CA Technologies

CA Service Desk Manager


4 / 5
7 reviews


Average Ratings

7 Reviews

  • 4 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 3.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Deployment
    Cloud, SaaS, Web
    Installed - Windows
  • Training
    Documentation
  • Support
    Online
    Business Hours

Vendor Details

  • CA Technologies
  • www.ca.com
  • United States

About CA Service Desk Manager

Take a proactive approach to IT service management.


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CA Service Desk Manager Features

Vendor has not completed this information.

  • Contract Management
  • Incident Management
  • IT Asset Management
  • Knowledge Management
  • Release Management
  • Self Service Portal
  • Service Catalog
  • Service Reporting
  • Ticket Management

CA Service Desk Manager Reviews Recently Reviewed!


Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity

Aug 01, 2018
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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.

Decent Ticketing System

Jul 11, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Comments: 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

I am having moderate experience with CA service desk manager.

Mar 08, 2018
3/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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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.

Overall: 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

CA service desk was easy to install with the exception of a few database problems

Feb 06, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: It is easy for new users to learn, the software does not require a lot of training man hours for one to use it.

Cons: the cost of the software, we needed to contact the support personnel on a few occasions to get the software to work as it should

Overall: Use of customer service and general CRM reports that were tailored

Good value for money

Sep 14, 2017
4/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Detailed service desk tool with lots of features and functions needed for a complete service management system

Cons: Too complex to use due to lots of things and moreover the user interface is not simple plus right click doesn't work everywhere

Good for the IT department.

Aug 03, 2018
5/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

3 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Real-time dashboard reporting and cool Self- and Service Catalog.

Cons: The CA system is very difficult to use for me.

CA Service DESK

Apr 15, 2017
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

2 / 5
Value for Money

Comments: the organisation to which I am employed has used this software as a tool mainly for help desk staff.

The asset management portion is not currently being used.