I rate the solution a seven out of ten. 

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Compared to other modern IDSM tools, I rate Clarity six out of 10. My advice to people thinking about implementing Clarity is to first take stock of their budget. Second, they should consider what processes they're looking for. Third, they need to think about whether they want a cloud platform or on-prem. 

If they plan to go on-prem, Clarity is one of the best solutions. If they want a cloud solution, Clarity isn't right for them. They can try out some other tools. If they have a big budget, Service Now is a good option. If they are in the mid-range, they should go for something like JIRA or 4Me. While 4Me is a newer solution, it has some appealing features.

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Our management chose Broadcom as it consists of a wide range of enterprise solution tools and is among the world's top five most efficient product providers. They keep fixing bugs in the application with each version as a part of security patching to deal with the latest security threats.

I recommend the solution to others as it has excellent features as far as customization is concerned. Apart from the out-of-the-box facilities, the product also provides a source for implementing external customizations and script-calling features to perform various operations through the APIs.

I rate the solution as a nine.

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If you are going to DIY this implementation, I recommend thorough planning with your IT team. Be sure you have the right engineers, and that they have at least attended the CA SM Admin course (4- or 5-day class). I mentioned earlier that CA training is not the best; however, this course is a necessity if you are going to self-implement. This is not a weekend project. Take it seriously; plan 8-2 weeks for yourself from the moment you build the VMs to the go-live date.

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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 sales person. Get one of their technical assets onboard so he can take a look and see what the system can do, because there's a lot more that it can do than what they actually try to sell you. Just go in with an open mind.

If I would have rated it a year or two ago, I would have rated it lower, because I felt like CA just totally gave up on ITSM service management portion. They kind of said, "Oh, well. You know, it's out there and that's it." Honestly, for the last year, they've been really doing a good job. I think they've become more agile. They've been doing a really good job of keeping things up to date, getting the customers more involved. They have a new customer form, where they allow you to vote on features and such.
They still have a way to go for them to catch up to other companies that are out there for their service management tools but I think they're in the right direction.

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I would recommend this solution to others. They have improved the solution over the years and there are lots of new features coming out.

I rate Clarity SM an eight out of ten.

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Ensure that your organization has robust business processes in place for the feature sets that you would like to implement. Organizations that expect the tool to define the business process can expect a very difficult deployment.

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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 efficient, and it works.

We are on an older version. I did look at the newer version in the self-training. The old version looks older, and the new one looks a little newer. It is more integrated. It sounds more mobile. So, it sounds like they have made a lot of the improvements that we do not have in our version. Import and export of documents by like category, for example, which I would love.

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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 module from CA, so that we are increasing the product family from CA. Perhaps this has been an approach. It costs too much if we try to connect to others. But I haven't involved in the other investments in the system, actually.

I give it a six out of 10, but that depends; it is our fault because we are, perhaps, not using the tool as we should. It's not just CA's fault. But it's a six.

As we have other solutions from CA, I would recommend this for others, absolutely, because if you are using this in the right way you have big possibilities.

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My advice to anybody who is implementing this solution is to be patient. It is going to take effort and time to properly deploy.

I would rate this solution a seven out of ten.

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Develop a process first, then apply the tool and minimize customizations.

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Just make sure when you are putting the project together, especially on the server side, that you have the right people in the room to ask the right questions because sometimes not required personnel are there. The right people are your server people, specifically, management-level server people.

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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 see more from a distance right away.

I do recommend CA. Even though it can be complex, there are a lot of aspects to it that are fairly easy. There's a lot of material, CA has a lot of documentation to assist. Personally, I never knew of CA Service Desk at all, or even the name, before I came to this company five years ago. I adopted the system to help with any problems with it. The previous users who utilized and helped set it up, they weren't there anymore. It became my little project. I was able to get assistance from our group and from CA as well, to make it work out well.

So I would recommend it. From a newbie of that system I was able to help out, and CA was able to help out a lot, so it wasn't a huge learning curve.

