# CA Service Desk Manager Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about CA Service Desk Manager Software - reviews, pricing plans, popular comparisons to other IT Service products and more. Source: https://www.capterra.com/p/145590/CA-Service-Desk-Manager --- # CA Service Desk Manager Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider’s website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[Features](#features)[Pricing](#pricing)[Support](#support)[Reviews](#reviews) CA Service Desk Manager ## What is CA Service Desk Manager? The CA Service Desk Manager is an IT service desk software solution that provides change management, automation, best practice workflows, and a modern user interface to help IT service teams work more productively and collaborate to deliver customer service. Key capabilities include self-service portals, knowledge management, asset management, and advanced reporting. The software is designed to elevate the customer experience and empower IT teams. ## What is CA Service Desk Manager used for? [IT Service](https://www.capterra.com/it-service-software/)[Collaboration](https://www.capterra.com/collaboration-software/)[Knowledge Base](https://www.capterra.com/knowledge-base-software/) Top alternative Featured Overall rating Based on 13 user reviews Reviews sentiment Positive \- Neutral \- Negative \- Contact vendor for pricing Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for CA Service Desk Manager?[Manage this product listing](https://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.broadcom.com/&name=CA Service Desk Manager) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### CA Service Desk Manager 3.5 (13) VS. [4.6 (108)](https://www.capterra.com/p/133392/Service-Desk/reviews/) Starting Price Contact vendor Starting Price $17 Other, Per Year Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 3.4 (13) Ease Of Use 4.7 (108) Value For Money 2.7 (11) Value For Money 4.5 (88) Customer Service 3.5 (11) Customer Service 4.6 (105) ## CA Service Desk Manager alternatives [4.4 (4,079)](https://www.capterra.com/p/164283/Zendesk/reviews/) Starting price $39.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 89% of reviewers rated it above 4 stars [4.5 (695)](https://www.capterra.com/p/132997/Freshservice/reviews/) Starting price $19.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 94% of reviewers rated it above 4 stars [4.5 (768)](https://www.capterra.com/p/227102/JIRA-Service-Management/reviews/) Starting price $20.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars [4.5 (515)](https://www.capterra.com/p/107225/SysAid/reviews/) Starting price Contact vendor for pricing Pricing Options Free Trial Free Version User Rating 92% of reviewers rated it above 4 stars ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. Incident Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Manage and track all disruptions and incidents IT Asset Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Managing inventories and tracking changes to hardware and software configurations Knowledge Management 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Self Service Portal 5.0 (1) 100.00% of 1 reviewers that rated this feature as important or highly important Online portal through which end users can access the system, manage tasks, or obtain information Change Management Track and monitor efficient handling of all changes/transitions Dashboard Assembly of graphs and charts for visualizing and tracking statistics/metrics CA Service Desk Manager 10 features Track and monitor efficient handling of all changes/transitions Assembly of graphs and charts for visualizing and tracking statistics/metrics Manage and track all disruptions and incidents Managing inventories and tracking changes to hardware and software configurations Manage a repository of information that includes articles, FAQs, or tutorials used for self-service support Gather, organize, share, and analyze knowledge in terms of resources, documents, and people skills Access the system via a mobile application Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Online portal through which end users can access the system, manage tasks, or obtain information Allow customers/users to submit support queries and service requests Get Advice We can help you find the software with the features you need. Features 3.3 (13) 3.3 Based on 13 reviews ## Pricing Value for money 2.7 (11) ### Starting price Contact vendor for pricing Free trial not available Value for money 2.7 (11) 2.7 Based on 11 reviews Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 3.5 (11) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 3.5 (11) 3.5 Based on 11 reviews ## User reviews Overall rating 3.5 Based on 13 reviews Filter by rating 5(2) 4(7) 3(1) 2(2) 1(1) Mentioned topic Sorted by most recent SM Saumendra M. Sr. Technology Specialist Information Technology and Services ### "A highly mature product with all Industry leading features" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 October 28, 2022 Life is supper cool as all the compliance and industry standard practices are taken care by core of the application framework !! Pros Its based on ITIL and other Industry leading framework so one can use it relaxing about audits, Packed with many automation and self-service features to make the day to day support supper easy.Easy Integration with different data source , directory services and other eco system is the beauty of the product .Reporting and Knowledge management feature makes it the most appealing product among its competitors. Cons A bit resource heavy on server side. