CA Service Management

3.9
(32)

CA Service Management from CA Technologies enables you to deliver consistent IT service support. Automate interactive support, self-service and advanced root cause analysis with Service Desk Manager from CA Technologies.

Work for CA Service Management?

Learning about CA Service Mgmt?

We can help you find the solution that fits you best.

CA Service Management Reviews

Ask CA Service Mgmt a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • Industry
Ratings
Company Size
User Role
Industry
Showing 32 CA Service Mgmt reviews
LinkedIn Connections
CA Service Mgmt review by Administrator
Administrator
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

Sign in to G2 Crowd to see what your connections have to say about CA Service Management
CA Service Mgmt review by Consultant
Consultant
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

What Service Desk solution do you use?

Thanks for letting us know!
CA Service Mgmt review by User in Higher Education
User in Higher Education
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by Farooq H.
Farooq H.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by Nora O.
Nora O.
Validated Reviewer
Review Source

"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 business 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.

CA Service Mgmt review by Jamedith P.
Jamedith P.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by Keith P.
Keith P.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by Jeremy B.
Jeremy B.
Validated Reviewer
Review Source

"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 business 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

CA Service Mgmt review by Shayne Q.
Shayne Q.
Validated Reviewer
Review Source

"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 business 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.

CA Service Mgmt review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by David C.
David C.
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by Administrator in Newspapers
Administrator in Newspapers
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by Siddhu, A.
Siddhu, A.
Validated Reviewer
Review Source

"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 business 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.

CA Service Mgmt review by Shovan D.
Shovan D.
Validated Reviewer
Review Source

"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 business 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.

CA Service Mgmt review by Davor D.
Davor D.
Validated Reviewer
Verified Current User
Review Source

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

IT & NonIT services & suppport

CA Service Mgmt review by Administrator in Insurance
Administrator in Insurance
Validated Reviewer
Verified Current User
Review Source

"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 business 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.

CA Service Mgmt review by User in Insurance
User in Insurance
Validated Reviewer
Verified Current User
Review Source

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

Supports: events, problems, changes and CMDB.

CA Service Mgmt review by User in Law Practice
User in Law Practice
Validated Reviewer
Review Source

"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 business 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.

CA Service Mgmt review by User
User
Validated Reviewer
Verified Current User
Review Source

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

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

CA Service Mgmt review by User in Computer Software
User in Computer Software
Validated Reviewer
Review Source

"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 business 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 Mgmt review by Administrator in Computer Software
Administrator in Computer Software
Validated Reviewer
Review Source

"CA Service Management Suite"

What do you like best?

I like that CA Service Management suite are planning to move into one platform, one theme.

What do you dislike?

CA should focus their developing or improving admin tools for these tools. ex. CA Service Catalog migration feature for services, implement version controls, etc.

Recommendations to others considering the product

CA Service Management is moving into one suite, one product line. This is easier to use for administrator in the near future.

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

Bundled Services like HR Onboarding- We could have our clients submit one request which dispatches various fulfillment tickets.

CA Service Mgmt review by Abe M.
Abe M.
Validated Reviewer
Review Source

"CA Service Desk - Healthcare/Shoe Company Usage"

What do you like best?

Easy to track all types of tickets. Incidents, requests and change orders all have their place. Decently customizable, but takes some getting used to.

What do you dislike?

Not always the most stable of ticketing systems. My main gripe was not neccessariy with the ticketing system as much as it was with the company who didn't have much resources for the admin to fully utilize the tool and help overall company productiviy.

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

Can easily track user downtime when tracing tickets. Can also easily monitor Help Desk associate's productivity.

CA Service Mgmt review by Administrator in Financial Services
Administrator in Financial Services
Validated Reviewer
Verified Current User
Review Source

"SDM works well and is very stable. Upgrades are troublesome. GUI needs an overhaul. "

What do you like best?

Very stable. Features and flexibility.

What do you dislike?

Upgrades are not tested well before becoming GA. Level One support does not seem to have much knowledge of the software

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

Used for Change, Incident, Request and problem handling. Workflow task allow for customized work flow.

