What is most valuable?
- The remote connection part (Support Automation): CA Service Desk has a Support Automation feature which primarily does remote connection. This is an important customer support tool used in connecting to a user’s/customer’s device or machine to help them resolve whatever problems they have. The remote connection also has a chat functionality that you can also use.
- Robust knowledge search via its knowledge base: For knowledge search, CA Service Desk has a robust knowledge base tool where documentation, articles and notes around known incidents and problems are documented for users/administrators or analysts to use. They basically act as a self-service tool where users can go to, search for documents and resolve problems themselves instead of having to always call the IT people. This way the IT people have time to do other productive tasks.
- The simplicity of the tool
How has it helped my organization?
All business processes have been built around the service. SLAs are measured promptly and tickets are owned/resolved faster, thereby improving user/customer satisfaction.
What needs improvement?
The Reporting part (Reports Tab) needs to be more robust and made less complex. CA Service Desk makes use of a BusinessObjects XI tool for reports, which is owned by SAP. This is actually a third-party tool and a bit complex in terms of reliability on the network, mostly. If these reports were in-built, without having to integrate or connect to any third-party tool, then this would be better.
For how long have I used the solution?
I have been using the product for seven years.
What do I think about the stability of the solution?
I encountered stability issues in rare cases but stability was good.
What do I think about the scalability of the solution?
I have not encountered any scalability issues.
How are customer service and technical support?
Good Technical Support
Support from CA Technical Support has been brilliant, as far as your SLA is renewed promptly.
Which solution did I use previously and why did I switch?
It was the same CA solution. The customer started with CA Service Desk 11.2 and they have upgraded to 12.6, 12.9 and 14.1.
What about the implementation team?
I am part of a team that does pre-sales, support, deployments/implementations of CA solutions.
What's my experience with pricing, setup cost, and licensing?
Pricing and licensing is usually a problem. CA solutions are very expensive; hence, only big organizations can afford them.
Which other solutions did I evaluate?
The customer looked at ManageEngine, HPE Service Manager and others.
What other advice do I have?
CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management, CMDB, etc.