CA Service Desk Manager Review

Owing to the integration with BI, we can create reports to modify our processes.


What is most valuable?

One of the features of this product is to elevate the customer experience. Due to the constant needs of the experienced customers, we always have to make changes with the way we are working so as to achieve satisfaction for our clients; this application has many ways to do that.

How has it helped my organization?

We have certainly increased our quality level.

First of all, the system is more robust. In this way, we can elaborate on more complex services. At one time, we had a lot of processes.

Secondly, the application has the possibility to integrate with other systems and transforms more solid information.

Lastly, owing to the integration with BI, we now have various possibilities to create reports in which we can see where and when we need to modify our processes. Therefore, there was a decrease in the number of open and duplicate tickets.

What needs improvement?

One area of this product that needs improvement is the user mobile experience. We need to get more solutions on the mobile devices of our clients so that they have the same mobile experience as they have on the computer.

For how long have I used the solution?

I have been using it for about four years.

What do I think about the stability of the solution?

Particularly, I didn't have any issues with stability.

What do I think about the scalability of the solution?

None of my clients have reported any scalability issues, neither have I experienced any issues.

How is customer service and technical support?

CA technical support is one of the best that I've seen.

Which solutions did we use previously?

I have used a different solution before but it wasn’t what my clients really needed; thus I moved over to this product.

How was the initial setup?

The setup was straightforward, i.e., once you have almost everything planned, it is quite straightforward.

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

It is a bit expensive, but you definitely get what you pay for. The product is worth it.

Which other solutions did I evaluate?

We had evaluated and looked at the second product in the market.

What other advice do I have?

Plan every step that you need to implement and always look ahead to what your client would need in order to get there.

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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