CA Service Desk Manager Reviews

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Enterpri549c
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... 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... more»

Which other solutions did I evaluate??

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... 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... more»
Ahmed Issawi
Real User
System Architect ITSM application 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... 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... 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... more»

Which other solutions did I evaluate??

When we first started, we really didn't have a solution. It was kind of easy just to say, "Hey!" We put out an RFP. We had about 15 vendors, and... more»

What other advice do I have??

Go in with an open mind. CA sometimes has a negative connotation just because it's a big company. Go in with an open mind and work with the... more»
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ShayneQuaas
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... 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... more»

What needs improvement?

The suite has grown too large, and has been pulled together from a series of acquisitions. For example, the Service... more»

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

Licensing from CA is straightforward. The system is licensed by concurrent user. The rule of thumb for named users to... more»

Which other solutions did I evaluate??

I have consulted with many systems (Remedy, HEAT, Service Center, Tivoli, ServiceNow, Assyst, etc.). Each has their... more»

What other advice do I have??

If you are going to DIY this implementation, I recommend thorough planning with your IT team. Be sure you have the... 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... 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... 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... more»

Which other solutions did I evaluate??

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... 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... more»
SystemsE77f2
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... 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... 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... more»

Which other solutions did I evaluate??

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 *... 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... 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... 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... more»

Which other solutions did I evaluate??

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... 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... more»
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,... more»

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... 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... more»

Which other solutions did I evaluate??

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... more»

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.... more»
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... 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.... 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... 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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