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. Ravi S. Assistant Vice President Banking ### "Best ITIL management software" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 November 26, 2020 Pros Moved to CA from Remedy, extremely lightweight, thin client, covers all aspects of ITIL incident management, change management, problem management with the functionality to generate MI reports and main knowledge bases for various level of support teams in the organisation. The ability to flag tickets and trigger notifications to escalation points based on various levels of SLA breach. Easy to transfer tickets within teams, with inline editing to edit multiple tickets at once makes it easier for the batters to manage queues. Cons Auto scheduling of reports and visualisation should be added for better representation of data such as graphs and charts. Switched from [ServiceNow Customer Service Management](https://www.capterra.com/p/225960/ServiceNow-Customer-Service-Management/) Alternatives considered [BMC Helix ITSM](https://www.capterra.com/p/164195/Remedy-IT-Service-Management/) Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MD Marco D. Sales Mgr Information Technology and Services ### "CA Service Desk" 2.0 Overall Rating 2.0 2.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 4.0 4.0 Likelihood to Recommend 3/10 August 29, 2019 Tool that is rapidly going out of the market. No Portal concept, no friendly interface, CA is not pushing it Pros Support and many large organization used it, so user group was useful Cons Lack of functionalities, unfriendly, old tool. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. JB Joel B. Sr. Software Developer Banking ### "Sounds Great on Paper... Start using it and you'll hate it." 1.0 Overall Rating 1.0 1.0 Ease of Use 1.0 1.0 Features 1.0 1.0 Customer Service 1.0 1.0 Likelihood to Recommend 0/10 August 1, 2019 From a UI perspective the software is a train wreck. Most of our service agents hate it. From a Development stand point, you will spend a lot of time just chasing your tail trying to figure out why something isn't working only to find out that there is a known bug within the software that is preventing you from doing what you intended to do. The communities are helpful and most of the folks there are very nice. They seem to have the sense of "we feel your pain too" mentality. Overall the quality of this software and the overall architecture is a train wreck. This was supposedly a cheaper alternative to some of the competition but the down side is we wasted millions trying to make this thing work when in reality it never would. Its a broken smoldering pile. STEER CLEAR! Pros The concept and what it was attempting to do is brilliant. If it actually worked it would have transformed the entire agencies IT structure. Cons It didn't work. It was full of bugs and it seemed like we were basically paying to test out their software. The CA / Broadcom QA team is non-existent. At the time of writing this review their Process Automation piece of the suite is inherently flawed to the point that it has broken all integration with the rest of the software. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. BV Brian v. SNR DBA Information Technology and Services ### "CA Service Desk Manager - Version: 'SDr12\_6-165'" 2.0 Overall Rating 2.0 2.0 Ease of Use 2.0 2.0 Features 2.0 2.0 Customer Service 2.0 2.0 Likelihood to Recommend 1/10 May 12, 2019 Terrible, there are better opensourcer free offerings out there if you want CMDB, incident, Change and problem management or something the is a little more stable and closer to ITIL Pros Only redeeming feature is that it is a centralized Change/Incident management system. The colour is blue, and that is where it ends. Cons The CMDB part of it is near impossible to use, especialy if you have 30+ clients, 10000+ CI's and all the entities that hang of that. It is terribly resource hungry, the client frontend downloads a pile of code before it fires up, so a network killer for anybody that is on a wan or wifi in remote locations. When you have 100+ technicians trying to update their incidents/change orders it is prone to hang or not update. Very very difficult to extract any meaningfull data out of the system, their is no meaningful built in help. If there was ever a counter productive product, this is one of them. