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Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8About 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 modu...
12 Reviews of CA Service Desk Manager
Average User Ratings
Overall
3.42 / 5 stars
Ease-of-use
3.5
Value for money
2.5
Customer support
3.5
Functionality
3.0
Likelihood to Recommend
Not likely
Very likely
November 2020
Ravi from Deutsche Bank
Verified Reviewer
Company Size: 10,000+ employees
Industry: Banking
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
4.0
Customer support
4.0
Functionality
5.0
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.
August 2018
Anonymous
Verified Reviewer
Company Size: 51-200 employees
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
5.0
Functionality
3.0
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.
March 2018
Mohit from HCL
Company Size: 10,000+ employees
Industry: Information Technology and Services
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
3.0
Value for money
3.0
Customer support
3.0
Functionality
3.0
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.
July 2018
Alex from Adventist Health System
Company Size: 10,000+ employees
Industry: Medical Practice
Time Used: Less than 2 years
Review Source
Ease-of-use
4.0
Functionality
4.0
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
February 2018
Karen from eGov Jamaica
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Value for money
2.0
Customer support
4.0
Functionality
4.0
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
