CA Service Management Reviews & Product Details


What is CA Service Management?

Delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. CA Service Management delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count. And for decision makers, business value reporting and transparency into service consumption and cost provide effective management insights. CA Service Management is designed for humans and built for service, so you can provide incredible service.

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CA Service Management Profile Details

CA Service Management Profile Details

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Languages Supported
Chinese, English, French, German, Italian, Japanese, Portuguese, Spanish
Vendor
CA Technologies A Broadcom Company
Description
CA Technologies (NASDAQ:CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business in every industry. From planning, to development, to management and security, CA is working with companies worldwide to change the way we live, transact, and communicate - across mobile, private and public cloud, distributed and mainframe environments. Learn more at www.ca.com.
Company Website
Year Founded
1976
Total Revenue (USD mm)
4,235
HQ Location
New York, NY
Phone
+1 800 225-5224
Ownership
NASDAQ: CA
LinkedIn® Page
www.linkedin.com
Employees on LinkedIn®
9,437
Twitter
@CAinc
Twitter Followers
122,495
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CA Service Management Reviews

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1-25 of 38 total CA Service Mgmt reviews
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Senior University Technician in Informatics
Enterprise
(1001-5000 employees)
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"C.A Service Desk una herramienta dinámica para manejar incidentes"

What do you like best?

Lo que más me gusta de Service Desk es que es una herramienta de fácil manejo que permite gestionar y solucionar incidencias planteadas por los usuarios, el rol fundamental de Service desk, es servir como punto de contacto principal para monitorear, tomar posesión de incidentes, responder a solicitudes y preguntas de los usuarios.

What do you dislike?

No hay algo que no me guste de esta herramienta debido a que es dinámica y efectiva para la resolución de incidencias, es un buen sistema de seguimiento de incidentes.

Recommendations to others considering the product:

Mi recomendación es utilizar esta herramienta debido a que es fundamental en las empresas modernas, a medida que la tecnología va adoptando un rol cada vez más importante como parte integral de los procesos de negocio y las experiencias de los usuarios, es fundamental garantizar que los servicios tecnológicos estén funcionando correctamente, y que sean accesibles a aquellos que necesitan usarlos.

What problems are you solving with the product? What benefits have you realized?

En el ámbito empresarial Service Desk es fundamental para la interacción entre los usuarios, le permite a los usuarios crear solicitudes o incidentes de forma rápida y sencilla, es una herramienta que sirve para registrar y resolver todo tipo de incidentes que los empleados detecten en el funcionamiento de la empresa, es un sistema de gestión de tickets que cuenta con funciones esenciales tales como: gestión de procesos de trabajo, alertas y escalamientos, encaminamiento automatizado, gestión de contratos y SLA, en conclusión es una herramienta moderna que, entre sus funciones, dispone de un sistema de gestión de tickets que puede ser de gran ayuda para la empresa.

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Informatics Engineer
Enterprise
(1001-5000 employees)
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"The best application to optimize the attention of support tickets"

What do you like best?

What I like the most is that CA Service Desk Manager is an innovative, automated information technology service software that is designed to help IT service desk analysts offer quality service to users. because when a user needs support through the tool, they can generate their report and thus receive assistance from the IT service desk.

What do you dislike?

One of the things that I do not like about this software is that it is usually unstable, because the application hangs, this is something quite annoying since I see myself in the obligation of having to close the application and later execute it again, I consider that should work on correcting this failure.

Recommendations to others considering the product:

Finally, I recommend companies to acquire this software because it is the combination of the right technology with the best practices of information technologies to help deliver services for their customers. IT organizations need to adapt seamlessly and take advantage of modern technologies and processes to stay competitive.

What problems are you solving with the product? What benefits have you realized?

In the business environment, CA Service Desk Manager is an enterprise-class IT service management solution, improves IT service management, helps the Service Desk to support users, is an innovative tool that allows analysts to work efficiently, as well as managing incidents quickly and in this way have a better attention with the users, besides this allows to make a detailed follow-up of the life cycle time of each of the tickets reported, which helps to fulfill with service agreements.

