CA Service Desk Manager Review

Easy to use, good integration with ITIL processes, and good customization


What is our primary use case?

We use this solution to improve user experience. With the new xFlow and Service Point features, we are able to bring users even further to our side. This is a huge gain when we look at a heterogeneous environment in terms of culture and variety of systems in operation. Demonstrating ease of use and interaction for end users along the same line of usability for support analysts was a key factor in the success of the deployment.

How has it helped my organization?

Visible integration between ITIL Processes makes service management easier by providing a broad view of the health of the organization's technology infrastructure, cost savings, and future investments.

Another relevant point is the ease of customizations and integrations that are inevitable in midsize and large companies.

What is most valuable?

XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the product, whether end-users or analysts.

In these resources, knowledge management gains strength and favors the dynamics of use and service, ensuring agility in operations.

What needs improvement?

The part of notification methods and satisfaction surveys remain almost unchanged. Perhaps greater attention to these two simple and native features could give the set a greater force. It is as if such modules have not evolved with the rest.

Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.

Making the Satisfaction Survey more interactive would also be interesting.

For how long have I used the solution?

We have been using this solution for twelve years.

What do I think about the stability of the solution?

This has the best possible stability.

What do I think about the scalability of the solution?

The scalability is the best possible.

How are customer service and technical support?

This solution has satisfactory service and support, even after the Broadcom acquisition.

Which solution did I use previously and why did I switch?

We did use another solution previously but there was a need for evolution.

How was the initial setup?

This initial setup of this solution was complex, considering external access for Mobile use.

What about the implementation team?

The implementation was performed by the vendor and our internal staff, both with equivalent knowledge and expertise.

What was our ROI?

Our ROI is satisfactory.

What's my experience with pricing, setup cost, and licensing?

My advice is to try to test the product a lot, including its procedural dependencies.

Advice from some end-users would be very interesting, as it would evaluate the ease of integrations and customizations.

Which other solutions did I evaluate?

We did not evaluate other options as we were already satisfied with the product and would incur a high cost.

What other advice do I have?

Try to focus on Knowledge Management and CMDB. Use CA Productivity Accelerator to learn and automate CMDB integration as much as possible.

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