CA Service Desk Manager Pros and Cons

CA Service Desk Manager Pros

Enterpri549c
Enterprise Application Administer
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.
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Jeff Vielle
Regional IT Coordinator at Novus International
the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.
It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users.
We especially like the look of xFlow. That looks very personal, so they can keep track of how things are going with their ticket, if it has been worked on, what the status of it is. It seems to be a little more user friendly. The user can see more from a distance right away.
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SystemsE77f2
Systems Enginee
It's fairly easy to use, from a UI standpoint.
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Cassandra Cupples
Ca System Admin at MGM Resorts International
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.
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.
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.
The use, from 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.
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Gurinder Giran
Senior Consultant
Solution is scalable. It does work. We can modify it up better to make it the way we want it to work. We have implemented it for larger and smaller companies.
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.
You can customize it and make it work to the client's needs.
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CindySmith
Senior Knowledge Manager at a financial services firm with 5,001-10,000 employees
We have decreased training and talk time, and all those good stats, just by reusing information, not reinventing it, every time we get a call.
We centralized our knowledge from various sources into one source of truth that is continually updated.
It has a good GUI interface.
The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but efficient, and it works.​
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Henrik Ohlin
Service Architect at SANDVIK IT Global Shared Services
Right now, we are starting to be dependent on the CMDB a lot.
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Martin Mueller
Chief Technology Officer at a tech services company with 11-50 employees
The new xFlow interface that was introduced for Level 1 analysts really helps the them to achieve the best and fastest result for their users/customers.
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Don Lee
IT Manager at a financial services firm with 1,001-5,000 employees
It has allowed us to be more efficient in our problem and change management processes and procedures.
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Marcos L. Domingos
Support Analyst at Sonda IT
Modules of integrated ITIL managers.
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CA Service Desk Manager Cons

Enterpri549c
Enterprise Application Administer
We would like to see them integrate more of a service catalog, which is more of an Amazon-type fill in your bucket, then sign in, once you decide what you want.
​We would like to see them revamp, or rework, a lot of their configuration management database structures. We hear that is on the horizon.
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Jeff Vielle
Regional IT Coordinator at Novus International
The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.
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SystemsE77f2
Systems Enginee
I would like to see the API cleaned up.
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Cassandra Cupples
Ca System Admin at MGM Resorts International
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.
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Gurinder Giran
Senior Consultant
​Compared to some of the other products, I think we are bit behind​.​
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CindySmith
Senior Knowledge Manager at a financial services firm with 5,001-10,000 employees
They really want user names in the document owner and subject expert fields, and that is just not practical.
On permissions, there are options to do groups and options to do roles. What is practical, you have to pick one or the other, for both read and write permissions.
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Henrik Ohlin
Service Architect at SANDVIK IT Global Shared Services
We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented.
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Martin Mueller
Chief Technology Officer at a tech services company with 11-50 employees
The methodology introduced for Level 1 analysts needs to be taken to Change Management Process. It would be useful to be able to look in Change Management and see the current status of the process.
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Marcos L. Domingos
Support Analyst at Sonda IT
They need to improve the High Availability, and the native integration between CA Service Desk Manager, CA Process Automation, CA Service Catalog and CA Unified Self-Service.
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Lindsay Estabrooks
Principal Consultant at It Consultants
I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.
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