CA Service Desk Manager vs. Spiceworks vs. SysAid

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Quotes From Members Comparing CA Service Desk Manager vs. Spiceworks vs. SysAid

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
Pros
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.It allows IT to handle users on a personal basis. It allows IT to have a name and a face, and we interact with the end-users.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.

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Tickets by e-mail, with actions by hastag.Helpdesk and inventory are both equally valuable, and they form the true core of the product.

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The SysAid team provided excellent service to implement the solution for us. From the very first day, we received a comp manager, and a project manager, to implement the product. They continued to inquire about our business needs and then finalized the best path for us.

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Cons
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.Improvements would include simplification in the user interface, being more expandable, better documentation. The user interface is fairly cluttered, and we can update it the way we need to, but it just seems dated.Although I wasn't involved in the initial setup I have been involved with upgrades. They have been fairly complex. We've had some issues with upgrades where we had to roll back and get some things fixed. Some things that we ended up tracking back to not following directions right, but then other things we've run into issues.

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The SNMP sniffer requires a lot of work to get right.They've also tried to integrate it with social logins, like Twitter and LinkedIn, and that type of login authentication has no place in a corporate application.

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There is a learning curve for the users.

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Pricing and Cost Advice
I think pricing of this model is suitable for growing corporations.Pricing is simple, as it’s per concurrent analysts.It is a bit expensive, but you definitely get what you pay for. It is worth it!

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It's free.The product is free! Get it now.

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The pricing of SysAid is less than its competitors.

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Followers
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Avg. Rating
8.1
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12,480
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3,492
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4
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Avg. Rating
8.5
Views
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1
Followers
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Avg. Rating
8.0
Top Comparisons
See more CA Service Desk Manager competitors »
Compared 30% of the time.
Compared 14% of the time.
Compared 8% of the time.
See more Spiceworks competitors »
Compared 18% of the time.
Compared 12% of the time.
Also Known As
Unicenter Service Desk, CA SDM, CA Service Catalog, CA Business Service Insight
Learn how it works
CA Technologies
Spiceworks
SysAid
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...

From network inventory and network monitoring to help desk software, and mobile device management (MDM) to cloud services detection, Spiceworks helps you manage everything about your IT workday from one easy place.Offered in both cloud and on-premise versions, SysAid is a globally-adopted IT Service Management (ITSM) solution that combines all the essential capabilities in one, feature-rich tool. From traditional ticket management to asset management, SysAid allows administrators to monitor and manage tasks in one platform, so they can deliver fast and comprehensive support from a single view.Available in 42 languages, SysAid serves over 10,000 customers across 140 countries, spanning all industries and sizes.
OFFER
Learn more about CA Service Desk Manager
Learn more about Spiceworks
Learn more about SysAid
Sample Customers
Banco G&T Continental City of Perth, FEMSA, Fujitsu, Manpower, Muslim Commercial Bank - MCB, Punjab National Bank, Santa Clara County Social Services, StefaniniBroward Center for the Performing Arts, Symantec, Webroot, EMC, PertinoLAN Airlines, Georgetown University Law Center, Motorola, North York General Hospital, Volksbank
Top Industries
REVIEWERS
Healthcare Company
29%
Financial Services Firm
20%
Government
8%
Transportation Company
4%
VISITORS READING REVIEWS
Financial Services Firm
16%
Transportation Company
14%
Healthcare Company
12%
Comms Service Provider
8%
REVIEWERS
Manufacturing Company
13%
Non Profit
9%
K 12 Educational Company Or School
9%
Retailer
9%
VISITORS READING REVIEWS
Manufacturing Company
10%
Comms Service Provider
9%
Security Firm
9%
University
7%
No Data Available
Company Size
REVIEWERS
Small Business
20%
Midsize Enterprise
14%
Large Enterprise
66%
VISITORS READING REVIEWS
Small Business
21%
Midsize Enterprise
11%
Large Enterprise
68%
REVIEWERS
Small Business
49%
Midsize Enterprise
31%
Large Enterprise
20%
VISITORS READING REVIEWS
Small Business
33%
Midsize Enterprise
37%
Large Enterprise
30%
No Data Available
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