CA Service Mgmt review by Executive Sponsor
Executive Sponsor
Validated Reviewer
Review Source

"I am responsible for IT Operations in ICBC Argentina"

What do you like best?

Felixibility and sinergy with BA Tecnologies products we have in the bank for IT Service Delivery

What do you dislike?

None, because new version of Service Desk (V 17.0) solved the issues that we detected

Recommendations to others considering the product

Top of the art product, Industry Standard, meet all requirements in IT Service Delivery, excellent Company

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

Improve customer service, efficiency (cover more users with same staff in Technological Help Desk under my responsability)

CA Service Mgmt review by User
User
Validated Reviewer
Review Source

"Easy to use for ITSM"

What do you like best?

- Robust IT service management application for large enterprise

- all the ITSM modules can be configurable with minimal efforts

What do you dislike?

- require more click to route between multiple cases

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

Modern self-service and a robust service catalog resolves issues and communicates service offerings to business users in a language they understand

CA Service Mgmt review by Administrator in Information Technology and Services
Administrator in Information Technology and Services
Validated Reviewer
Review Source

"Unicenter Service Desk Suite is a great tool if your organization is trying to follow ITIL"

What do you like best?

The suite offered common ITIL language so that teams are able to communicate more effectively and have a consistent way to measure success.

What do you dislike?

The system required proprietary code language at the time when I was working on the product suite. It was not hard to pick up, but was not a common language.

Recommendations to others considering the product

Service Desk is a robust tool if you are willing to put the planning and process improvements in place.

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

Our CIO made it mandatory that the team get certified in ITIL. This provided a centralized CMDB where cross-teams could work more closely, such as Change Management and Disaster Recovery. I will carry this knowledge always.

CA Service Mgmt review by User in Hospital & Health Care
User in Hospital & Health Care
Validated Reviewer
Verified Current User
Review Source

"CA Service Desk"

What do you like best?

It's Easy to use and we have the ability to customize it to fit our company

What do you dislike?

that some users struggle with the application and have gone to quickbase instead

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

IT

CA Service Mgmt review by Internal Consultant in Information Technology and Services
Internal Consultant in Information Technology and Services
Validated Reviewer
Review Source

"CA Review"

What do you like best?

CA Support is very prompt. And there are different levels so it goes to Sustaining Engineers at the end and gets sorted.

What do you dislike?

Nothing as such. I mainly use Service Desk which is good. Some enhancements is needed mostly we log them as ideas.

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

Enterprise Service Management and to align to ITIL.

CA Service Mgmt review by Administrator in Higher Education
Administrator in Higher Education
Validated Reviewer
Review Source

"CA Service Management"

What do you like best?

The enterprise capabilities are nice. Their customer support is great.

What do you dislike?

It's a dated UI. The complexity of customizations is difficult at times.

Recommendations to others considering the product

Look at all other options and make sure

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

we're trying to automate our service management process. We're trying to replace the manual processes we used to rely on.

CA Service Mgmt review by User in Information Technology and Services
User in Information Technology and Services
Validated Reviewer
Review Source

"Easy to use ticketing system"

What do you like best?

Ticket assignment to stakeholders

Log monitoring

File attachments

What do you dislike?

User interface is difficult to understand

Every click opens a new page

Reports are hard to generate out of CA systems

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

Resolving user issues, incident management

CA Service Mgmt review by Taylor J.
Taylor J.
Validated Reviewer
Review Source

"CA review"

What do you like best?

The alerts were great and I liked how easy it was.

What do you dislike?

The lack of training on the product. I would like to have more.

Recommendations to others considering the product

Train yourself before hand

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

How communication is key

CA Service Mgmt review by Brad W.
Brad W.
Validated Reviewer
Review Source

"CA easy to use"

What do you like best?

Its work flow and is easy to use. It has a logical flow and it is not hard to navigate.

What do you dislike?

I haven't come across any deal breakers.

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

easy reporting

Kate from G2 Crowd

Learning about CA Service Management?

I can help.
* We monitor all CA Service Management reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.