CA Service Desk Manager Reviews

4.0 out of 5 stars
 (64)
Anonymous avatar x80
Real User
Enterprise Application Administer
Jan 01 2018

What is most valuable?

I would say change management and request management, as well as CMDB.

How has it helped my organization?

It has helped us to organize a lot of our assets, so we have configuration items to attach to our change management. We can have tickets for change management and set them aside for an approval process. That is something we have never had... more»

What needs improvement?

We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon. We are very excited about that. That is something we use a lot. We would like to see them integrate more... more»
27cb2c82 fa60 450e b820 2f9b04daa43b avatar
Real User
Chief ITSM Tool Architect at Michigan State University
Feb 13 2017

What is most valuable?

Some of the features that we really like about the solution is that certain parts of it are pretty expandable and customizable. The support that we get from CA has been pretty good. We haven't had major issues with them, and they're really... more»

How has it helped my organization?

Honestly, we started off just using one part of the solution, just using request management, and then gradually, as they've improved the application, we've actually started to use it more and more. Now, we use it for our change management,... more»

What needs improvement?

Honestly, I would like to see them really change the UI for the user experience for the Service Management piece, or the Service Desk Manager piece, to match the unified self-service, so it looks more modern and more sleek. It'd be nice if... more»
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A8d3a0ea acc2 4d9b 81d6 a3463b109abc avatar
Consultant
Senior Consultant at a tech company with 51-200 employees
Aug 31 2016

What is most valuable?

The important part for me is not related to any of the features the product offers as such as it doesn't offer anything some other product wouldn't offer. What I find comforting is that CA has been around for decades and therefore it is seen... more»

How has it helped my organization?

I've worked as an employee and as an independent consultant for a number clients so I can't really speak to how this product has improved my organization. Usually, the organizations that decided to buy CA's service management solution had a... more»

What needs improvement?

The product has traditionally lacked the tools to support data migration from development to QA and then to production. CA has made a tool for this on the latest release but I haven't laid my hands on it yet. Also, data manipulation outside... more»
8a067051 c39b 4fff 8472 ecf1caab1ff7 avatar
Real User
Global Manager, CA Solutions at a tech services company with 10,001+ employees
May 10 2017

What is most valuable?

The core SDM component (the ticketing system) is the most valuable to me. It is reliable and covers the basic ITSM process stack very well (I,R,P,C). I am an IT consultant specializing in ITSM tools. The CA system has proven to be reliable... more»

How has it helped my organization?

The system becomes a centralized place for ITSM data and process automation for the enterprise. For example, a monitoring system generates an alert on a production server (the SDM system will integrate with any monitoring tool on the planet).... more»

What needs improvement?

The suite has grown too large, and has been pulled together from a series of acquisitions. For example, the Service Catalog, the process automation engine (IT PAM), and the Asset Portfolio Manager are all separate systems attached through... more»
Anonymous avatar x80
Real User
Regional IT Coordinator at Novus International
Jan 14 2018

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... more»

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... more»

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... more»
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What is CA Service Desk Manager?

Service desk capabilities, an integral part of the CA Service Management solution, can enable you to deliver efficiencies in IT service management to business consumers, power users and decision makers. Mobility and collaborative self-service capabilities provide a modern user experience for accessing services and performing tasks, which can help drive user adoption, satisfaction and productivity.

Learn More: https://www.ca.com/us/products...

Also known as
Unicenter Service Desk, CA SDM
CA Service Desk Manager customers

Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, Stefanini

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