CA Service Desk Manager Review

Allows us to handle users personally, gives IT a name and a face in interacting with end-users

What is our primary use case?

We use it for the collection of tickets, to help our end-users, make sure they're taken care of in a timely manner. We Utilize various aspects of it to provide best customer service for them, to get their problems resolved.

How has it helped my organization?

Sending an email, that's the old way of doing things. This system is still relatively new. People still use email, but using the ticket system verifies that no one gets left behind. We're in a world of electronic mail. Some nice people can slip through the cracks. It's kind of how it is. But the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. It's something we enjoy and they especially enjoy. We want to make sure that the new IT is not synonymous with, "Eh, don't wanna work with it."

It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users, and the ticket system helps us to get them the help they need right away.

What is most valuable?

The ability to keep track. The work is tracked.

Provides ease of customer interaction. Gives the customer a general sense that they're being helped. Email works, telephone calls work too. But having something that's tracked in this way just makes things easier.

It also allows us to assign different areas, maybe it's a multifaceted problem. Whether it's a problem we have to work on, or another part that needs to be worked on with infrastructure; sometimes they're meshed together. This really lets the IT group and our group shine.

What needs improvement?

The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help, perhaps. It's gotten better though. It's a little more streamlined, which we like. But every little bit helps with the end-user for them to get assistance.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

We recently upgraded from the older version, 12.1, we went to 14.1, and it has gotten a lot better.

How is customer service and technical support?

We have a lot of assistance from CA support now. We have some consistent support options with them. They get around to us really quickly. That's the great benefit with this new system, we really like it very much.

We use them many times. If there are some internal problems with the system, it's usually on the server base, server side of it. They've been very helpful in helping us get things resolved, especially since we have the newer version that's within the support frame. We were out of support for a few years, but they still helped the best way they could, gave us a few options. But now they've been quite good in helping us out.

Which solutions did we use previously?

Our servers were upgraded and over time we were noticing that there might be some issues with it because the older system had a few bugs and it but support options were limited. It was decided that we should get a newer, upgraded system to make sure we had the support from CA. Even though they did help us a lot with our older system, they were limited in what they could do. They still helped out. And the new system, now we create tickets, now things are resolved quite well. So any little issues, whether it is tickets not going to a user's email, things like that, are resolved.

I think we are comfortable with CA. We had heard of other options. My colleagues and I have used other ticketing systems as well before, in previous jobs. CA just seems to work for us overall, so that's why we stuck with it.

How was the initial setup?

I was involved in the upgrade. We just recently did that this year. I was working the project management aspect of it to make sure it got implemented. I had a lot of help from other departments, so it was a very big team effort to get things done.

It went quite smoothly actually. We understand that now, with 17.1, it's even easier to upgrade, but the process didn't take that long. Considering the fact we'd been out of support on the older version and went to 14.1, it worked out quite well. And this is on a worldwide scale, it's used worldwide at Novus International, everyone uses it.

What other advice do I have?

We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away.

I do recommend CA. Even though it can be complex, there are a lot of aspects to it that are fairly easy. There's a lot of material, CA has a lot of documentation to assist. Personally, I never knew of CA Service Desk at all, or even the name, before I came to this company five years ago. I adopted the system to help with any problems with it. The previous users who utilized and helped set it up, they weren't there anymore. It became my little project. I was able to get assistance from our group and from CA as well, to make it work out well.

So I would recommend it. From a newbie of that system I was able to help out, and CA was able to help out a lot, so it wasn't a huge learning curve.

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