Compare CA Cloud Service Management vs. Freshservice

CA Cloud Service Management is ranked 21st in Help Desk Software with 1 review while Freshservice is ranked 24th in Help Desk Software with 1 review. CA Cloud Service Management is rated 6.0, while Freshservice is rated 6.0. The top reviewer of CA Cloud Service Management writes "A fairly stable solution that’s highly mature, but has a poor user interface". On the other hand, the top reviewer of Freshservice writes "Allowed the development team to concentrate on the client’s requirements, however the reporting and management information are very limited". CA Cloud Service Management is most compared with CA Service Desk Manager, whereas Freshservice is most compared with ServiceNow, Freshdesk and JIRA Service Desk.
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Most Helpful Review
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Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
384,147 professionals have used our research since 2012.
Quotes From Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros
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 product, whether end-users or analysts.The most valuable features of this solution are reporting, configuration monitoring, and the Request and Incidents workflow.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.It helps when you have an incident or performing a problem change management process.We can search open and closed cases to find what we have done in other incidents.Being able to specify event rules and SLAs that can help to automate some of the processes that people are doing manually is valuable.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.the ticket system makes sure that everyone gets taken care of, and that makes for a better customer experience. Using the system verifies that no one gets left behind.

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The solution is a highly mature product. Because of this, it can stand up to any other product on the market.

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It allowed the development team to concentrate on the client’s requirements instead.

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Cons
Diversifying notification methods with pop-ups or ready-made WhatsApp or Skype integration packages would be welcome.The monitoring tool is in need of improvement.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.We would like more information about all the configurations that we have on our infrastructure side.Needs custom dashboards, without them it takes too long to view some information (though xFlow is an improvement).I would also like to see a simpler reporting tool. They went from one fairly robust, very complex, reporting tool - it was great - and then they went to another one that was also fairly complex and robust. That's a great tool for people who are report writers, but for the average person who just wants to get a quick little report, it's like handing somebody a chainsaw because they have to break some toothpicks in half.The interface is pretty straightforward, but I think for some end-users a little more simplified user interface would help.

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The solution needs to improve its reporting features. The user interface needs a lot of improvements.

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The reporting and management information (MI) are very limited, and stopped realistic and timely reporting on outstanding incidents.

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Top Comparisons
Compared 29% of the time.
Compared 22% of the time.
Compared 11% of the time.
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service InsightNimsoft Service Desk
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CA (A Broadcom Company)
CA (A Broadcom Company)
Freshworks
Overview

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...

CA Cloud Service Management is an innovative Service Management solution architected to speed and streamline your service desk operations while reducing complex and repetitive tasks. It delivers comprehensive automation capabilities to help reduce manual, tedious tasks.

Freshservice is a Cloud-based IT Service Desk and IT Service Management (ITSM) solution that currently serves more than 13000 SMB, mid-market, and enterprise customers worldwide. Freshservice is designed using ITIL best practice to help IT organizations focus on what’s most important - exceptional service delivery and customer satisfaction. Freshservice is part of the Freshworks product family, whose products include Freshdesk Customer Support Software, Freshsales CRM Software, Freshchat Customer Messaging Software etc. - with more than 150000 customers worldwide, including Cisco, Honda, 3M, The Atlantic, and QuizUp.

Offer
Learn more about CA Service Desk Manager
Learn more about CA Cloud Service Management
Learn more about Freshservice
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniOakwood Systems GroupSinclair Broadcast Group, Western Carriers, Judson University, Golf Canada, Travix, Proxama, Paymentez, Ready Auto Transport
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Pharma/Biotech Company4%
VISITORS READING REVIEWS
Software R&D Company31%
Insurance Company10%
Comms Service Provider8%
Financial Services Firm8%
REVIEWERS
Healthcare Company25%
Financial Services Firm25%
Newspaper13%
Media Company13%
No Data Available
Find out what your peers are saying about ServiceNow, CA (A Broadcom Company), BMC and others in Help Desk Software. Updated: November 2019.
384,147 professionals have used our research since 2012.
We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.
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