CA Service Desk Manager Review

Quick capture of ticket info lends itself to resolution and/or assignment to other groups.


What is most valuable?

The following modules are the most valuable:

  • Incident
  • Request
  • Knowledge
  • Change Order

How has it helped my organization?

Quick capture of ticket info lends itself to easy resolution and/or assignment to other groups.

What needs improvement?

Reporting and integration to SCCM need improvement.

Service Desk Manager doesn’t integrate to SCCM out of the box. If you’re looking to use SCCM as your source of truth for servers or desktops and to populate a federated CMDB (using Service Desk manager), you’re looking at building a connector manually or buying another tool to do that. In our organization, we’re customizing code to do this in batch mode. Not ideal, but what we have to do. CA had recommended integrating with other tools of theirs that we have but the technology teams are centralized on SCCM. So that’s that one.

Reporting, we’ve had to buy Ivanti Xtraction to do all our dashboard and reporting. Boxi reports really fall short and we don’t use any reports out of the box. Be that as it may, we’re heavily metrics focused, so we’ve had to take that on separately to work with outside tools. Not ideal, but reality.


For how long have I used the solution?

I have used this solution for thirteen years.

Service Desk Manager doesn’t integrate to SCCM out of the box. If you’re looking to use SCCM as your source of truth for servers or desktops and to populate a federated CMDB (using Service Desk manager), you’re looking at building a connector manually or buying another tool to do that. In our organization, we’re customizing code to do this in batch mode. Not ideal, but what we have to do. CA had recommended integrating with other tools of theirs that we have but the technology teams are centralized on SCCM. So that’s that one.

Reporting, we’ve had to buy Ivanti Xtraction to do all our dashboard and reporting. Boxi reports really fall short and we don’t use any reports out of the box. Be that as it may, we’re heavily metrics focused, so we’ve had to take that on separately to work with outside tools. Not ideal, but reality.


What do I think about the stability of the solution?

We have not had stability issues.

What do I think about the scalability of the solution?

We have not had scalability issues.

How is customer service and technical support?

Technical support is moderate.

Which solutions did we use previously?

Remedy was the previous solution at my current organization. It was not easy to support or migrate to new versions and was cost prohibitive.

How was the initial setup?

Minimal training is required to get everyone up to speed and using the system.

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

Negotiate with the vendor.

Which other solutions did I evaluate?

We evaluated ServiceNow. It costs a fortune and required too much management.

What other advice do I have?

Develop a process first, then apply the tool and minimize customizations.

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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