CA Service Desk Manager Review

Easy to use for admins and end-users, with flexibility to give our users what they need


What is our primary use case?

Right now we have our IT analysts, about 500 users, that use Service Desk Manager primarily. They put in tickets, requests, incidents, and then track changes. Those are our use cases for it right now.

How has it helped my organization?

It's a great ticketing, tracking system. 

It also provides the front end for the employees too. It's pretty basic, but it gives them the means to reach out to IT so they don't have to pick up the phones. That's one of the big benefits.

Also, the flexibility in the tickets that are created, and what we can change and modify, is a big benefit.

What is most valuable?

There is a lot of flexibility in the system. There has not yet been a case where we've had people come to us and say, "Hey, can you guys do this?" and we can't. Some of it is obviously a little bit more complicated at times, but the flexibility in the system provides a lot.

Giving our end users what they need to perform their jobs better is highly valuable.

What needs improvement?

One thing that I'd like to see is with the Scoreboard usage. Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the scoreboards separately, and then just link scoreboards to roles and users - that way you could reuse the same ones - that would be a huge benefit. I know, because they're a nightmare to manage at times.

What do I think about the stability of the solution?

Overall, the stability is pretty good. I think we step on our own toes when it comes to stability, more than the stability of the system itself. If you configure it to the specs, it seems to be working perfectly fine.

What do I think about the scalability of the solution?

The scalability is pretty good. We've introduced new environments, new remote offices, into it and are able to incorporate them with pretty small impact.

How is customer service and technical support?

I like the technical support. I've had pretty good instances with it, and feedback. They're really quick, typically. Even when I have really problematic issues, not just Service Desk related, they stick with me so it works out well.

Which solutions did we use previously?

We were a CA house, and then we outsourced to a company that brought Remedy in for the ticketing system. When we got rid of them, we needed to bring our own ticketing system back, and we brought CA back, we brought Service Desk back. We could have gone elsewhere, but we chose to bring it back into the environment.

How was the initial setup?

I was involved in the upgrade, the most recent upgrade that we did, not the initial setup. MGM Resorts has been on it for a while, but I did do the upgrade.

I was pretty new to it, and we've done patch upgrades since then. There are a lot of steps in it. But what I'm seeing here, at the CA World conference, is that they have new utilities that make it more seamless. I'll be interested to see when we go to '17 what that does for it.

Which other solutions did I evaluate?

We didn't. Because we had been a CA Service Desk house before, we brought it back in.

What other advice do I have?

Our users access it via the web. We have external and internal sources, and we're now introducing the mobile app portion so our computer engineers can respond to tickets remotely.

We're not currently using xFlow. I'm trying to push my boss to use it because I think there are benefits of having everything right there in your face. Service Desk right now, you have to really get into the tickets in order to get to some of the stuff that xFlow has puts right there.

Our most important criteria when selecting a vendor is seeing their desire and interest in making sure they understand what we need, and then making sure that they can do that. If they can't do that, see what improvements they can make to give us at least steps forward towards something that we may need.

I would highly recommend Service Desk Manager. The use, from an administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex. Service Desk is pretty straightforward as far as use goes.

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