--- description: Detailed reviews on CA Service Desk Manager based on features, pricing, usability, and ratings. Get a quick overview advantages and disadvantages. Compare CA Service Desk Manager with similar products. image: https://gdm-localsites-assets-gfprod.imgix.net/images/getapp/og_logo-94fd2a03a6c7a0e54fc0c9e21a1c0ce9.png title: CA Service Desk Manager Reviews, Prices & Ratings | GetApp Canada 2026 --- Breadcrumb: [Home](/) > [ITSM Software](/directory/292/it-service-management-itsm/software) > [CA Service Desk Manager](/software/2049821/ca-service-desk-manager) # CA Service Desk Manager Canonical: https://www.getapp.ca/software/2049821/ca-service-desk-manager Page: 1 / 2\ Next: [Next page](https://www.getapp.ca/software/2049821/ca-service-desk-manager?page=2) > CA Service Desk Manager is an IT service management software designed to help businesses manage service requests, configurations, incidents, and other desk operations. The platform enables administrators to collaborate with team members on a unified interface. > > Verdict: Rated **3.5/5** by 13 users. Top-rated for **Likelihood to recommend**. ----- ## Quick Stats & Ratings | Metric | Rating | Detail | | **Overall** | **3.5/5** | 13 Reviews | | Ease of Use | 3.4/5 | Based on overall reviews | | Customer Support Software | 3.5/5 | Based on overall reviews | | Value for Money | 2.7/5 | Based on overall reviews | | Features | 3.3/5 | Based on overall reviews | | Recommendation percentage | 60% | (6/10 Likelihood to recommend) | ## About the vendor - **Company**: Broadcom - **Founded**: 1986 ## Commercial Context - **Target Audience**: Self Employed, 2–10, 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+ - **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Windows (On-Premise), Linux (On-Premise) - **Supported Languages**: English - **Available Countries**: United States ## Features - Change Management Software - Dashboard Software - IT Asset Management Software - Incident Management Software - Knowledge Base Management - Knowledge Management Software - Mobile App - Multi-Channel Communication - Self Service Portal - Support Ticket Management ## Support Options - Email/Help Desk - Knowledge Base Software - Phone Support - 24/7 (Live rep) - Chat ## Category - [ITSM Software](https://www.getapp.ca/directory/292/it-service-management-itsm/software) ## Related Categories - [ITSM Software](https://www.getapp.ca/directory/292/it-service-management-itsm/software) - [IT Service Software](https://www.getapp.ca/directory/1049/it-service/software) - [Knowledge Base Software](https://www.getapp.ca/directory/2823/knowledge-base/software) - [Customer Service Software](https://www.getapp.ca/directory/231/customer-service/software) - [Artificial Intelligence Software](https://www.getapp.ca/directory/1397/artificial-intelligence/software) ## Alternatives 1. [InvGate Service Management](https://www.getapp.ca/software/101213/service-desk) — 4.6/5 (108 reviews) 2. [Freshservice](https://www.getapp.ca/software/91351/freshservice) — 4.5/5 (685 reviews) 3. [JIRA Service Management](https://www.getapp.ca/software/91811/jira-service-management) — 4.5/5 (763 reviews) 4. [SysAid](https://www.getapp.ca/software/90863/sysaid) — 4.5/5 (511 reviews) 5. [monday service](https://www.getapp.ca/software/2079989/monday-service) — 4.6/5 (108 reviews) ## Reviews ### "Best ITIL management software" — 5.0/5 > **Ravi** | *November 26, 2020* | Banking | Recommendation rating: 10.0/10 > > **Pros**: 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. > > **Cons**: Auto scheduling of reports and visualisation should be added for better representation of data such as graphs and charts. ----- ### "Big and powerful software suite, capable of solving all your ITSM needs, with huge complexity" — 4.0/5 > **Verified Reviewer** | *August 1, 2018* | Recommendation rating: 6.0/10 > > **Pros**: 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. > > **Cons**: 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. > > We were able to implement ITIL and ISO 27K compliant processes. It was very simple to assign very specific access privileges to different users. We accomplished a robust and fully functional integration of our monitoring alerts for ticket creation. Business rules have reduced a lot of human errors and minimized non-compliant execution of our processes. ----- ### "Sounds Great on Paper... Start using it and you'll hate it." — 1.0/5 > **Joel** | *August 1, 2019* | Banking | Recommendation rating: 0.0/10 > > **Pros**: The concept and what it was attempting to do is brilliant. If it actually worked it would have transformed the entire agencies IT structure. > > **Cons**: 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. > > From a UI perspective the software is a train wreck. Most of our service agents hate it. From a Development stand point, you will spend a lot of time just chasing your tail trying to figure out why something isn't working only to find out that there is a known bug within the software that is preventing you from doing what you intended to do. The communities are helpful and most of the folks there are very nice. They seem to have the sense of "we feel your pain too" mentality. Overall the quality of this software and the overall architecture is a train wreck. This was supposedly a cheaper alternative to some of the competition but the down side is we wasted millions trying to make this thing work when in reality it never would. Its a broken smoldering pile. STEER CLEAR\! ----- ### "A highly mature product with all Industry leading features" — 5.0/5 > **Saumendra** | *October 28, 2022* | Information Technology & Services | Recommendation rating: 10.0/10 > > **Pros**: 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. > > **Cons**: A bit resource heavy on server side. > > Life is supper cool as all the compliance and industry standard practices are taken care by core of the application framework \!\! ----- ### "Classical Service Desk Product" — 4.0/5 > **Verified Reviewer** | *March 12, 2019* | Computer Networking | Recommendation rating: 6.0/10 > > **Pros**: One of the classical SD product developed using legacy and proprietary language but well advanced technical product. > > **Cons**: Customization and downtime is hours if you migrate or upgade > > Streamline the ITIL process of an organization and help automating their IT infrastructure ----- Page: 1 / 2\ Next: [Next page](https://www.getapp.ca/software/2049821/ca-service-desk-manager?page=2) ## Links - [View on GetApp](https://www.getapp.ca/software/2049821/ca-service-desk-manager) ## This page is available in the following languages | Locale | URL | | en | | | en-AE | | | en-AU | | | en-CA | | | en-GB | | | en-IE | | | en-NZ | | | en-SG | | | en-ZA | | ----- ## Structured Data