it_user348432's Professional Profile

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Over 6 years ago

Commented on The workflow engine, knowledge base, SLA calculation and customisation are areas that need to be improved. The out-of-the-box functions and ITIL compatibility are good features.

A correction to the last paragraph of the review: the latest version of CA Service Desk Manager is not 14.x; the latest release is 17.0 which has been on the market since April 2017. Release 12.9 was introduced in 2013 and CA announced 12.9 will not be supported after March…

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Over 6 years ago

Help Desk Software

The workflow engine, knowledge base, SLA calculation and customisation are areas that need to be improved. The out-of-the-box functions and ITIL compatibility are good features.

About me

25 years of experience in technology product management, presales, sales and marketing covering a broad set of technologies including service desk, IT asset management, software compliance, service portfolio management, service catalog, mobile device management, business process management, portal, business intelligence, predictive analysis, rules engine, metadata management and data warehouse. Joined CA in 1999 upon its acquisition of PLATINUM technology, inc. Earlier, he managed sales for BrownStone Solutions, Inc. a company he helped grow from a start-up into a leading enterprise metadata management software vendor that was later acquired by PLATINUM technology.