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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 using xFlow. I'm trying to push my boss to use it because I think there are benefits of having everything right there in your face. Service Desk right now, you have to really get into the tickets in order to get to some of the stuff that xFlow has puts right there.

Our most important criteria when selecting a vendor is seeing their desire and interest in making sure they understand what we need, and then making sure that they can do that. If they can't do that, see what improvements they can make to give us at least steps forward towards something that we may need.

I would highly recommend Service Desk Manager. The use, from an administrative stance, is pretty simple; and even from an analyst and employee's stances. It's an easy to use system, as far as ticketing systems go, because some of them can be really inundating and complex. Service Desk is pretty straightforward as far as use goes.

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Ensure you do an out-of-the-box implementation. We have learned from upgrades that customizations cause a lot of issues during upgrades.

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I rate this solution seven out of 10. 

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Out of all the service desk solutions I know, the one I know the best is CA SDM so I may be biased. I know there are many other options like ServiceNow and ManageEngine. I use Clarity and I would recommend it because it does add value to the business.

I would rate this solution an eight out of 10. 

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When selecting a vendor, support is the big one. Also, the capabilities; the fact that it can do what we want it to do. And then expandability, being able to customize it the way we need to.

I think the best advice I'd have is to really use the automation features and expandability to be able to make it do things the way you want it to do them. Simplify the way a user has to interact with things by using a lot of automation.

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Choose this product. I recommend this product for different companies. CA presents a case with our implementation.

Most important criteria when selecting a vendor: We can trust him and that he will work to help us.

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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 can get into IDCM client management, you can get into more automation and process automation.

The more add-on of the features that you can expand into your internal companies capabilities, the better, because CA has so many products.

The products are there that is why we work with CA's product suite. Other than the great knowledge of skill set available at CA that can help us guide through the project, the success is great.

I feel comfortable working with the tool as I have been working with it for years. 

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It is important to have all the procedures well-documented, have a sponsor for this project and have good relations with CA and a partner. They will help you to define and implement this solution.

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You need to plan ahead and talk with the CA installation support in order to define as many of the user areas as possible, prior to beginning the setup. This can help you have an easier method in setting up areas such as ticket categories and workflow steps. Otherwise, there could be a delay in installation while these are defined.

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Have resources available and people who are dedicated to the product.

When we select a vendor, we look for a company that's a leader in their industry, or somebody who has the backing to support the product that they sell.

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Try not to bite off more than you can chew. Try not to piecemeal.

We emphasize a partnership with the vendor and their ability to understand our business. The more they understand about our business and our goals, the better aligned we are. It is not always just about the technology or whatever the functionality is.

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We looked for, obviously, how does it work within the Idle framework. What kind of information do you get from it? How easy is it to report against? Metrics are key to any IT business. What about the automations, what kind of automations does it have already built in and what automations can you build in. When we were looking at the different companies that were out there, we looked for the company that was going to best meet all those criteria. Price, the cost of it, was important, but it was not the key decision.

We had a very flexible FrontRange system that had lots of data, but we were able to easily migrate all that data into Service Desk and into it's structured environment, which to me was huge. It made the job very, very easy. If you're going to look at a tool and you're going to make a decision, don't make it based upon cost. Make it based upon it's ability to deliver what you need to understanding your business and the service delivery industry.

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We are currently two versions behind but we are in a project to upgrade to the latest version, 17.2. It is appealing to me because I will have access to the AIOps modules. I am also interested in moving to the cloud-based solution because it is easier to deploy. There are better technologies available in the cloud, it is easier to manage, and there is a high availability aspect. I think that it would be much better but we are often restricted by the customer, who cannot always have data on the cloud. For example, two of our customers are state-owned enterprises and their data cannot be on the cloud for any reason.

My advice to anybody who is implementing this solution is to use the cloud-based deployment, rather than host it on-premises.

I would rate this solution an eight out of ten.

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For organizations that are beyond the startup phase but are still not very huge, this is the ticketing system to choose.

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It’s very simple, fast, and has great support for the tools.