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Informatics Engineer
Enterprise
(1001-5000 employees)
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"Use Service Desk Management and improve the service you provide to your users"

What do you like best?

What I like the most about CA Service Desk Management is that it allows you to follow up on each of the tickets that users report, it allows you to compile documentation about the case, attended and resolved, and additionally generates metrics that are used for performance evaluations. of the analysts who deal with these reported cases, also at the interface level is modifiable, so you can make the tool look as you see fit.

What do you dislike?

What I do not like about CA Service Desk Manager is that sometimes it is quite slow when entering the application or updating the documentation of any of the tickets, and sometimes it is necessary to close the application and run it again because it stays fully hung, I think this should be corrected to improve the experience of those who use this application on a daily basis.

Recommendations to others considering the product:

If you have not used CA Service Desk Management before, I recommend you use your trial version so that you can discover the benefits of this wonderful application, beforehand I can assure you that it will help you to provide a more efficient service.

What problems are you solving with the product? What benefits have you realized?

There are many solutions offered by CA Service Desk Management Starting with the fact that it is the communication channel between users and IT support staff, since it is through this brilliant application that users report the incidents so that they can be subsequently served by the responsible department, you can also track your incidence whether you want to see how the case you reported is going, or if you want to see the procedure or the documentation made in the case you are attending, that is, the application is very useful for users and administrators of the tool and of course you can not ignore the ease it offers when evaluating the performance of the personnel in charge of dealing with incidents, since it offers metrics that allow the evaluation of the work objectively.

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Senior University Technician in Informatics
Enterprise
(1001-5000 employees)
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"Offer your users quality service with CA Service Desk Management"

What do you like best?

What I like most about CA Service Desk Management is, firstly, that it is a totally customizable application, you can transform its appearance and make it look like your company or company, which makes its interface the most attractive for your team. IT that is dedicated to the attention of incidents on a daily basis, in addition to this, the application has preloaded information with pre-defined best practices, which serve to guide and help IT staff to provide a better service to users, in summary You can control the entire life cycle of a ticket generated by a user and thus be in compliance with the pre-established SLA.

What do you dislike?

The truth is that from my perspective CA Service Desk Manager is an excellent application with which all companies should have, since it helps to manage incidents in a more efficient way, that is why I have no complaints, doubts or bad comments about this powerful application

Recommendations to others considering the product:

I recommend to all the people who are part of an IT team to request the implementation of CA Service Desk Manager so that they can significantly improve their service to the client

What problems are you solving with the product? What benefits have you realized?

CA Service Desk Manager provides an endless number of solutions at a corporate level, specifically to members of the IT department of the corporation, since through this tool you can have total control of the life cycle of an incident reported by a user, in my I use this case to provide support to users in the company where I work, it is very practical because it brings preloaded documentation about the most common cases and their possible solutions, thus facilitating my work and helping to comply with the agreed resolution times for each type of case, it is simply a tool that I do not want to separate

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A
Mid-Market
(501-1000 employees)
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"CA service Desk Manager for Incident/Request Management"

What do you like best?

CA service Desk is user friendly and powerful tool to manage project changes and incidents. A simple interface for ticket creation and incident management,ability to generate reports on incident tickets.We also use ticket templates which makes our life easy to clone them.

What do you dislike?

The one thing I didn't like in CA is it requires more clicks to route between multiple cases. Reports are hard to generate out of CA systems.

Recommendations to others considering the product:

If your organization is moving towards self-service and automation. This product will assist in moving you in that direction.Ensure you set up the assignment groups and assigned users correctly so the tickets can be accurately assigned.Be sure to review all aspects of the system and know what customization can be completed and the complexity of completing them.

What problems are you solving with the product? What benefits have you realized?

