Compare CA Cloud Service Management vs. SolarWinds Web Help Desk

CA Cloud Service Management is ranked 21st in Help Desk Software with 1 review while SolarWinds Web Help Desk is ranked 19th in Help Desk Software with 1 review. CA Cloud Service Management is rated 6.0, while SolarWinds Web Help Desk is rated 7.0. 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 SolarWinds Web Help Desk writes "Good support for asset management, but the GUI is old-fashioned and needs updating". CA Cloud Service Management is most compared with CA Service Desk Manager, whereas SolarWinds Web Help Desk is most compared with ManageEngine ServiceDesk Plus, Zendesk and SolarWinds MSP Manager.
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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.
382,547 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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The most valuable feature of this solution is the assets management module.

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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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This solution needs to have mobile application support added.

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Top Comparisons
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)
SolarWinds
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.

SolarWinds Web Help Desk simplifies service management with unified ticketing, asset, knowledge, and change management. Key features include:

  1. Maintain asset inventory by managing the use, availability, and health of IT assets, and tracking this over time.
  2. Control change management, It regulates and manages change requests through automated approval workflows and panel voting options.
  3. Employs robust reporting and monitoring using a built-in reports and dashboards to track ticket status, technician performance, and customer support needs.
  4. Automate ticketing management that Automate service request management through ticket creation, assignment, routing, and escalation.
  5. Centralize your knowledge management, Leverage a built-in help desk knowledge base to create and maintain KB articles and promote end-user self-service for common issues.
  6. Meet your SLAs, it has "SLA breach approaching" notifications and date-specific SLA reminder alerts that help customize escalation and de-escalation workflows.
Offer
Learn more about CA Service Desk Manager
Learn more about CA Cloud Service Management
Learn more about SolarWinds Web Help Desk
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 GroupInstacart
Top Industries
REVIEWERS
Healthcare Company29%
Financial Services Firm20%
Government8%
Transportation Company4%
VISITORS READING REVIEWS
Software R&D Company29%
Insurance Company10%
Comms Service Provider9%
Financial Services Firm9%
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.
382,547 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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