CA Service Management, including CA Desk Manager, is a fully-featured ITSM platform, now from Broadcom. It competes with BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management etc. It is based on technology acquired by CA in 2010 with Nimsoft, and is now supported by Broadcom since the 2018 acquisition.
N/A
Hornbill
Score8 out of 10
N/A
Hornbill Supportworks is a comprehensive ITSM platform offered by a UK-based company. It competes with BMC Remedy, ServiceNow, Cherwell, FrontRange, and CA Technologies.
N/A
Pricing
CA Service Management
Hornbill
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
CA Service Management
Hornbill
Free Trial
No
No
Free/Freemium Version
No
No
Premium Consulting/Integration Services
No
No
Entry-level Setup Fee
No setup fee
No setup fee
Additional Details
—
—
More Pricing Information
Features
CA Service Management
Hornbill
Incident and problem management
Comparison of Incident and problem management features of CA Service Management, with CA Service Desk Manager and Hornbill Supportworks ITSM
Feature
CA Service Management, with CA Service Desk Manager
8.6
6 Ratings
6% above category average
Hornbill Supportworks ITSM
4.4
3 Ratings
59% below category average
Organize and prioritize service tickets
9.76 Ratings
6.03 Ratings
Expert directory
8.75 Ratings
3.03 Ratings
Service restoration
8.46 Ratings
4.03 Ratings
Self-service tools
8.66 Ratings
5.03 Ratings
Subscription-based notifications
7.96 Ratings
4.93 Ratings
ITSM collaboration and documentation
9.76 Ratings
5.03 Ratings
ITSM reports and dashboards
7.55 Ratings
3.03 Ratings
ITSM asset management
Comparison of ITSM asset management features of CA Service Management, with CA Service Desk Manager and Hornbill Supportworks ITSM
Feature
CA Service Management, with CA Service Desk Manager
9.2
6 Ratings
11% above category average
Hornbill Supportworks ITSM
2.4
3 Ratings
110% below category average
Configuration mangement
9.76 Ratings
3.93 Ratings
Asset management dashboard
10.03 Ratings
2.22 Ratings
Policy and contract enforcement
8.03 Ratings
1.01 Ratings
Change management
Comparison of Change management features of CA Service Management, with CA Service Desk Manager and Hornbill Supportworks ITSM
Feature
CA Service Management, with CA Service Desk Manager
It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The concept of the solution is a good one and in theory, Hornbill Supportworks ITSM is good for incoming inquiries/tickets management. The inquiries can be automatically captured by a user submitting a request, and an email notification is sent to both the Helpdesk team and the customer. The inquiries are then tracked, alerting the team when the SLA is about to be/has been breached. Once the inquiry has been resolved, it notifies all relevant parties, as well as time-stamps the action.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The interface is quite hard work, not very visually friendly
It all just feels a bit old fashioned and needs a reboot
This may be an internal process, but not everyone has access, so quite frequently I have to pick requests up and then take them out of the Supportworks system.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
CA Mobile app has provided agility and collaboration among IT Users and Customers.
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
The system 'does what it says on the tin' - it captures and helps manage incoming inquiries - so the positive impact is there.
However, this is not done in the most intuitive or user-friendly manner. This causes frustration at times.
Overall, a single centralized system for managing customer inquiries and requests is paramount for any mid-size business, particularly if this business is service-based
A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info