All requests, changes, and incidents are tracked using the software. It allows the streamline of all IT work within the organization and assignments can be made to anyone within the organization. It allows for a lot of automation with little human intervention, which has been great for streamlining the work among the various departments of the organization. This has also been beneficial in change requests. Several tasks can get generated from a request and the appropriate personnel can be notified of the work they need to complete to close out the task.

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C
Enterprise
(10,001+ employees)
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"HelpDesk ticketing and incident management system"

What do you like best?

with in this ticketing system, tickets can be easily assigned to other teams or other individual. History of resolutions can be seen with each incident. Screenshots can be attached which makes it easier to understand the issue. Total time spent on the incident is also easily visible on each ticket. Almost a complete service management system

What do you dislike?

It is not user friendly to start with but it becomes easy after couple of trials. Also the fact that almost each click is a new page is little painful sometimes. Reports are little challenging too and we have to use other tools to gather more information about the team performance in managing the incidents.

Recommendations to others considering the product:

There are many other ticketing systems in market today so make sure that CA meets your specific requirement.

What problems are you solving with the product? What benefits have you realized?

User issues with applications and logged in CA service Management. It is easier to look at the issues and inputs from different teams along with any logs and screenshot of the issue.

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UH
Enterprise
(10,001+ employees)
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"CA Service Management "

What do you like best?

I like how big the software package is, I enjoy the fact that there is a lot of options. The support has gotten a lot better and have really been more than available for issues that I have. I feel like CA has pivoted to the service management area more, it felt like for the past few years the application was just ignored.

What do you dislike?

I dislike the layout sometimes, it looks dated and tired. and the fact the system really doesn't have a mobile platform is annoying. There is a mobile app that is nice and we do use it. I just don't like the fact that it's not scaling. I also think the search feature is a little cumbersome and difficult for users to understand.

Recommendations to others considering the product:

Newest Version of CA looks very promising, it looks really modern and clean. I heard that the new version will be more scalable. CA is becoming more responsive to the needs of the user and owners. I would ask for a demo of X-flow and the newest version of CA Service Management

What problems are you solving with the product? What benefits have you realized?

Incident Management; Problem Management; Knowledge Management, Request Management, Service Catalog, Unified Self-Service portal, and IT Process automation. We are also looking to upgrade the version we are running to try to use the analyst interface.

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Sr.System Engineer
Plastics
Enterprise
(1001-5000 employees)
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"CA Service Management helps to Enhanced business productivity for decision makers, users,& business"

What do you like best?

CA can adapt process changes in the organization very easily and effectively and can make rapid growth in terms of customer satisfactions.

CA can be easily customized and very robust in terms of product changes and changes to process all the other ca product is easily integrated and provide one solid solution for the organization.

What do you dislike?

ca mobile solution should be enhanced and also the ca service management should look beyond IT Department in long terms.

During upgrade all the customized changes should be Incorporated and all the products should have same look and feel .

ca support should be improved

Recommendations to others considering the product:

if your organization is looking for quick and effective process implementation which suit your business as well as align with best practices that ca service management is the answer for you.

What problems are you solving with the product? What benefits have you realized?

All of process(itil) was not fully automated before CA we where struggling in terms of customer satisfactions and transparency . This all has been overcome by CA not only we have fully automated our process but also all our paper process has been fully converted online.

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Sr. Director, IT Service Management
Hospital & Health Care
Mid-Market
(501-1000 employees)
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"CA Service Management- Effective and Efficient tool, with uncomplicated process for your ITSM."

What do you like best?

How easy it is to implement Service Manager out of the box, with minimal effort to train your Service Desk specialists. I've used at least 5 other tool flavors, and the training aspect for those was much more extensive than this, with less retention. CA's tool is much more intuitive and user friendly. They are also planning a new release with heat maps for the analysts, showing them their day's outlook based on the queue size, the day of the week, and other historical analytics. Can't wait.

What do you dislike?

There is still some lagging in integrating certain products, for example SCCM, which would facilitate a federated CMDB.

