CA Service Desk Manager Valuable Features

Enterpri549c
Enterprise Application Administer
I would say change management and request management, as well as CMDB. View full review »
Jeff Vielle
Regional IT Coordinator at Novus International
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 makes things easier. It also allows us to assign different areas, maybe it's a multifaceted problem. Whether it's a problem we have to work on, or another part that needs to be worked on with infrastructure; sometimes they're meshed together. This really lets the IT group and our group shine. View full review »
SystemsE77f2
Systems Enginee
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 auditing, they don't want to deal with a lot of that stuff. So the fact that it's something they're already familiar with is a big deal. For a lot of companies, it's not built into their service desk, to my understanding. So that's a good thing about it. It's fairly easy to use, from a UI standpoint. Those are the main things that I would say are good about it. View full review »
Find out what your peers are saying about CA (A Broadcom Company), ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: September 2019.
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Cassandra Cupples
Ca System Admin at MGM Resorts International
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. Giving our end users what they need to perform their jobs better is highly valuable. View full review »
Gurinder Giran
Senior Consultant
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. View full review »
CindySmith
Senior Knowledge Manager at a financial services firm with 5,001-10,000 employees
The knowledge. View full review »
Henrik Ohlin
Service Architect at SANDVIK IT Global Shared Services
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 right now. View full review »
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. First, based on certain ticket attributes, the heat of tickets is calculated and the list is sorted so the analyst can always continue to work on the ticket with the highest priority. Then, ticket data is analyzed by the system to give analysts hints on experts or similar tickets/solutions. Last but not least, the research tool is great to search the internet for solutions and get information back to the ticket. View full review »
Don Lee
IT Manager at a financial services firm with 1,001-5,000 employees
I think the incident chain and Problem Management modules are key to IT being able to effect change within the organization, and manage that change effectively through ticketing systems and approvals, etc. View full review »
Lindsay Estabrooks
Principal Consultant at It Consultants
Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable. I could pick a dozen and say, "That's useful, and that's useful, and that's useful." The fact that it aligns very well with ITIL. I think that's probably one of my favorite things about it, because it's following up a general best practice for service management. That's important. View full review »
Grant Bischof
IT Support Tech at Value Drug
The ticketing aspect. Knowing that there is a ticket there. Something that we can justify what our users have done for our end users. View full review »
ManagerN0040
Manager Network Operations Center
* The auditing * The view it provides into who's doing the work * How long it's taking to do the work, where the black holes are in terms of the work View full review »
Reviewer2892
Vice President of Infrastructure Management at a transportation company with 10,001+ employees
* Logging every action in Service Desk Manager (SDM). * Unique ticket number for every case (incident, request, problem, change, etc.) and tracking cases with ticket numbers. * Out-of-the-box functions * ITIL compatibility View full review »
William Teixeira
Data Administrator at a tech services company with 5,001-10,000 employees
This product has so many adjustment possibilities for many different clients. One of the features of this product is to elevate the customer experience. Due to the constantly increasing needs of the customers experience, we always have to make changes in the way we are working to provide satisfaction to our clients. Thus, this application has many thousands of ways to do that. View full review »
Softwaref8bb
Software Manager
The database. The front-end is a little dated. They are working on it, but it is a little dated. So, the database and the power that is driven behind the database. View full review »
Programm5574
Programmer at a retailer with 1,001-5,000 employees
Probably the support end of it. You can track where the ticket status is all the way from the beginning to the end, and the whole company has access to it. View full review »
Kris Dunn
Manager Software Engineer at Appriss
The flexibility. It allows us to do things, expand it, and integrate with our other solutions. Also, it's pretty easy to use. View full review »
SystemsA1655
Systems Analyst
As far as the integration with using all the CA products, all the components integrate well together and are very easy to use. Previously, we did not have a help desk at all. So, it has made a difference. View full review »
Heather Geringer
Buisiness Analyst at Novus International
It enables our coordinators to connect to our customers, and our customers are number one. It adds tons of value. It gives us one central location to know, not only who is contacting us, but what they're contacting us for, what application they're contacting us for. View full review »
T Macul
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees
The most important part is the user experience. CA Service Desk Manager provides a great and helpful experience. It's a tool with constant updates and always thinking about and looking out for the user. It's a powerful tool that is able to do everything. Anything you need, CA SDM can help. CA Technologies have been improving the customer experience when we're talking about UI, probally it's comming soon a great UI about usability. It's comming with v17 a great functionality about upgrade - it's easier than ever. View full review »
OfficeMa56e6
Office Manager at a financial services firm with 1,001-5,000 employees
Extraction, the reporting tool that I tied into it. It's real-time reporting that's easy to use. View full review »
Hernan Dos Santos
Analytics Agile Methodology Manager with 5,001-10,000 employees
It is simple for me. Simple, and it is robust. It works very well. View full review »
Dave Newman
Assistant Programmer at a financial services firm with 1,001-5,000 employees
It has a lot of information, the way we have it set up, that you can use. We can attach documents and do screen prints. View full review »
Consult298936
Consultant at a financial services firm with 501-1,000 employees
It has all our configurations. All our infrastructure configurations are on a single pane of glass to view, allowing for one single point of information. View full review »
Fernando Bruno Videla
Security Architect at Netnix
We can search open cases and closed cases to find what we have done in other incidents. We use the cases as a knowledge base to find what we did last time this incident occurred. Also, prioritization is valuable and managing work queues. View full review »
Jose Juan Jaramillo
Application Analyst with 10,001+ employees
The value for the clients is that you can save information in the application and get reports with that information. We are also installing xFlow in our QA environment at the moment. View full review »
Olnika Mogakane
Assistant Director with 1,001-5,000 employees
The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow. View full review »
Find out what your peers are saying about CA (A Broadcom Company), ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: September 2019.
366,756 professionals have used our research since 2012.
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