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You won’t regret implementing it. If you have a medium or a large amount of ticketing activity, you will see the true benefits this system is giving to your business. But, keep in mind that you will need a dedicated resource to maintain the flows as they are changing in your activity, the policies, and the system itself. This is because when you customize it, and things are changing, you need someone to implement these changes, and since the system is so flexible, also there are a lot of possibilities.

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It is a good solution for service desks.

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Most vendors will tell you that you don't need a full time dedicated person or team to support and administer their system, but you really do, especially if you are going to utilize everything it has to offer. This person should understand the code, since some supported changes are made at the form level by changing or adding to the code.

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We have a lot of end-user feedback that can contribute to improvements with the tools. The way that it's designed, we have a lot of recommendations based on end-user experience that can really contribute to improving the tool for an end-user experience. The tools are very IT focused, and we just need to incorporate more of the end-user experience when designing the tool. That input could be very valuable to CA.

I don't think anything is a 10/10, I would give it an 8/10. Best practices would be absolutely involving all of your processes before implementing the tool. You have to design the tool around your processes, and then from an end-user experience you want to make sure that you have viable how-to documents that you can distribute to those customers' end-users on how to use the tools, training, if you're able to provide training to those folks, communication about what's coming, and make sure that they know how to use the tool and be successful using the tool.

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We're just customers and end-users.

I'm not sure which version of the solution we're using. Usually, every year we upgrade. However, not the latest one. Still, it's not so far from the latest version.

I'd rate the solution at a seven out of ten.

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We're using an older version of the solution. It's my understanding that in the 17.2 version there is a completely different customer portal.

I would recommend the solution, even though we are leaving it behind. I know another big company in Poland, which is an insurance company. They use this product and they've upgraded to the latest version. They have good knowledge and good experience with this product and they are using also the CMDB and the knowledge database, which is more of the product than we use. They are quite satisfied with the results they get from it.

I'd rate the solution seven out of ten.

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Really, really learn the admin functions.

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Find a local partner, one that has full competence on this product, or take extensive training for your technical crew about the product from global vendor. Understand the strengths and weaknesses of product and evaluate these with your needs. If it needs more customisation, think twice. 

However, there is a huge difference between the reviewed version and the recent version of this product. The newer version is far better than the reviewed version. Do not forget that this review has been given for version 12.9. (This review has been shared while version 14.x has been in market.)

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Plan what information is needed for reporting before entering contracts and metrics for calculation. Have a visual basic developer on your team to script business logics used for metric calculations.

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Seeing all the demos at CA World, it has a lot of potential, that we, again, did not make use of. So, it's like, oh, it could do that, really? From what I saw with the demos is that there are a lot of functionalities out there. For example, the new 14.1 version seems to scale more with customers. So, if you're looking for more customer-facing input, I would say that it would probably do it.

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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 tool.

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It pretty much does the work it’s intended to.

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You don't have to go for the newest item out there. There's reliability, stability in maybe some of the older tools as well.

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When selecting a vendor the most important criteria would be 

• stability
• reputation within the industry in general

• their following of general best practices, like ITIL.

I would rate it bordering on nine out of 10. It is an older based tool, it's been around for more than 25 years. They've made improvement, but it still carries with it some of its old roots.

Make sure that you are recognizing what your real needs are and not just going go with whatever hype is being presented to you.

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Plan every step you need for implementation. Always look forward to every step that your client would need in order to get there.

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Take the implementation class that CA offers. It is key to have certain aspects figured out ahead of time, as they will impact the system heavily, as time goes on.

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Rating: I would definitely say it's an eight. I'm not going to be super positive and super negative but it's an 8/10.

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Personally, my most important criteria when selecting a vendor are

• stability
• reliability
• scalability
• good technical support.

I give it a six out of 10 overall, and that's because I haven't really seen us be able to exploit a lot of the functionality that exists within the tool, because of limited resources internally to support it.

Stay current with versioning and make sure that you're exploiting all of the functionality that exists within the tool so that you're getting the most out of the tool for the money that you're paying for it. 

