CA Service Desk Manager Review

You can customize it and make it work to the client's needs


What is our primary use case?

Our primary use case is mainly for incident problem requests and change management. The overall experience has been pretty good. It is customizable. You can customize it and make it work to the client's needs. Overall, the experience is pretty good.

How has it helped my organization?

Since we partnered, we go in and implement this kind of solution outside to other clients or other customers. Overall, depending on the customers' needs, the response is mixed. Some people who are process people, they like to adapt the tool, they like to follow it. They are more happy when we show them the power of incident power change request management. 

Some customers, the adaptability of any ideas in tool, is a little bit harder for them. Over the years, or over a period of time, the acceptance of the tool grows. 

The overall experience is pretty good. I love being in the process management area.

What is most valuable?

Ability to write macros, which can in turn trigger some condition or could be conditioned to basically trigger notifications, the workflow desk, or web calls. It is huge benefit to customize it.

What needs improvement?

I would like to see the customization being more flexible. What that means that we do not have to go through a complicated process of applying a custom field to a Service Desk Manager application if it would be easier to do through an interface, which would be nicer.

Some of the scripting parts, especially the spell scripts behind the scenes, if that could somehow be incorporated into the tool that would be helpful.

What do I think about the stability of the solution?

There are issues. Of course, then there is the CS port and Regal patches. They give us patches and we apply them. 

Overall, the stability is pretty good for the product, but there are gaps that could be fixed.

What do I think about the scalability of the solution?

Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. 

We use it for different clients and each client has a different number of analysts and different number of customers. I have seen some large scale implementations where they have over a 1000 people using it even in the country or outside of the country in multiple countries and even within small organizations as well.

We have implemented it for larger and smaller companies.

How is customer service and technical support?

The technical support consists of very knowledgeable, helpful people. I know several of them personally.

Our issues are P1 or P2. We do not have the smaller scale issues because of our being on the technical side. We can resolve those issues by ourselves, within our team, or within the contacts that we have. In our organization, they can help us resolve some of those issues. Our technical issues are larger scale issues.

Which solutions did we use previously?

I am a consultant and we implement products for the tools. I only come into the picture once the product has already been sold. I am not part of that decision-making team.

How was the initial setup?

It is not straightforward, but it is not complex since I have only done it about four or five thousand times. It depends on who is installing it if it would be complex.

Which other solutions did I evaluate?

Compared to some of the other products, I think we are bit behind.

What other advice do I have?

I would highly recommend to install CA. Not only the CA Service Desk Manager tool, but the overall value that CA portfolio products can bring. If you can extend, you can get a grasp of management, you can get into IDCM client management, you can get into more automation and process automation.

The more add-on of the features that you can expand into your internal companies capabilities, the better, because CA has so many products.

The products are there that is why we work with CA's product suite. Other than the great knowledge of skill set available at CA that can help us guide through the project, the success is great.

I feel comfortable working with the tool as I have been working with it for years. 

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner.
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