BMC Helix ITSM is a cloud-based digital service management solution that combines a service desk manager, a change...
CA Service Desk Manager
3.5
Overall rating
Reviews
Software Advice offers objective, independent research and verified user reviews. We may earn a referral fee when you visit a vendor through our links.
Learn more
About CA Service Desk Manager
CA Service Desk Manager is a cloud-based IT service and support management solution. Primary features include change management, incident management, automation support, self-service, predefined services and workflows and reporting.
The xFlow user experience module provides collaborative features to the supporting analysts. Analysts can work together and resolve issues using their individual and combined strengths. This module understands team workload and provides data-driven intelligence to prioritize tickets. The reports and business metrics can be accessed via the Ad-hoc dashboard.
The self-service module allows users to access knowledge base, collaborate with other users and help teams, request services and view assets. The change management module analysis the root cause of the issues verifies changes and manages unauthorized change handling. The support automation feature provides remote access, troubleshooting, repair and chat help. It is compatible with Windows, Mac and Linux operating systems. iOs and Android mobile applications are also offered.
CA Service Desk Manager pricing
CA Service Desk Manager does not have a free version.
Starting Price:
Not provided by vendor
Free Version:
No
Free trial:
No
Alternatives to CA Service Desk Manager
ServiceNow Customer Service Management (CSM) is a cloud-based product that helps businesses deliver frictionless...
Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every...
As a B2B SaaS customer support solution, TeamSupport goes beyond a basic ticketing system. We help you build customer...
Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate...
Formerly known as Jira Service Desk, Jira Service Management is an IT service management solution that unlocks...
CA Service Desk Manager Reviews
Feature rating
5 reviews of 13
View all reviews
Ravi
- Industry: Banking
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 26/11/2020
Best ITIL management software
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.
Alternatives Considered
BMC Helix ITSMSwitched From
ServiceNow Customer Service Management
Verified Reviewer
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 01/08/2018
Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity
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.
Joel
- Industry: Banking
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
1
Reviewed on 01/08/2019
Sounds Great on Paper... Start using it and you'll hate it.
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.
Saumendra
- Industry: Information Technology & Services
- Company size: 10,000+ Employees
- Used Daily for 2+ years
-
Review Source
5
Reviewed on 28/10/2022
A highly mature product with all Industry leading features
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.
Verified Reviewer
- Industry: Computer Networking
- Company size: 5,001–10,000 Employees
- Used Daily for 2+ years
-
Review Source
4
Reviewed on 12/03/2019
Classical Service Desk Product
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
