CA Service Desk Manager Review

Incident Management module: Tracking events or incidents is one of the most challenging work phenomena in the workplace. Convincing your clients to report issues is another different isolated task that, when done right, tremendously improves TAT.

The IT team becomes more effective and efficient because there is workload sharing. Where a Service Desk administrator would have had to log a call, Users can now do it themselves to get a service.

Automated email logging: The tradition in the workplace for communication will always be email. If emails can be used to automatically trigger calls, that is the best thing that can ever happen in the incident management or service desk process. This would save a lot of time, plainly speaking.

There should be a way for emails sent to a particular address to trigger an alert to create an incident or request, similar to SIEM automation mechanisms. If this is already available, my apologies, but I currently don’t have it.

I have used it for over three years.

The product is quite stable and highly scalable. No issues yet.

Technical support is 7/10.

I’ve used SCSM (System Center Service Manager), quite a good product from Microsoft. The difference is in scalability; there was a need to use a web application compared to an in-house product solution.

I wasn’t directly involved in the initial setup of the product.

Solution was implemented through a vendor. It is a good product to implement; quite feasible.

It really has a good cost-benefit analysis for any business with a large employee base.

It is a good solution for service desks.