CA Service Desk Manager Review

We've established a more organized dynamic and can better plan activities. However, CMDB and the UI, especially for extracting reports, could be improved.


What is most valuable?

  • Service Desk
  • Knowledgebase
  • CMDB
  • Change Calendar

How has it helped my organization?

It established a more organized dynamic and the ability to better plan activities.

What needs improvement?

CMDB and the user interface, especially for extracting reports, could be improved.

For how long have I used the solution?

Almost a year.

What was my experience with deployment of the solution?

No issues encountered.

What do I think about the stability of the solution?

Yes, but we are using an older version that can cause this.

What do I think about the scalability of the solution?

No issues encountered.

How are customer service and technical support?

Customer Service:

It's satisfactory.

Technical Support:

It's satisfactory.

Which solution did I use previously and why did I switch?

Yes, but I was working in another company.

How was the initial setup?

It's straightforward.

What about the implementation team?

We used a vendor team who were satisfactory.

What's my experience with pricing, setup cost, and licensing?

It's difficult to control costs, and it's expensive.

Which other solutions did I evaluate?

I wasn’t here in this period, but I know they evaluated BMC and HP.

What other advice do I have?

Keep it simple, and try to avoid customisations.

**Disclosure: I am a real user, and this review is based on my own experience and opinions.
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