CA Service Desk Manager Review

It is secure, scalable and there are customization possibilities. They need to get rid of Flash.


What is most valuable?

The most valuable features of this product are security, scalability and the possibilities for customization.

We can’t compete with the price against small local vendors. Demanding customers are our market.

How has it helped my organization?

We have mainly made money by selling our consultant services around it.

What needs improvement?

Some the features that can be improved are:

  • Usability: xFlow is a great step forward, but further steps are needed. Public bids in Finland often require HTML5 UI. xFlow fulfills that requirement.
  • Public bids in Finland often do not permit browser plugins: Java or Adobe Flash Player. In such cases, we just have to offer other solutions since Visualizer requires Flash. Thus, there is a need to get rid of Flash.
  • Internalization: Check out language plugin in ServiceNow. CA is quite far behind in this area.

For how long have I used the solution?

I have used this solution since the year 2009.

What do I think about the stability of the solution?

Some bugs have been found during the years, but they have been resolved.

What do I think about the scalability of the solution?

I have not encountered any scalability issues.

How is customer service and technical support?

It’s okay. We have had issues while getting fixes for a few older releases.

Which solutions did we use previously?

We had tried a local competing solution in the years 2014-2015. Their UI is much more suitable for sales presentations. However, they have too many issues with stability and their technical support is at a very poor level.

How was the initial setup?

ITSM deployment projects are always quite difficult.

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

CA is competitive, i.e., if there are a lot of end users compared to number of analysts. However, that is not always the case.

Which other solutions did I evaluate?

We considered both global and local vendors.

What other advice do I have?

A customer comment after our sales presentation (CA Service Desk Manager + CA Control Minder): "We have finally found a vendor who is serious about security."

Disclosure: My company has a business relationship with this vendor other than being a customer: We are partners.
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