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Do not over-customize it, given the fact that it could directly impact the tool's stability and data reliability.

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Plan every step that you need to implement and always look ahead to what your client would need in order to get there.

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The product works very well when using all the recommended apps with it. I suggest using the recommended or preferred hardware and OS for the product so your life will be a lot easier.

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Understand Requirements and ITSM Processes for the required organization and identify the process stakeholders. Then, schedule a phased deployment, e.g. Asset and Configuration Management first, then Request, Incident, and Problem Management, then finally Change Management. You should consider solution architecting and conduct Training for the end user.

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Contact CA and get a 30-day trial license. You'll get to see the product and play around it. It will not be enough to implement any custom features you want apart from the very basic ones, but at least you can get a feel of it. Additionally, you could hire a consultant to evaluate the suitability for your business, assuming you have the service management processes mapped out already. If you have no established processes and you can implement whatever process the tool can support, then you're good to go and it's only a matter of comparing the prices.

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I think it's a 7 or 8/10 given that it certainly does what we needed to do, but I don't know if it's anything spectacular. It seems like it integrates things rather than really operates in more new and modern ways that I think the current population wants. Maybe that's a perfect fit for the state employees or a mixture of that, but I think that we would want to see continual improvement and really think differently in a way that mobility needs to operate.

I think I would really look at the business process first and then what are you willing to do and what are you willing to change. There are a lot of solutions that are possible. I think the CA suite really does work well, but you have to work at it. You have to be willing to bend to any solution's workflows, and so I think you just have to look for the one that's the best fit for your willingness to change.

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

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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 vendor:

• Stability of the vendor
• Support
• How the vendor is positioned in the market.

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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 vendor. Also, take small steps before you start beginning with different parts of the tool. Do not try to bite off too much, as a lot of companies will try to do. Start with one, then work your way towards the others. 

We are currently not using xFlow yet, but it is something we are going to take a hard look at as to whether or not it will be useful for us.

Most important criteria when selecting a vendor: I think a lot of it has to do with where their niche is in the market. 

A lot of the decisions that are made are based upon bringing everybody in to have some sort of a RFP process, where they sit down, and do some sort of bidding. It is usually a bidding war, because were a state entity. I would like to say that we could pick a product based upon whether they are the best, but it doesn't always work that way.

I would personally like to see it where a product is more flexible. A product has the ability to make changes in the different environments, especially from a support standpoint. When you would go and look at different ways that help desks, or support, is structured across corporations, or across higher educations, in this case. There could be a lot of segmentation going on in lots of different places. It is nice if you are able to flexibly change the product to bring it to different customers, so you can support their needs. Flexibility is an important key for different vendors, but for us, it is nice. 

We would also like to see them challenge themselves and not stick with the norms of specific platforms, such as Microsoft or Mac, even though typically businesses will only code to a specific platform like Windows. It is nice to see others do things where it works with different browsers, or it works with different platforms. That helps us out, because in our world it does not work all homogenized with a single platform. It is lots of different platforms.

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When selecting a vendor, what's important to me is

• a company that's financially stable
• I like leaders in their industry; I think CA is one of those
• a company that is agile and responsive to our needs.

I give it a seven out of 10, only. The three that I'm not giving it is just because it is such a legacy product.

I would tell colleagues to evaluate everything. One of the reasons we are going to be reluctant to remove from Service Desk is because it is so entrenched, it would be such a big deal. However, if I had a clean slate, I would advise someone to evaluate all the competitors. Service Desk is not perceived as one of the better products in this space. It serves us well but I would tell them to evaluate ServiceNow and some of the other products.

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Look into the SaaS offering from CA and compare. While CA Service Desk has rich functionality and is stable, its skin is old and cumbersome.

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The tool supports several of the ITIL processes. Plan the implementation such that when other functions/processes (inter-related as well as non-interrelated such as ITAM, CMDB) are to be brought online, the initial implementation solution does not need to be re-engineered.

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The most important criterion when selecting a vendor is communication. I like them to be upfront, honest, and transparent. Transparency means, when I call them they're honest about what they have available and what they can do, and not beating around the bush.

