CA Service Desk Manager

Vorteile

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.

Nachteile

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

In Betracht gezogene Alternativen

Zuvor genutzte Software

Vorteile

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.

Nachteile

A bit resource heavy on server side.

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

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.

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