CA Service Desk Manager Review

When you want to find other tickets that relate to the incident you're working on, the search usability is valuable.


What is most valuable?

The most valuable feature is the usability of the search when you want to find other tickets that relate to the incident you're working on.

We have all of our different ticket types in one area. There are incidents, requests, and change requests all tied into one application, so you don't need to go to different tools. It makes it easier to find all the data in one spot.

What needs improvement?

I don't know. There's really nothing that I can think of. Everything always can be improved.

What do I think about the stability of the solution?

It's really stable. We haven't had much downtime, so it's been a very solid product.

How is customer service and technical support?

I haven't used technical support personally. My boss uses CA technical support. He handles all the issues.

Which solutions did we use previously?

Our old solution was not meeting our needs. It was very hard to use. It was causing a lot of people issues, so we needed to find something new.

How was the initial setup?

I wasn’t involved in the initial setup, but I heard that it was pretty straightforward. They didn't really have very many issues. The CA people were able to help out with any problems we had.

Which other solutions did I evaluate?

I don’t think we looked at other vendors before choosing CA.

What other advice do I have?

Have resources available and people who are dedicated to the product.

When we select a vendor, we look for a company that's a leader in their industry, or somebody who has the backing to support the product that they sell.

Disclosure: IT Central Station contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor.
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