CA Service Desk Manager Review

PROS: The best part of this application is the ease to customize the service desk to how you want it to serve you. It does everything and even more than what I need it to do.

CONS: There a couple of disadvantages. First, the knowledge base feature does not work well when searching for keywords. Second, you can only run the application effectively in Internet Explorer. Third, there are a lot of unnecessary and constant pop-ups that open in different windows during surfing. Lastly, sometimes there are excess options that makes it very hard to identify which one you were searching for in order to perform a specific desired function.

PROS: I like the fact that it is easy to track all types of tickets. It is also easy to customize although it takes some time to get accustomed to it. Incidents, requests and change orders all are included.

CONS: CA is not the most stable of ticketing systems. The main issue is for the company which didn't have much resources to enable the admin to fully utilize the tool so as to improve the overall company productiviy.

PROS: The application is easy to set it up and it helps to follow ITIL best practices. You can put in a lot of data into the system and create reports to assist in analyzing that data.

CONS: There are a couple of disadvantages. First, new users may find it difficult to understand it becuase it's a bit complex. Second, customization can only be done only by the administrator.

PROS: I like the fact that the navigation panel responds quickly and doesn't slow down as you use it. You don't need to wait for long for it to load once you are signed in. Thus, you can work faster. It is a great and efficient management tool for logging in and tracking information and getting information for reporting or auditing purposes.

CONS: The tool is not user friendly to some extent because the right click button on the mouse cannot paste content in the tool as I would like.