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Not being part of the process when we choose this product, because I have only been with the company for a year. In any kind of software like this, if you can take it for a test drive, because we did change software at my old job, that is a real good key or determining factor as to whether or not you like the software. Take the software for a test drive in your work environment.

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It does what it is supposed to do. I can make it do more than it is supposed to do. I can customize it as I want. Most of the time the customizations will upgrade, but if they do not, I can reach out to people and find a different solution. 

Most important criteria when selecting a vendor: Whether or not they are going to help me.

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The most important criteria when selecting a vendor like CA is just the recognition; the support provided for it. I want to have support from a company and CA just delivers that.

My rating is basically based mostly on the integration; to try out a new solution, and we chose service management; the process integration. How many solutions can give you that process integration together in just one tool? Most of the tools are just for tickets, incidents, or problems, but they don't give you the whole package together.

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A customer comment after our sales presentation (CA Service Desk Manager + CA Control Minder): "We have finally found a vendor who is serious about security."

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I would probably rate it a nine and mainly just because the fact that I would like to see more modules included in service desk. Again I keep going back to integration.

Really look at everything you use and how you can integrate those together, really evaluating that and how easy it is because everybody will tell you they can integrate and for the right amount of money, everybody can. You really want the ease of integration. We were already using Spectrum. It was an easy option there because of the fact the integration was so easy. The integration with X matters that we were already using made sense. It’s very simple and easy to do those integrations compared to having to build new APIs and stuff in order to have those integration.

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Determine what the impact would have on your organization and how it needs to operate. There's this fundamental change that comes with buying a platform like this. Don't assume that you can just put Service Catalog out there. If you really want to take advantage of the entire suite, there's a significant organizational impact on how you manage, your job descriptions, all of it. It's recognizing what it is up front before you make a purchase.

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I would rate this solution a seven out of 10. 

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For me the most important criteria when selecting a vendor is quality, because if the quality's not there then it's my time; quality of the vendor's service that they provide. If they're going to upgrade, I expect them to do the testing. Cost is a concern, but I'm already paying out the nose.

I heard an industry analyst say this once, and this is very true: No one likes their ticketing system. Everybody wants another one. It's just a difficult space. However, I would look for something that users want to use, and if you can get that amount of self-service tickets to rise, your cost of support goes down. So a good user interface is important.

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When selecting a vendor our most important criteria are support, stability, and availability of the product in the future.

Just make sure it has all the features that you're looking for in your particular environment. 

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The needs an improvement with its UI which looks old school. The product also is quite complex to implement. However the framework it uses is quite scalable and the product can be customized a lot.

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My advice is to get to know the product very well in relation to ITIL processes. A lot of customization only exists because we do not know the product at that level. The manufacturer's documentation "Content Pack for ITIL" is required reading even if the company is not a service provider.

I am enthusiastic about ITSM solutions. In addition to CA products, I know of LANDesk Service Desk, OTRS, Octopus, Zendesk, Microsoft System Center Service Manager, Axios Assyst and BMC Remedy. All of these solutions are excellent and have lots of documentation with the best implementation practices, both the system and the ITIL processes. I always recommend studying these documents before any customization.

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The training of analysts and a campaign to demonstrate end user benefits and functionality is very important.

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This product is ready to go as is. It can be customized, but you need a dedicated administrator to manage customizations.

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CA is very good in both the implementation and operation phases. We've been very pleased.

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Get a demo. Try it out. See how it works.

I have been surprised by how many products CA has. We also use Agile Central, which used to be Rally. We just started to use it in the last year and a half, probably, so we are fairly new.

Most important criteria when selecting a vendor: Bigger companies are usually better, just because there is other help online if you have issues. We have some vendors that we might be one of five customers if something breaks, and there is really no community to help. It always helps to have a good community around the vendor

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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, so integrating with other tools that we have is important. And CA - since we use so many of their products, between the mainframe, Service Desk - we really do use quite a bit of what they have. So they have a leg up as far as that goes.

