CA Service Desk Manager Review
Enables us to automate many tasks, and is flexible enough to integrate with many products


What is our primary use case?

We drive all of our operations for our enterprise solutions through Service Desk Manager. It has performed really well.

How has it helped my organization?

The flexibility and being able to connect to multiple products. It allows to use it the way we want to use it versus the way it came out of the box.

It has given us the ability to automate a lot of tasks, things we couldn't do before.

What is most valuable?

The flexibility. It allows us to do things, expand it, and integrate with our other solutions. Also, it's pretty easy to use.

What needs improvement?

  • Simplification in the user interface
  • Being more expandable
  • Better documentation

The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated, a lot of the things for the full functionality.

For how long have I used the solution?

Three to five years.

What do I think about the stability of the solution?

Stability is pretty good. We've made strides in making it more available. Switching to the High Availability model helped with that. We had some "growing" issues, upgrades, and the like.

What do I think about the scalability of the solution?

Scalability has been good. We've been able to add new servers when we need to and it's been performing well.

How is customer service and technical support?

We use tech support a lot. We do things in a lot of non-standard ways, and we end up finding a decent amount of bugs or corner-case kind of things.

I'd like to see things move a little bit faster with it. Sometimes we've had tickets open for a long time, but overall they provide a good service.

How was the initial setup?

Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues.

What other advice do I have?

When selecting a vendor, support is the big one. Also, the capabilities; the fact that it can do what we want it to do. And then expandability, being able to customize it the way we need to.

I think the best advice I'd have is to really use the automation features and expandability to be able to make it do things the way you want it to do them. Simplify the way a user has to interact with things by using a lot of automation.

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

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