a personalized pricing breakdown tailored to your specific needs—no guesswork, no generic estimates. ## CA Service Desk Manager Features - Popular features found in IT Service Compliance Management Configuration Management Inventory Management Knowledge Management Problem Management Real-Time Monitoring Release Management Self Service Portal Service Catalog Task Management Ticket Management Workflow Management - More features of CA Service Desk Manager Change Management Dashboard Incident Management IT Asset Management Knowledge Base Management Mobile App Multi-Channel Communication Support Ticket Management ## CA Service Desk Manager User Reviews ## CA Service Desk Manager customer ratings - Overall rating: 3.5/5 - Total reviews: 13 ### Rating distribution - 5 stars: 2 reviews (15%) - 4 stars: 7 reviews (54%) - 3 stars: 1 reviews (8%) - 2 stars: 2 reviews (15%) - 1 star: 1 reviews (8%) ### Secondary ratings - Ease of use: 3.4/5 - Value for money: 2.7/5 - Customer support: 3.5/5 - Functionality: 3.3/5 --- Have you used CA Service Desk Manager and would like to share your experience with others? ### Best ITIL management software - Overall rating: 5/5 - Reviewer: Ravi S. - Verified reviewer: Yes - Industry: Banking - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: November 2020 - Review source details: This review was submitted organically. No incentive was offered #### Ratings breakdown - Ease of use: 5/5 - Value for money: 4/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Moved to CA from Remedy, extremely lightweight, thin client, covers all aspects of ITIL incident management, change management, problem management with the functionality to generate MI reports and main knowledge bases for various level of support teams in the organisation. The ability to flag tickets and trigger notifications to escalation points based on various levels of SLA breach. Easy to transfer tickets within teams, with inline editing to edit multiple tickets at once makes it easier for the batters to manage queues. #### Cons Auto scheduling of reports and visualisation should be added for better representation of data such as graphs and charts. --- ### Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Company size: 51-200 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. We were able to implement ITIL and ISO 27K compliant processes. It was very simple to assign very specific access privileges to different users. We accomplished a robust and fully functional integration of our monitoring alerts for ticket creation. Business rules have reduced a lot of human errors and minimized non-compliant execution of our processes. #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 5/5 - Functionality: 3/5 #### Pros The suite can provide anything we need regarding our ITSM needs. We can implement business rules, custom fields, automated validations, workflows, processes, etc. There's basically no limit, no ITSM business need we can't somehow do. No ITIL process we can't implement and certify. The management and agent GUI is consistent, once you understand how things are organized, you can easily navigate and find whatever option you need. Role based access control provides maximum granularity to satisfy the needs of the most strict security policies. CA's technical support is among the quickest and most capable support teams I've ever been served by. #### Cons There are too many software products in the suite, all of them needed to have a fully functional and compliant service desk. From the desk itself, to process automation, business reports, service catalog, self service GUI, access control management. These products have been created along a very long timeframe, which translates on very different software development fundamentals. While Service Desk is a rather old piece of software which relies on obsolete technologies la .NET 2.0 and the Java plug-in, service catalog and self service portal are more modern pieces of software. The APIs are not as robust as expected, or as seen in disruptive competition, a very limited REST api and a very complex SOAP webservice make it a big challenge to build robust integrations. CA support has confirmed there are no plans for building from scratch a new, modern version of Service Desk. --- ### Sounds Great on Paper... Start using it and you'll hate it. - Overall rating: 1/5 - Reviewer: Joel B. - Verified reviewer: Yes - Industry: Banking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: August 2019 - Review source details: This review was submitted organically. No incentive was offered From a UI perspective the software is a train wreck. Most of our service agents hate it. From a Development stand point, you will spend a lot of time just chasing your tail trying to figure out why something isn't working only to find out that there is a known bug within the software that is preventing you from doing what you intended to do. The communities are helpful and most of the folks there are very nice. They seem to have the sense of "we feel your pain too" mentality. Overall the quality of this software and the overall architecture is a train wreck. This was supposedly a cheaper alternative to some of the competition but the down side is we wasted millions trying to make this thing work when in reality it never would. Its a broken smoldering pile. STEER CLEAR! #### Ratings breakdown - Ease of use: 1/5 - Value for money: 1/5 - Customer support: 1/5 - Functionality: 1/5 #### Pros The concept and what it was attempting to do is brilliant. If it actually worked it would have transformed the entire agencies IT structure. #### Cons It didn't work. It was full of bugs and it seemed like we were basically paying to test out their software. The CA / Broadcom QA team is non-existent. At the time of writing this review their Process Automation piece of the suite is inherently flawed to the point that it has broken all integration with the rest of the software. --- ### A highly mature product with all Industry leading features - Overall rating: 5/5 - Reviewer: Saumendra M. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: October 2022 - Review source details: This review was submitted organically. No incentive was offered Life is supper cool as all the compliance and industry standard practices are taken care by core of the application framework !! #### Ratings breakdown - Ease of use: 5/5 - Value for money: 5/5 - Customer support: 4/5 - Functionality: 5/5 #### Pros Its based on ITIL and other Industry leading framework so one can use it relaxing about audits, Packed with many automation and self-service features to make the day to day support supper easy.Easy Integration with different data source , directory services and other eco system is the beauty of the product .Reporting and Knowledge management feature makes it the most appealing product among its competitors. #### Cons A bit resource heavy on server side. --- ### Classical Service Desk Product - Overall rating: 4/5 - Reviewer: Verified Reviewer - Verified reviewer: Yes - Industry: Computer Networking - Company size: 5001-10000 employees - Product usage: Used daily for more than 2 years - Reviewed: March 2019 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Streamline the ITIL process of an organization and help automating their IT infrastructure #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 4/5 - Functionality: 3/5 #### Pros One of the classical SD product developed using legacy and proprietary language but well advanced technical product. #### Cons Customization and downtime is hours if you migrate or upgade --- ### CA Service Desk Manager - Version: 'SDr12_6-165' - Overall rating: 2/5 - Reviewer: Brian v. - Verified reviewer: Yes - Industry: Information Technology and Services - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: May 2019 - Review source details: This review was submitted organically. No incentive was offered Terrible, there are better opensourcer free offerings out there if you want CMDB, incident, Change and problem management or something the is a little more stable and closer to ITIL #### Ratings breakdown - Ease of use: 2/5 - Value for money: 2/5 - Customer support: 2/5 - Functionality: 2/5 #### Pros Only redeeming feature is that it is a centralized Change/Incident management system. The colour is blue, and that is where it ends. #### Cons The CMDB part of it is near impossible to use, especialy if you have 30+ clients, 10000+ CI's and all the entities that hang of that. It is terribly resource hungry, the client frontend downloads a pile of code before it fires up, so a network killer for anybody that is on a wan or wifi in remote locations. When you have 100+ technicians trying to update their incidents/change orders it is prone to hang or not update. Very very difficult to extract any meaningfull data out of the system, their is no meaningful built in help. If there was ever a counter productive product, this is one of them. --- ### Decent Ticketing System - Overall rating: 4/5 - Reviewer: Alex T. - Industry: Medical Practice - Company size: 10000+ employees - Product usage: Used daily for less than 2 years - Reviewed: July 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Not bad, if you have only one team with consistent needs using the software. Once you need to customize it, you feel its limitations. #### Ratings breakdown - Ease of use: 4/5 - Functionality: 4/5 #### Pros Was our previous ticketing software for our Contact Center before moving to ServiceNow. Able to capture category, subcategory, comments, affected end-user, and much more. Can also report out of CA to track rep performance, call trends, etc. #### Cons Not nearly as customizable as ServiceNow, and its reporting functionality isn't as robust, either. Our Supply Chain Contact Center shared CA with our IT Contact Center, and, since it had such limited customization options, we had a number of challenges making one piece of software work for both teams. We've removed that problem with ServiceNow --- ### I am having moderate experience with CA service desk manager. - Overall rating: 3/5 - Reviewer: Mohit J. - Industry: Information Technology and Services - Company size: 10000+ employees - Product usage: Used daily for more than 2 years - Reviewed: March 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. This provides all benefits of any ITIL compliant ticketing tool. We have started managing all our incidents/service requests through this and effectively managing SLA's #### Ratings breakdown - Ease of use: 3/5 - Value for money: 3/5 - Customer support: 3/5 - Functionality: 3/5 #### Pros It is fast and easy to implement in any given organization. It has all basic and advanced features of a ITIL compliant ticketing tool. #### Cons I certainly don't like the customization ability of this tool. We have struggled much with our tools team for getting the customized report. Also, analyzing the activity logs of any ticket is not so easy , you have to invest 10 minutes for a single ticket. --- ### CA service desk was easy to install with the exception of a few database problems - Overall rating: 4/5 - Reviewer: Karen B. - Product usage: Used daily for more than 2 years - Reviewed: February 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. Use of customer service and general CRM reports that were tailored #### Ratings breakdown - Ease of use: 5/5 - Value for money: 2/5 - Customer support: 4/5 - Functionality: 4/5 #### Pros It is easy for new users to learn, the software does not require a lot of training man hours for one to use it. #### Cons the cost of the software, we needed to contact the support personnel on a few occasions to get the software to work as it should --- ### So much customization, while also feeling dated. - Overall rating: 4/5 - Reviewer: Ian V. - Industry: Government Administration - Company size: 1001-5000 employees - Product usage: Used daily for more than 2 years - Reviewed: December 2018 - Review source details: This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you. #### Ratings breakdown - Ease of use: 3/5 - Functionality: 3/5 #### Pros Amazing support! Every issue I have contacted them with has been resolved beyond my expectation. #### Cons Difficulties tracking and identifying tickets requiring a very granular and intricate process management. --- Showing 1 - 10 of 13 Reviews Load More Reviews ## Other Top Recommended IT Service Software [SysAid](https://www.softwareadvice.com/crm/sysaid-it-crm-profile/) **4.5** (522) Recently recommended **7** times [ConnectWise RMM](https://www.softwareadvice.com/it-management/connectwise-rmm-profile/) **4.2** (73) Recently recommended **6** times [Freshservice](https://www.softwareadvice.com/help-desk/freshservice-profile/) **4.6** (794) Recently recommended **3** times [NinjaOne](https://www.softwareadvice.com/remote-support/ninjarmm-profile/) **4.7** (297) Recently recommended **3** times Stuck Between Options? Our experts can help you compare CA Service Desk Manager with other top options, so you can find the best fit for your needs. ## See what companies are saying about Software Advice