I've worked with quite a few different products, from ServiceNow to Remedy, a lot of ticketing systems and the like. This is my first CMDB, as my main function. I would rate Service Desk lower than some of those other ones that I've used, because it seems like it's a little bit behind with innovative type of stuff. I like the UI, it's good. I would say, stand-alone, if I wasn't comparing it to anything else, it really does do what I need it to do, so I would give it a seven or an eight out of 10. Comparing it to other things, it would be about a six, because I think other software is better.

In terms of advice to a colleague looking at similar solutions, it would really depend on what they need. If they were looking for CMDB functionality, I think it really does do a good job of that. I think if you have other CA products, it does a good job of integrating with a lot of that. But I would encourage them to look at other products as well. I don't think it's an "industry leader." I think it's right up there with other tools, but depending on what you're doing and your environment, I think it's on-par with everything else.

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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.

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• The product aligns to the ITIL process.
• All modules are integrated: Incident, Request, Problem, Change Order, and CMDB.
• The Service Catalog makes it easy for the end user to log a ticket.
• It is role based: easily manage the analyst based on their role; e.g., level 1 analyst, level 2 analyst.
• Unified administrator task.

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I would recommend evaluating the tool with companies that have already implemented it. It is very important that you can find references that can be consulted.

You want to know about their time of experience in the market, whether they are certification tested with the manufacturer with an expert level, and are a reliable business partner for implementation.

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Understand what you're buying.

If you're talking about just implementing Service Catalog and committing service delivery processes and automation, the organization can take the approach and adopt the strategy of, we're going to go and listen to our customers about what services they want and listen to our operations staff about how they want to operate and how they want to speak and how they want to do things. And that's a very highly flexible Business Process and Management suite. This is not that. This is, essentially, an ERP system for IT. There's going to be a certain element where the delivery team is almost informing, I know that's a horrible word, but informing, influencing the conversation of what we are doing to adopt a CA-driven data module. We are going to adopt the way in which CA intends IT to run its IT organizations, and we are going to implement a framework here. That's a very different approach. It needs to be an executive-supported and executive-understood.

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I would recommend this version of the product.

Most important criteria when selecting a vendor: the customer service and the quality of the product.

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What helped us is that at the beginning is that we had a lot of offshore support. The best is to get CA onshore support. Then they understand the culture of the company. It's not only from a documentation point-of-view. They understand how to interact with different people. I recommend this even if you are based abroad. A local presence for us meant a lot.

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If you are a small company it might fit your needs, but as soon you step up and need more infrastructure, services, customers and you data volumes grow, you are stuck! View full review »

It has been very functional for what we will be using it for.

You want to keep in mind what your end goal is; what you want to accomplish would probably be the biggest thing.

Most important criteria when selecting a vendor: In this case, it was the support that made the big decision on who we went with. We also considered cost, ease of use, and flexibility.

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CA Service Desk is built around the ITIL methodology and would help to improve all organizational processes starting from incidents/problems/request, knowledge management, CMDB, etc.

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Make sure that you have your processes ready so that the implementation will be easier.

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Use the newer version to get the full support.

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For the first step, before deciding on a product, first make a detailed analysis of your internal processes and establish a list of key functionalities and requirements.

Present your requirements to the reseller/vendor and get details about how they can be implemented in the solution. A big advantage of this solution is that with a proper definition of the processes, almost anything can be configured & scripted.

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Make an extra investment in communication. Inform end users clearly and objectively of changes in how to request services. Demonstrate the benefits of the solution.

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Make the most of the documentation, this is essential and would be my only advice for this product.

First, make user experience your focus. Second, get Service Configuration for this.

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Make sure you have a strong official CA support presence.

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The system covers all of our enterprise needs. However, in order to adapt it to your business needs, you will need to have an experienced staff. Familiarize it with your enterprise and with Service Desk's undocumented methods and routines, such as SPEL, WAND, and overall daemon logic.

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Keep it simple, and try to avoid customisations.

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It is a stable and good product, with several integrations and an interesting API.

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