CA Service Desk Manager Review

It serves as a cross-reference for other tracking tools we use in our daily work. It’s always bothered me how you need two steps to close a ticket.


Valuable Features

Creating tickets is a frequent part of our job. The scoreboard allows me to check for high-priority tickets, check status of tickets I created and search for tickets with keyword searches among other plusses.

Improvements to My Organization

We lean on it quite a bit in creating incidences, tracking them historically and following up open tickets created by a number of sources. It also serves as a cross-reference for other tracking tools we use in our daily work.

Room for Improvement

It’s always bothered me how you need two steps to close a ticket (solution then update status) to do essentially one task. I’d love to see that merged into one easy step. I also have issues with Configuration Items but I think that it's our issue, not a CA issue.

Use of Solution

I started using this program when I was hired in August, 2013 and there was a major upgrade roughly a year ago. I can’t quote version numbers to you, however.

Stability Issues

We have major problems keeping SDM up and running with issues popping up once or twice a week affecting service. I do not know if it is the software, the server or the lack of a backup to fail over service to. I would think more resources should be devoted to it.

Customer Service and Technical Support

We always contact our technicians first and they contact CA if necessary. Often, the issue is resolved with a 20-minute reboot of the server. From my end user prospective, I’d say 7/10.

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