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. AU Anonymous User Project Manager Computer Networking ### "Classical Service Desk Product" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 4.0 4.0 Likelihood to Recommend 6/10 March 12, 2019 Streamline the ITIL process of an organization and help automating their IT infrastructure Pros One of the classical SD product developed using legacy and proprietary language but well advanced technical product. Cons Customization and downtime is hours if you migrate or upgade Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. IV Ian V. Systems Analyst Government Administration ### "So much customization, while also feeling dated." 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 0.0 0.0 Likelihood to Recommend 6/10 December 28, 2018 Pros Amazing support! Every issue I have contacted them with has been resolved beyond my expectation. Cons Difficulties tracking and identifying tickets requiring a very granular and intricate process management. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AU Anonymous User Gerente de Innovación Tecnológica ### "Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 5.0 5.0 Likelihood to Recommend 6/10 August 1, 2018 We were able to implement ITIL and ISO 27K compliant processes. It was very simple to assign very specific access privileges to different users. We accomplished a robust and fully functional integration of our monitoring alerts for ticket creation. Business rules have reduced a lot of human errors and minimized non-compliant execution of our processes. Pros The suite can provide anything we need regarding our ITSM needs. We can implement business rules, custom fields, automated validations, workflows, processes, etc. There's basically no limit, no ITSM business need we can't somehow do. No ITIL process we can't implement and certify. The management and agent GUI is consistent, once you understand how things are organized, you can easily navigate and find whatever option you need. Role based access control provides maximum granularity to satisfy the needs of the most strict security policies. CA's technical support is among the quickest and most capable support teams I've ever been served by. Cons There are too many software products in the suite, all of them needed to have a fully functional and compliant service desk. From the desk itself, to process automation, business reports, service catalog, self service GUI, access control management. These products have been created along a very long timeframe, which translates on very different software development fundamentals. While Service Desk is a rather old piece of software which relies on obsolete technologies la .NET 2.0 and the Java plug-in, service catalog and self service portal are more modern pieces of software. The APIs are not as robust as expected, or as seen in disruptive competition, a very limited REST api and a very complex SOAP webservice make it a big challenge to build robust integrations. CA support has confirmed there are no plans for building from scratch a new, modern version of Service Desk. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. AT Alex T. Process Analyst Medical Practice ### "Decent Ticketing System" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 0.0 0.0 Likelihood to Recommend 8/10 July 11, 2018 Not bad, if you have only one team with consistent needs using the software. Once you need to customize it, you feel its limitations. Pros Was our previous ticketing software for our Contact Center before moving to ServiceNow. Able to capture category, subcategory, comments, affected end-user, and much more. Can also report out of CA to track rep performance, call trends, etc. Cons Not nearly as customizable as ServiceNow, and its reporting functionality isn't as robust, either. Our Supply Chain Contact Center shared CA with our IT Contact Center, and, since it had such limited customization options, we had a number of challenges making one piece of software work for both teams. We've removed that problem with ServiceNow Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. MJ Mohit J. Consultant Information Technology and Services ### "I am having moderate experience with CA service desk manager." 3.0 Overall Rating 3.0 3.0 Ease of Use 3.0 3.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 March 8, 2018 This provides all benefits of any ITIL compliant ticketing tool. We have started managing all our incidents/service requests through this and effectively managing SLA's Pros It is fast and easy to implement in any given organization. It has all basic and advanced features of a ITIL compliant ticketing tool. Cons I certainly don't like the customization ability of this tool. We have struggled much with our tools team for getting the customized report. Also, analyzing the activity logs of any ticket is not so easy , you have to invest 10 minutes for a single ticket. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. [View all Reviews](https://www.capterra.com/p/145590/CA-Service-Desk-Manager/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)