CA Service Desk Manager Review

Based on certain ticket attributes, the heat of tickets is calculated and the list is sorted so analysts are always working on the highest-priority tickets.


What is most valuable?

The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers.

First, based on certain ticket attributes, the heat of tickets is calculated and the list is sorted so the analyst can always continue to work on the ticket with the highest priority.

Then, ticket data is analyzed by the system to give analysts hints on experts or similar tickets/solutions.

Last but not least, the research tool is great to search the internet for solutions and get information back to the ticket.

How has it helped my organization?

The intelligence introduced into the product keeps getting better the longer you use it. Unified Self Service gives our end users an interface that attracts people and which they want to use, as it looks great and the offerings we provide makes their work life easier.

What needs improvement?

The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process. For example, it could show that this change has five steps and the analyst is performing step three. Also, end users would benefit from this step view.

Change Management is the most complex ITIL Process. Here a clear guidance for the person in action or all actors are important. Currently, there is room for improvement.The change process has a variable amount of steps to complete, depending on several attributes. If you look into a change, you should directly see that you are on step three out of seven, so you have a clear idea of how many steps have to be completed and how many are already completed. It gives you a good understanding of where you are in the process.

For how long have I used the solution?

We have been using the solution now for eight years. It has given us a huge benefit in our daily work.

What do I think about the stability of the solution?

We have not had any problems with stability. We run the system for multiple customers and as a SaaS offering with very good stability.

What do I think about the scalability of the solution?

The solution scales very well. A greatly improved version was introduced 3 years ago and since then, we have not had any issues with scalability or stability.

How is customer service and technical support?

Customer Service:

the SLAs provided are real life proven, we faced some priority 1 issues and got quick solutions and it works throughout their support centers.

Technical Support:

We have experienced very good technical support. When you prepare for a go-live, you can engage with a dedicated technical support engineer in advance to get priority support in case issues occur during, or shortly after, an upgrade.

Which solutions did we use previously?

We used in-house solutions and it did not give us the coverage over all the ITIL processes to provide professional service/support.

How was the initial setup?

Setup and integration went smooth. After installation, we were able to import ITIL content to get started modifying the processes to our needs.

What about the implementation team?

we did a in house implementation only for difficult integrations/customizations we involved the vendor. They have professionals that know the software very well.

What's my experience with pricing, setup cost, and licensing?

Pricing is simple, as it’s per concurrent analysts.

Which other solutions did I evaluate?

We looked into other vendors too, such as Cherwell. But this is already 7 years ago. Since then, we observe the market and review our decision every two years to make sure that our decision is still right.

What other advice do I have?

It provides great possibilities. To get the most value out of the solution, make sure to get your people in service management and administrators trained.

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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