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.


Valuable Features

  • Service Desk
  • Knowledgebase
  • CMDB
  • Change Calendar

Improvements to My Organization

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

Room for Improvement

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

Use of Solution

Almost a year.

Deployment Issues

No issues encountered.

Stability Issues

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

Scalability Issues

No issues encountered.

Customer Service and Technical Support

Customer Service:

It's satisfactory.

Technical Support:

It's satisfactory.

Previous Solutions

Yes, but I was working in another company.

Initial Setup

It's straightforward.

Implementation Team

We used a vendor team who were satisfactory.

Pricing, Setup Cost and Licensing

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

Other Solutions Considered

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

Other Advice

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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