CA Service Desk Manager Review
Efficient problem/change management, but we don't have the required internal support for it


What is our primary use case?

It's our primary ITSM tool for managing problem chains and incident management.

I think it's performed okay. I've been with PenFed for a couple of years. I think one of the drawbacks is that we have adequate support within PenFed.

How has it helped my organization?

It has allowed us to be more efficient in our problem and change management processes and procedures.

What is most valuable?

I think the incident chain and Problem Management modules are key to IT being able to effect change within the organization, and manage that change effectively through ticketing systems and approvals, etc.

What needs improvement?

I took a breakout session on CA Service Desk here at the CA World conference. We're at version 12.9 and they're on 14 and getting ready to go to 17, so just looking at some of the features that I saw in the breakout session on 14, I would like to see us get to that version so that we can exploit a lot of the functionality that's available with 14.1.

What do I think about the stability of the solution?

I think it's a pretty stable platform. I think we don't necessarily exploit a lot of the features and functionality within the product because we don't really have a good support network with the company.

For example, right now we're not at the current release. We're back-leveled as far as the releases go. Our internal support doesn't know the product as well as they possibly should or could.

What do I think about the scalability of the solution?

I think the solution is scalable. We just have not leveraged the scalability aspects of it, or the latest versioning of it.

How is customer service and technical support?

We've used it. Again, our team doesn't really know the product that well so they use technical support when they runs into issues. CA's technical support, is pretty good. Our company reaches out to them frequently because there are things we don't know, so we rely on them. They've bailed us out a few times.

Which solutions did we use previously?

I wasn't there when they made that decision. When I got there they had already implemented it, but I think they didn't have a real viable ITSM tool for effecting problem change and incident management, so they needed a tool to do that.

Which other solutions did I evaluate?

I think we're probably looking to move to another solution.

The company has invested in ServiceNow for the facilities side of the business, so they're already using that on to manage facilities, ticketing and the like. And ServiceNow is probably the leader in the industry when it come to this ITSM tool.

What other advice do I have?

Personally, my most important criteria when selecting a vendor are

  • stability
  • reliability
  • scalability
  • good technical support.

I give it a six out of 10 overall, and that's because I haven't really seen us be able to exploit a lot of the functionality that exists within the tool, because of limited resources internally to support it.

Stay current with versioning and make sure that you're exploiting all of the functionality that exists within the tool so that you're getting the most out of the tool for the money that you're paying for it. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.

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