CA Service Desk Manager Review

Provides management of service calls and work assignments. The UI needs to be intuitive and efficient.

What is most valuable?

Provides effective management of service calls and work assignments. It includes good APIs to extend functionality.

How has it helped my organization?

In addition to IT, we also use this product on our business side to manage lobby flow for clients and workflow for our client service staff. The product has allowed us to efficiently manage workflow, measure performance, and analyze customer service measures.

What needs improvement?

The UI is old and passé. It needs to be intuitive, efficient, and allow users to tailor it to their way of working.

For how long have I used the solution?

I have used CA Service Desk for fifteen years.

What do I think about the stability of the solution?

The product is very stable.

What do I think about the scalability of the solution?

The product does scale effectively up to a point. Beyond that, it gets a little complicated to extend it.

How is customer service and technical support?

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

Which solutions did we use previously?

We used Remedy and switched to CA Service Desk for cost and ease of implementation.

How was the initial setup?

The basic setup is easy and straightforward. The product is tailored around ITIL. Business processes need to account for that in order to make the most use of the product.

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

We think CA pricing is straightforward. They do have a tendency to re-bundle (and sometime rebrand) products and you have to be on top of that. If you build a relationship, working through these things is much easier.

Which other solutions did I evaluate?

This was an easy choice fifteen years ago.

What other advice do I have?

Look into the SaaS offering from CA and compare. While CA Service Desk has rich functionality and is stable, its skin is old and cumbersome.

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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