CA Service Desk Manager
von CA Technologies
Durchschnittliche Bewertung10 Bewertungen
- Gesamt 3.5 / 5
- Benutzerfreundlichkeit 3 / 5
- Kundenservice 3.5 / 5
- Funktionen 3 / 5
- Preis-Leistungs-Verhältnis 2.5 / 5
- Kostenlose Testversion Nein
Cloud, SaaS, Web
Installiert - Windows
Support während der Geschäftszeiten
Angaben zum Hersteller
- CA Technologies
Über CA Service Desk Manager
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CA Service Desk Manager Funktionen
- Self-Service Portal
Die hilfreichsten Reviews für CA Service Desk Manager
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