CA Service Desk Manager

Avantages

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.

Inconvénients

Auto scheduling of reports and visualisation should be added for better representation of data such as graphs and charts.

Avantages

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.

Inconvénients

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.

Avantages

The concept and what it was attempting to do is brilliant. If it actually worked it would have transformed the entire agencies IT structure.

Inconvénients

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.

Avantages

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.

Inconvénients

A bit resource heavy on server side.

Avantages

One of the classical SD product developed using legacy and proprietary language but well advanced technical product.

Inconvénients

Customization and downtime is hours if you migrate or upgade

Avantages

Only redeeming feature is that it is a centralized Change/Incident management system. The colour is blue, and that is where it ends.

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

It is fast and easy to implement in any given organization. It has all basic and advanced features of a ITIL compliant ticketing tool.

Inconvénients

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.

Avantages

It is easy for new users to learn, the software does not require a lot of training man hours for one to use it.

Inconvénients

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

Avantages

Amazing support! Every issue I have contacted them with has been resolved beyond my expectation.

Inconvénients

Difficulties tracking and identifying tickets requiring a very granular and intricate process management.

Avantages

Detailed service desk tool with lots of features and functions needed for a complete service management system

Inconvénients

Too complex to use due to lots of things and moreover the user interface is not simple plus right click doesn't work everywhere

Avantages

Support and many large organization used it, so user group was useful

Inconvénients

Lack of functionalities, unfriendly, old tool.