Bewertet am 1.8.2018
Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity
Kommentare: 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.
Vorteile: 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.
Nachteile: 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.
Bewertet am 11.7.2018
Decent Ticketing System
Kommentare: Not bad, if you have only one team with consistent needs using the software. Once you need to customize it, you feel its limitations.
Vorteile: 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.
Nachteile: 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
Bewertet am 6.2.2018
CA service desk was easy to install with the exception of a few database problems
Kommentare: Use of customer service and general CRM reports that were tailored
Vorteile: It is easy for new users to learn, the software does not require a lot of training man hours for one to use it.
Nachteile: 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
Bewertet am 8.3.2018
I am having moderate experience with CA service desk manager.
Kommentare: 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
Vorteile: It is fast and easy to implement in any given organization. It has all basic and advanced features of a ITIL compliant ticketing tool.
Nachteile: 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.
Bewertet am 12.3.2019
Classical Service Desk Product
Kommentare: Streamline the ITIL process of an organization and help automating their IT infrastructure
Vorteile: One of the classical SD product developed using legacy and proprietary language but well advanced technical product.
Nachteile: Customization and downtime is hours if you migrate or upgade
Bewertet am 1.8.2019
Sounds Great on Paper... Start using it and you'll hate it.
Kommentare: 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!
Vorteile: The concept and what it was attempting to do is brilliant. If it actually worked it would have transformed the entire agencies IT structure.
Nachteile: 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.
Bewertet am 28.12.2018
So much customization, while also feeling dated.
Vorteile: Amazing support! Every issue I have contacted them with has been resolved beyond my expectation.
Nachteile: Difficulties tracking and identifying tickets requiring a very granular and intricate process management.
Bewertet am 12.5.2019
CA Service Desk Manager - Version: 'SDr12_6-165'
Kommentare: Terrible, there are better opensourcer free offerings out there if you want CMDB, incident, Change and problem management or something the is a little more stable and closer to ITIL
Vorteile: Only redeeming feature is that it is a centralized Change/Incident management system. The colour is blue, and that is where it ends.
Nachteile: The CMDB part of it is near impossible to use, especialy if you have 30+ clients, 10000+ CI's and all the entities that hang of that. It is terribly resource hungry, the client frontend downloads a pile of code before it fires up, so a network killer for anybody that is on a wan or wifi in remote locations. When you have 100+ technicians trying to update their incidents/change orders it is prone to hang or not update. Very very difficult to extract any meaningfull data out of the system, their is no meaningful built in help. If there was ever a counter productive product, this is one of them.
Bewertet am 14.9.2017
Good value for money
Vorteile: Detailed service desk tool with lots of features and functions needed for a complete service management system
Nachteile: Too complex to use due to lots of things and moreover the user interface is not simple plus right click doesn't work everywhere
Bewertet am 29.8.2019
CA Service Desk
Kommentare: Tool that is rapidly going out of the market. No Portal concept, no friendly interface, CA is not pushing it
Vorteile: Support and many large organization used it, so user group was useful
Nachteile: Lack of functionalities, unfriendly, old tool.
Bewertet am 15.4.2017
CA Service DESK
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.