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CA Service Management

Score6.8 out of 10

47 Reviews and Ratings

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What is CA Service Management?

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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features CA Service Management has to offer, as determined by TrustRadius' reviewers.
Based on 47 ratings of CA Service Management's features
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Top Performing Features

  • Asset management dashboard

    Dashboard showing organization's software portfolio

    Category average: 8.1

  • Organize and prioritize service tickets

    Prioritize tickets to ensure most urgent are tackled first

    Category average: 9

  • ITSM collaboration and documentation

    Issue resolution through collaboration mechanisms like discussion threads, social tools; agents can attach notes, files, etc. to tickets in order to maintain a record of all interactions related to the case.

    Category average: 8.3

Areas for Improvement

  • Policy and contract enforcement

    Ensuring that requesters have eligibility before fullfullment

    Category average: 7.9

  • Subscription-based notifications

    Users subscribe to notifications for ticket updates

    Category average: 8.5

  • ITSM reports and dashboards

    Reports and dashboards are used to optimize service desk operations by supplying key performance and capacity data

    Category average: 8.2

Reviews

What users are saying about CA Service Management.
View all reviews

CA SERVICE DESK REVIEW

Incentivized
Jamedith PewuView profile
Service Desk Specialist in Information Technology at HighPoint Global (10,001+ employees employees)

Pros

  • This application is very easy to use. It is the best when it comes to training since the application is easy to understand and employees are able to easily catch up on work process.
  • It is a great reporting tool because users can look up work they've done over a period of time.
  • The auto populate feature is very helpful since at the service desk users do have several tickets to create for a single requester.

Cons

  • The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
  • The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.

Alternatives Considered

OwnBackup for Service Now

Other Software Used

MS SharePoint, HP Application Lifecycle Management

CA Service Desk Manager Agile as always

Incentivized
Farooq HussainView profile
Sr.System Engineer in Information Technology at Borouge (1001-5000 employees employees)

Pros

  • Agility is the biggest strength of CA Service Desk Manager as it can be easily customized based on the process.
  • CA Process Automation along with CA service desk manger can be a lethal combination for automation of any process across the Board.
  • Easy to upgrade and Installation is very useful along with good documentation and support.

Cons

  • Mobile App cab be improved.
  • Constantly innovate based on the competition from other ITSM Vendors.
  • Reporting can be improved.

Return on Investment

  • 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.

Other Software Used

SAP Adaptive Server Enterprise, Microsoft Application Virtualization

tech100

Incentivized
Alyssa FigueroaView profile
Help Desk Technician in Information Technology at Queens College (11-50 employees employees)

Pros

  • You can log in anywhere.
  • It is a good way to document all work that is being done by each tech.
  • It is a great way to see a staff member's history or if he may have a repeating problem.

Cons

  • When you are opening and closing too many tickets back to back, the system lags and save turns into accept which does not save anything, and basically all you have done on this ticket has been lost.

Return on Investment

  • It has organized how we service faculty and staff. With out it I don't see another way to organize techs to get them to where they should be. We have a large campus and the fact that we can log into CA Service Desk Manager from anywhere and head to our next ticket instead of going back to the office is a great thing.

CA Service Desk Manager for an enterprise.

Incentivized
Steven Lascarro
Application Analyst in Information Technology at Catholic Health East (10,001+ employees employees)

Pros

  • CA Service Desk Manager is scalable, it can handle any sized organization. The product can be load balanced and clustered.
  • CA Service Desk Manager has a patching utility and support site where to download the patches. This is very useful as not all products have software patching available.
  • CA Service Desk Manager offers a PDA site and the newer versions offer a mobile app. This is great.

Cons

  • CA Service Desk Manager does not have a right click for copy and paste in version 12.6 on the major forms and fields, that is a major bummer.
  • CA Service Desk Manager is buggy, if bugs are not addressed immediately you could lose your customers faith in the product. Since CA Service Desk Manager tends to be buggy, you need a good admin to get them addressed.
  • CA Service Desk Manager's patches tend to break other functionality.
  • CA Service Desk Manager education does not address their proprietary code enough. This is for customizations.
  • CA Service Desk Manager is sensitive to it's environment and may require a full system reboot monthly.

Return on Investment

  • CA Service Desk Manager has allowed us to provide better customer service with self service. Customers can manage and reference knowledge articles and their tickets.
  • CA Service Desk Manager does not require much customization and can be implemented quickly.
  • CA Service Desk Manager is a solid product.

CA Service Desk Manager- solid and scaleable solution, less all the unnecessary expense to maintain!

Incentivized
Verified User
Vice-President in Information Technology (10,001+ employees employees)

Pros

  • Integrated solution for incident, request and problem and change management tickets
  • Simple but resourceful knowledge component
  • Effective survey feature for interface with end users
  • Integration to Service Catalog as well as a native self-service interface

Cons

  • Reporting is a challenge for all ticketing systems and we've had to use an external dashboard tool (and previously Crystal/Boxi) for this purpose.
  • Gui for end users is clunky, forcing to have to use a catalog tool for this purpose.
  • Notification engine is not very customizable, causing an over or under notification to customers and specifically IT users.

Return on Investment

  • We have consolidated all tool usage into 1 place, reducing resolution times and lost cycles for IT
  • Training is easy for specialists and Service Desk specifically can navigate and open tickets easily through quick ticket
  • Integration options are many, including CTI ad dash-boarding and asset management, etc.

Alternatives Considered

none

Other Software Used

Microsoft System Center Configuration Manager, Bomgar Remote Support Software, Xtraction for CA Service Management, Symantec Endpoint Protection, Symantec Advanced Threat Protection

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