CA Service Desk Manager Reviews

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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… 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… more»

If you previously used a different solution, which one did you use and why did you switch?

Usually, we look for a new solution because most of the group does not like a product, and they go after a different product. It is not usually something we look at as a corporate standpoint, because… more»

What other advice do I have?

Engage with consultants from the vendor at the very beginning. Learn the product, then train yourself to work on it. It is something you can work on yourself with a lot less consultation from the… more»

Which other solutions did I evaluate?

I think we had the Amdocs product, which we had used before. Then, we had what is called Request Tracker, which is an open source tool for consulting. I can't remember some of the other ones. For this… more»
Jeff Vielle
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… more»

If you previously used a different solution, which one did you use and why did you switch?

Our servers were upgraded and over time we were noticing that there might be some issues with it because the older system had a few bugs and it but support options were limited. It was decided that we should get a newer, upgraded system to… more»

What other advice do I have?

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… more»
Find out what your peers are saying about CA (A Broadcom Company), ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
372,374 professionals have used our research since 2012.
Real User
Systems Enginee
Dec 04 2017

What is most valuable?

It's a part of of a tool that other people use, and the big part of the problem with CMDB is getting a high rate of adoption. CMDB is not something that people see as a necessity, especially technical people. They don't want to deal with… more»

How has it helped my organization?

It helps us have a clearer understanding of our environment, that's the big part of it that I use. As far as the ticketing part of that, it integrates within our email. If you're an end user, just a person, you don't need to go the website… more»

What needs improvement?

I would like to see the API cleaned up. Right now, because of the way CA works, they combine a lot of applications. That's just the nature of it, they can't fix that probably. But the API is a mess, it's hard to navigate, hard to figure… more»

If you previously used a different solution, which one did you use and why did you switch?

My company has been using CA for a long time.

What other advice do I have?

I've been a part of PoCs at our company. When looking to invest in a vendor, the criteria include * cost - obviously a big concern * functionality - if it's going to work within the tools that we have now. We're really big into automation… more»
Cassandra Cupples
Real User
Ca System Admin at MGM Resorts International
Jan 03 2018

What is most valuable?

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»

How has it helped my organization?

It's a great ticketing, tracking system. 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… more»

What needs improvement?

One thing that I'd like to see is with the Scoreboard usage. Right now, you have to create the Scoreboards individually for roles or users. If they could separate that functionality, and create the… more»

If you previously used a different solution, which one did you use and why did you switch?

We were a CA house, and then we outsourced to a company that brought Remedy in for the ticketing system. When we got rid of them, we needed to bring our own ticketing system back, and we brought CA… more»

What other advice do I have?

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. We're not currently… more»

Which other solutions did I evaluate?

We didn't. Because we had been a CA Service Desk house before, we brought it back in.
Gurinder Giran
Consultant
Senior Consultant
Jan 04 2018

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.

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… more»

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… more»

If you previously used a different solution, which one did you use and why did you switch?

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.

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… more»

Which other solutions did I evaluate?

Compared to some of the other products, I think we are bit behind.
CindySmith
Real User
Senior Knowledge Manager at a financial services firm with 5,001-10,000 employees
Dec 13 2017

What is most valuable?

The knowledge.

How has it helped my organization?

We centralized our knowledge from various sources into one source of truth that is continually updated. We have processes built around that. We have a lifecycle around the documents. We have good reporting, so we can show an ROI by tickets of time waited with people searching knowledge themselves… more»

What needs improvement?

There are a few things which bug me about it. For recent searches, if you are an analyst, if I click on it, it will pull up everything that I have looked at for the last ten years. Works great on the end user, they see their last five searches, or their last five documents, that they have looked at… more»

What other advice do I have?

It is very comprehensive. You can use it for the whole idle range of processes, including idle. It integrates pretty well with your contacts and the tickets. The integration between the ticketing and knowledge is huge, because that is a best practice. The knowledge is great. It is simple but… more»
Henrik Ohlin
Real User
Service Architect at SANDVIK IT Global Shared Services
Dec 06 2017

What is most valuable?

Right now, we are starting to be dependent on the CMDB a lot. It's increasingly important but, of course, as with many other customers, it's the ticket system that actually helps us a lot. For incidents, of course, that's the biggest use… more»

How has it helped my organization?

We get control, and the incidents are actually connected to changes and problems. So we do have a good picture and control.

What needs improvement?

We talk a lot about the idea that Service Desk Manager should be more "service" oriented, not just ticket oriented. Right now, it's just tickets, tickets, tickets. It could be related to a CMDB topic, but it's the service perspective. We… more»

If you previously used a different solution, which one did you use and why did you switch?

We had our homegrown solution in Lotus Notes, but we knew that we should grow a lot, be more of a global IT. So we needed one central system that was more generic. What we used before was just a database, very, very simple. We also picked… more»

What other advice do I have?

In terms of the important criteria when researching products and vendors, I don't know really, because I haven't been involved with that many new products. We know that if we want to have another system, it's an advantage to have another… more»
Martin Mueller
Real User
Chief Technology Officer at a tech services company with 11-50 employees
Oct 21 2017

What is most valuable?

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. First, based on… more»

How has it helped my organization?

The intelligence introduced into the product keeps getting better the longer you use it. Unified Self Service gives our end users an interface that attracts people and… more»

What needs improvement?

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… more»

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

Pricing is simple, as it’s per concurrent analysts.

If you previously used a different solution, which one did you use and why did you switch?

We used in-house solutions and it did not give us the coverage over all the ITIL processes to provide professional service/support.

What other advice do I have?

It provides great possibilities. To get the most value out of the solution, make sure to get your people in service management and administrators trained.

Which other solutions did I evaluate?

We looked into other vendors too, such as Cherwell. But this is already 7 years ago. Since then, we observe the market and review our decision every two years to make sure… more»
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User Assessments By Topic About CA Service Desk Manager

Find out what your peers are saying about CA (A Broadcom Company), ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: October 2019.
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CA Service Desk Manager Questions

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 Catalog, CA Business Service Insight
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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