CA Service Management

(31)
4.0 out of 5 stars

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.

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CA Service Management Reviews

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Showing 31 CA Service Mgmt reviews
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CA Service Mgmt review by Administrator
Administrator
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"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.

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CA Service Mgmt review by Consultant
Consultant
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"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
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Verified Current User
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"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 <span>Farooq H.</span>
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 <span>Nora O.</span>
Nora O.
Validated Reviewer
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"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 <span>Jamedith P.</span>
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.

Kate from G2 Crowd

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