What problems are you solving with the product? What benefits have you realized?

Complete incident management platform (including major incident management), request management, problem capture/resolution (reactive and proactive), change management, configuration management, knowledge management and lastly (most recently) Service Catalog for user front-end interface.

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Support Center Specialist
Staffing and Recruiting
Enterprise
(10,001+ employees)
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"Log in and manage about 50 tickets a day."

What do you like best?

The tool is efficient for logging in and tracking information. It is a great management tool. Great tool to pull information from for reporting or auditing purposes. I also like the fact that navigation around the tool happens quickly and it is not slow when clicking through the tool to get work done faster. You do not have to wait for tool to load when you are already signed in.

What do you dislike?

The tool is set up in a way that the right click button on the mouse does not paste content in the tool. It is inconvenient and makes the software not user friendly to some extent.

Recommendations to others considering the product:

The tool is a easy to use. A week of training and practice should get you abreast with navigating the tool. Logging in information, editing and updating statuses is quite easy to do. The UI allows users to create new form or tickets.

What problems are you solving with the product? What benefits have you realized?

Logging, updating and tracking tickets in the system. I work as a service desk analyst and receive calls, chat and emails and manages these information through the tickets logged in the tool. we are a team of almost 60 persons that use this tool and it does not appear to be slow when multiple are using it at the same time.

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Director of Customer Support
Accounting
Enterprise
(10,001+ employees)
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"Great tool for managing the customer support process."

What do you like best?

Ease of use and how quickly we can get new analysts on the phone.

The way it integrates knowledge with the ticket tool.

Full ITIL utilization

CAB meeting control

Full Xtraction reporting and integration

What do you dislike?

Have to have a developer do customizations

Recommendations to others considering the product:

Great tool but you need a developer to maximize auto-flows and customizations.

What problems are you solving with the product? What benefits have you realized?

Single point of contact utilization. All incidents / problems and requests run thru the application.

Faster identification of major issues

Faster times to resolve

Forced knowledge searching on ticket open for greater L0 resolution.

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VP Global Systems Development
Information Technology and Services
Enterprise
(1001-5000 employees)
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"Configuration drift has made the system difficult to use"

What do you like best?

There is a lot of flexibility to implement in a variety of ways that can all be compliant to ITIL best practices

What do you dislike?

There is a lot of flexibility to implement in a variety of ways that can all be compliant to ITIL best practices, allowing for different philosophies over the years to play out

What problems are you solving with the product? What benefits have you realized?

IT service mgt, CMDB, knowledge base - an organized way to bring this information together

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Global Manager, CA Solutions
Information Technology and Services
Enterprise
(10,001+ employees)
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Business partner of the vendor or vendor's competitor, not included in G2 scores.

"CA Service Management - a good choice for an enterprise ITSM tool"

What do you like best?

The system is scalable to very large environments and is very reliable.

What do you dislike?

The underlying architecture is a legacy system. Many of the newer components are actually integrations under the covers. For example the Service Catalog is really a separate system integrated to the core ticketing system.

Recommendations to others considering the product:

It is a good enterprise class ITSM tool. However, do not underestimate the level of IT effort to implement, care and feed for it.

What problems are you solving with the product? What benefits have you realized?

We are using it as the underlying toolset to support ITSM for our outsourced ITSM customers.

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UH
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"Great tool that encompassing all service needs"

What do you like best?

All information from requests/incidents/problems, to knowledge, to change management can be found all in the same tool.

What do you dislike?

There are a lot of bells and whistles during configuration that can be overwhelming.

What problems are you solving with the product? What benefits have you realized?

We currently use CA Service Management to log all requests/incidents within the IT organization. We document all knowledge documentation for our help desk to utilize and help our customers. We also track all problems within the IT organization and manage our change processes and calendars.

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IT Technical Lead
Staffing and Recruiting
Enterprise
(10,001+ employees)
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"Service Desk Manager (SDM) r12.7"

What do you like best?

