CA Service Desk Manager Review

Automatic functions allow us to implement business rules by configuring the tool, without code.

What is most valuable?

With CA SDM, my entire service management business is ITIL aligned with better productivity across all IT processes. From incident management to release management, CA SDM empowers and energizes ABS and their clients.

How has it helped my organization?

We are ITIL compliant and we have a lot of experience implementing IT services. We offer these facilities to our clients and customers. SDM has many automatic functions that allow us to offer value when implementing business rules in a short time and without code, just by configuring the tool.

What needs improvement?

We are an enterprise that sells IT services and all our areas involved in IT processes use the tool.

I think each tool suffers difficulties when a customer has requirements completely outside the standard, which is very common.

Technical support is good, once scaled to a second level. But usually, there are difficulties in the first approach.

CA develops and acquires enough tools and adds them to its solutions, but does not necessarily fully integrate them before releasing them. That also makes initial implementation difficult.

And finally, CA currently has problems delivering the tool in the cloud. CA tried to insert a new tool in the cloud but failed. Today, only MSPs can deliver the service, but not CA directly.

For how long have I used the solution?

We have been using CA Service Desk Manager for 12 years.

What do I think about the stability of the solution?

In 12 years, we had only a pair of important isolated stability issues.

What do I think about the scalability of the solution?

We have not really had any scalability issues. Rather, the companies are the ones that often do not have clear information about when they have to make the jump to a next level.

How is customer service and technical support?

We have a lot of experience and do not have much need of manufacturer support. But, like most large companies, it is an area of opportunity.

Which solutions did we use previously?

We looked at open-source solutions and other branches like IBM or Remedy. SDM, at the time, offered critical differentiators that made us change and stay until now.

How was the initial setup?

SDM comes preloaded and preconfigured. We have started a service desk in a week, but without a doubt, the difficulty comes from the customer environment; the volume, the processes to be assembled, their level of maturity, etc.

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

It is not the most expensive nor the cheapest solution. It depends on the negotiation with CA, but in general I think it is a fair price.

Which other solutions did I evaluate?

We evaluated BMC Remedy and ServiceNow.

What other advice do I have?

I would recommend evaluating the tool with companies that have already implemented it. It is very important that you can find references that can be consulted.

You want to know about their time of experience in the market, whether they are certification tested with the manufacturer with an expert level, and are a reliable business partner for implementation.

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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