CA Service Desk Manager Reviews

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Marcos L. Domingos
Real User
Support Analyst at Sonda IT
Oct 18 2019

What is most valuable?

XFlow (Temperature) and Service Point together provided an extremely user-friendly and collaborative experience to the point of making it easy for all users of the… more»

How has it helped my organization?

Visible integration between ITIL Processes makes service management easier by providing a broad view of the health of the organization's technology infrastructure, cost… more»

What needs improvement?

The part of notification methods and satisfaction surveys remain almost unchanged. Perhaps greater attention to these two simple and native features could give the set a… more»

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

My advice is to try to test the product a lot, including its procedural dependencies. Advice from some end-users would be very interesting, as it would evaluate the ease… more»

Which solution did I use previously and why did I switch?

We did use another solution previously but there was a need for evolution.

What other advice do I have?

Try to focus on Knowledge Management and CMDB. Use CA Productivity Accelerator to learn and automate CMDB integration as much as possible.

Which other solutions did I evaluate?

We did not evaluate other options as we were already satisfied with the product and would incur a high cost.
Consult298936
Consultant
Consultant at a financial services firm with 501-1,000 employees
Jul 29 2018

What is most valuable?

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.

How has it helped my organization?

It helps when you have an incident or performing a problem change management process. You can view what all the relationships are between the CI that you are changing or using. It helps the engineers to better understand what they are facing.

What needs improvement?

* We would like more information about all the configurations that we have on our infrastructure side. * The interface for the users is a bit old-fashioned and not user-friendly. * We would like the CMDB to be populated automatically. At the moment, everything is manually created.

What other advice do I have?

It is quite a good product, and it's stable. They have a lot of features that you can customize to your organization. Everything should be automated, because if you are trusting on users to create their information, it will be not the truth on the moment. Most important criteria when selecting a… more»
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Fernando Bruno Videla
Reseller
Security Architect at Netnix
Apr 27 2018

What is most valuable?

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.

How has it helped my organization?

For us it's indispensable to have all the cases in one place. It's the main tool for managing cases, day to day.

What needs improvement?

Dashboards. Custom dashboards are really important because without that it takes too long to view some information. In the new version, xFlow is better.

What other advice do I have?

When our company is investing in a new vendor, what is important to us is * support * world-class software. Overall, I would give it an eight out of 10 because it's a good product. I think it can improve some things but it's stable and it's useful. Install it. I think it is easy to use. It's a good… more»
Olnika Mogakane
Real User
Assistant Director with 1,001-5,000 employees
Jul 15 2019

What do you think of CA Service Desk Manager?

What is our primary use case?

We use this solution for request and incident management, as well as configuration.

How has it helped my organization?

Initially, CA Service Desk Manager was used by two divisions within the organization. In the past two years was rolled out to two more divisions.

What is most valuable?

The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.

What needs improvement?

The monitoring tool is in need of improvement.

For how long have I used the solution?

Five years.

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User Assessments By Topic About CA Service Desk Manager

Find out what your peers are saying about Broadcom, ServiceNow, Atlassian and others in IT Service Management (ITSM). Updated: January 2020.
396,781 professionals have used our research since 2012.

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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