CA Service Desk Manager Software

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 analys...

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CA Service Desk Manager User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

3.5

Value for money

2.5

Customer support

3.5

Functionality

3

Showing 1 - 5 of 12 reviews

User Profile

Ravi

Verified reviewer

Company size: 10,000+ employees

Industry: Banking

Time used: More than 2 years

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
4

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

November 2020

Best ITIL management software

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.

Anonymous

Company size: 51-200 employees

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
3

Value for money

out of 5
5

Customer support

out of 5
3

Functionality

out of 5

August 2018

Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity

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.

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.

Mohit

Company size: 10,000+ employees

Industry: Information Technology and Services

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
3

Ease-of-use

out of 5
3

Value for money

out of 5
3

Customer support

out of 5
3

Functionality

out of 5

March 2018

I am having moderate experience with CA service desk manager.

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

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.

Alex

Company size: 10,000+ employees

Industry: Medical Practice

Time used: Less than 2 years

Review Source

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
4

Ease-of-use

out of 5
4

Functionality

out of 5

July 2018

Decent Ticketing System

Not bad, if you have only one team with consistent needs using the software. Once you need to customize it, you feel its limitations.

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

Karen

Time used: More than 2 years

Review Source: Capterra

This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
5

Ease-of-use

out of 5
2

Value for money

out of 5
4

Customer support

out of 5
4

Functionality

out of 5

February 2018

CA service desk was easy to install with the exception of a few database problems

Use of customer service and general CRM reports that were tailored

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