SDM is structured so that it is easy to set it up to follow ITIL best practices. There is also a large amount of data that can be input into the system and vast reports to assist in analyzing that data.

What do you dislike?

SDM can be a bit difficult for new users to understand as it is not overly intuitive to use. It looks as though they have addressed some of this concern in the new cloud version. Also with our version, customization is possible, though it needs to be done by the SDM administrator in most cases.

Recommendations to others considering the product:

SDM is a very powerful and complex system that is best suited for bigger companies needing to track assets and run analysis on vast amounts of data being collected. This is a great tool and from what I've seen of the new cloud model layout, CA looks to be addressing many of my previously stated concerns.

What problems are you solving with the product? What benefits have you realized?

We had used a very basic in house ticket product before SDM. SDM has allowed us to understand the top issues being received by our service desk. This allows us to target training and user documentation to assist with the most popular pain points. We have also started to implement the Asset Management module and have been receiving various asset requests (computers, mobile phones, etc.) within SDM.

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A
Enterprise
(1001-5000 employees)
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"CA Service Desk is wonderful"

What do you like best?

It has everything you need to support multiple sites from 1 location. If you need it, CA has it.

What do you dislike?

The cost and having to explain and justify it to upper management.

Recommendations to others considering the product:

Start slow. Learn each piece. It is a tool and you need to understand how to use the tool

What problems are you solving with the product? What benefits have you realized?

We were able to set up and support many different and be consistent. This meant better support for the end users and less down time. We were able to identify all our software licenses and combine them. This saved time and money. Upgrades and patches were easier, less disruptive and more controlled.

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Director of Applications and Business Intelligence
Government Administration
Enterprise
(10,001+ employees)
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"Good product, feature rich. Very stable. User experience was dated but is being ravamped now."

What do you like best?

Stability. Features/functionality. Ability to tailor it to your environment.

What do you dislike?

UI and user experience is archaic. Not easy to tailor it for individual needs.

What problems are you solving with the product? What benefits have you realized?

We use CA Service Management not only in the IT area but also in the business side. We use it there for lobby flow management and workflow. We have integrated it with our workforce management solution. It has helped streamline client flow in our offices, provided tracking for client contacts and management oversight.

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Director
Information Technology and Services
Small-Business
(11-50 employees)
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"CA SM is Stalwart Product from CA Tech."

What do you like best?

Versatile, Robust, Well Engineered, Highly Configurable with Strong SOA Stack

What do you dislike?

Missing Cloud Touch, Underutilized, gets sold as combination of different products instead of single Package

Recommendations to others considering the product:

I recommend this for better experience with well defined Solution Requirements

What problems are you solving with the product? What benefits have you realized?

CA Service Management makes complex IT Service Management Environment Transparent, Structured and Process Driven. It sets the foundation for IT Governance and Continuity Management. It binds all stakeholders under single platform and facilitate end users with proactive and reactive measures.

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Lead ITSM Consultant
Information Technology and Services
Mid-Market
(201-500 employees)
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"CA Service Management"

What do you like best?

Stability & ability for customization. Speed of performance is outstanding, i.e. I have CMDB with more than 3 million items, and when I am searching I need less than second.

What do you dislike?

Design of user and analyst interface (Only for main application, USS and xFlow analyst are very good)

Recommendations to others considering the product:

CA SDM tool is a complete solution for an IT organization

What problems are you solving with the product? What benefits have you realized?

IT & NonIT services & suppport

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AI
Enterprise
(1001-5000 employees)
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"IS Support Manager for Service Management products"

What do you like best?

Support for product has been there when needed. Implementation coordination was excellent and assigned resources were responsive to our needs. Installation night we had dedicated service assistant and technical resources.

What do you dislike?

Upgrade was painful! Many new issues arose with each progressive install (test/beta/prod)

What problems are you solving with the product? What benefits have you realized?

Help Desk product has been working well. Service Catalog of services works well for our needs. Invested in many workflows and customizations.

