CA Service Desk Manager Review

The Reporting and Dashboards components allow you to measure customer contracts.


What is most valuable?

  • Multitenancy does not require a standalone implementation per customer.
  • Reporting and Dashboards are components which allow you to measure customer contracts.

How has it helped my organization?

  • We can use the same installation for several and independent customers (multi-tenancy).
  • ITIL processes.

What needs improvement?

I would like more flexibility on KPI and SLA definition.

For how long have I used the solution?

I have used the product for 6+ years.

What do I think about the stability of the solution?

I did not encounter any stability issues.

What do I think about the scalability of the solution?

I did not encounter any scalability issues.

How is customer service and technical support?

I would give technical support a score of 6/10.

How was the initial setup?

The high availability setup is more complex, but nothing special.

Which other solutions did I evaluate?

We evaluated ServiceNow.

What other advice do I have?

It is a stable and good product, with several integrations and an interesting API.

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
Add a Comment
Guest
Sign Up with Email