CA Service Desk Manager Reviews

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Anonymous User
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… 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»

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… 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… more»
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 process… 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… 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»

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

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 right… more»
Find out what your peers are saying about CA Technologies, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: April 2019.
334,285 professionals have used our research since 2012.
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»

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… 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»
Anonymous User
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… 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 it… 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… 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?"… 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 they… 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… 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… 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, or… 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 customers'… 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»

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… 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. If… 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 documents… 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 between… 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… 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… 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… 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… more»
See 35 More CA Service Desk Manager Reviews

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Find out what your peers are saying about CA Technologies, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: April 2019.
334,285 professionals have used our research since 2012.

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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 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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