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UI
Enterprise
(10,001+ employees)
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"Complete, but not friendly"

What do you like best?

CA Service Management has mapped all the ITIL Process.

What do you dislike?

His GUI is not friendly, the try to put all the functions on one page. It has limited functionalities for the mobile interface.

Recommendations to others considering the product:

Use if you have other CA Technologies.

What problems are you solving with the product? What benefits have you realized?

Supports: events, problems, changes and CMDB.

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U
Enterprise
(10,001+ employees)
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"Best ticketing tool"

What do you like best?

Best to create requests tickets and incidents

What do you dislike?

Slowness. We wont get to toggle between tickets fast

What problems are you solving with the product? What benefits have you realized?

Create changes requests and tickets

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UL
Enterprise
(1001-5000 employees)
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"I somehow grew to actually like it"

What do you like best?

The first iteration we rolled out in 2008 was horrendous. You couldn't move your mouse without a popup. It was like being trapped in one of those never ending spam websites. We put it up with it for a year and hated it. Then CA actually listened and made a few changes and suddenly the SD was actually really helpful. I found myself telling people to please open me a ticket (which i don't do for the current software we use (new firm) Footprints.

So i like that CA listened and made changes

Minimal use of popups and easy navigation

System was fast even though we did not throw the best hardware at it

MAJOR FEATURE: you can expand the ticket and see the majority of its contents without clicking into it. Most tickets are 2-3 sentences so this saved a ton of time.

What do you dislike?

Color scheme wasn't great and occasionally hard to read though you could mostly get by since it could be resized.

After the upgrade I really didn't have a ton of problems with Service desk, it was useful.

Recommendations to others considering the product:

I last used it in 2010 but it was the only system i've used to this point that I was actually happy with using. It was responsive without needing a ton of horsepower, it was flexible in terms of new categories/groups/notifications/etc, but even more so the developers actually listened and changed the UI which was terrible to something that was actually quite good in the end.

I have not touched the product in 5 years though so please do your due diligence.

What problems are you solving with the product? What benefits have you realized?

We used it for a 1400 employee primarily IT workforce so tracking tickets was necessary. We did wind up using it for problems as well (items that take more than a few weeks to resolve or that affect more than a handful of users). The version we used in 2010 was very well done.

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U
Enterprise
(10,001+ employees)
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"Kanban and rally board"

What do you like best?

CA rally or service management is a wonderful application

What do you dislike?

Can be made more user friendly, UX needs improvement

What problems are you solving with the product? What benefits have you realized?

Managing the work of the team members, User stories and many more

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UC
Small-Business
(11-50 employees)
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"tedious, Exhaustive, & Highly Customizable"

What do you like best?

The possibilities of making the Service Desk look and feel however you want seem endless. The product really did everything I needed it to do, sometimes even more.

What do you dislike?

The Knowledge Base feature is quite inefficient via searching for keywords and the like. The fact that it could only be ran effectively in Internet Explorer (at least in the environment I used it in) was a major pit fall. constant pop-ups of different windows when it was not necessary in the world of tabbed web surfing.

At times, there were just too many options making it very difficult to know what one was searching for in order to perform a specific desired function.

Recommendations to others considering the product:

The recommendation is there, but their eagerness to buy into CA's product turns into eagerness to buy into a cheaper one once the price tag is realized.

What problems are you solving with the product? What benefits have you realized?

Service Desk allows inventory tracking and management, record call handling and ticket activity to track work load and efficiency, contact integration for seamless support capability, linking incidents to create global issues.

CA Service Management Features

  • Change Management
  • Asset Management
  • Reports & Analytics
  • Automate Ticket Routing
  • Ticket Prioritization
  • Ticket Notifications

CA Service Mgmt User Ratings

7.4
Ease of Use
Average: 8.3*
7.8
Quality of Support
Average: 8.5*
6.5
Ease of Setup
Average: 7.8*
* Service Desk Category
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