# CA Service Desk Manager Reviews **Vendor:** Broadcom **Category:** [Service Desk Software](https://www.g2.com/categories/service-desk) **Average Rating:** 4.2/5.0 **Total Reviews:** 20 ## About CA Service Desk Manager Formerly known as CA Service Management, Clarity SM believes delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. Clarity SM (Service Management) delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count. And for decision makers, business value reporting and transparency into service consumption and cost provide effective management insights. Clarity SM is designed for humans and built for service, so you can provide incredible service. ## CA Service Desk Manager Reviews ### 1. User friendly service desk **Rating:** 4.5/5.0 stars **Reviewed by:** Ajay K. | Lead IT Engineer, Enterprise (> 1000 emp.) **Reviewed Date:** December 17, 2022 **What do you like best about CA Service Desk Manager?** I like the ui of this product, it is very easy to navigate through , learn all the features, configuration items, cmdb mapping and price of the product. It offers great features in good price. **What do you dislike about CA Service Desk Manager?** It is not suited for large organisations, not a cloud based solution. It works best with ca products only. There are limits for concurrent users login. Not up to the market **What problems is CA Service Desk Manager solving and how is that benefiting you?** We used it for helpdesk, customer facing tools to raise requests , track sla, incident management,automatic tickets from other tools like ca spectrum. It is good tool as per our expectations and budget ### 2. Full stack developer **Rating:** 5.0/5.0 stars **Reviewed by:** IDAN A. | DEVELOPMENT TEAM LEADER, Enterprise (> 1000 emp.) **Reviewed Date:** January 28, 2023 **What do you like best about CA Service Desk Manager?** You can develop and integrate everything with CA SDM **What do you dislike about CA Service Desk Manager?** Old UI, but can customize it very quickly and easy **What problems is CA Service Desk Manager solving and how is that benefiting you?** Every business problem I had I developed solution for it in CA SDM ### 3. Best Ticketing system tool **Rating:** 5.0/5.0 stars **Reviewed by:** Prabakaran S. | Software Engineer, Mid-Market (51-1000 emp.) **Reviewed Date:** March 28, 2022 **What do you like best about CA Service Desk Manager?** Most of the Top IT companies use this tool nowadays for logging the tickets with the issues raised by the customer and the service desk help the employees to decide the priorities for the issue and make them work faster based on the priorities **What do you dislike about CA Service Desk Manager?** It is old tool and some more functionalities can be added in the tool to make it better.Not as customizable as service now .Auto scheduling of reports and visualisation should be added for better representation of data. **Recommendations to others considering CA Service Desk Manager:** Very Good Ticketing Tool for the Organisations **What problems is CA Service Desk Manager solving and how is that benefiting you?** We have solved many critical issues in priorities with the help of this tool.It does not require any training to use the tool.One can learn the tool by simply toggling between the options in the tool ### 4. IT Service Management Tool **Rating:** 4.5/5.0 stars **Reviewed by:** Navis M. | Maximo Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** April 20, 2022 **What do you like best about CA Service Desk Manager?** I used this platform for IT service management in order to maintain all Incident requests and change orders raised by business. Its helping a lot to keep track of all requests in a single site and Its even having SLA calculations and includes many groups and users with out any lag on performance as well. **What do you dislike about CA Service Desk Manager?** I felt the navigation on requests should have some more easy navigation links or tabs to navigate to the requests in just a click. When ever I need to track my request, I need to go through via service desk only. There it wants me to go with many navigations to find out the request. Thats It, Other than this navigational thing I didnt faced any performance lag or etc. **What problems is CA Service Desk Manager solving and how is that benefiting you?** With this I used to handle IT service management things like handling Incidents and requests and Change orders what ever business needs to do on the softwares and sites which they are using in their organization to work for the growth. It does its job by keep track of incidents and requests with SLA's and maintaing N number of teams and users to assign the tickets to responsible teams to resolve it. ### 5. Amazing ITSM Service Desk tool **Rating:** 4.0/5.0 stars **Reviewed by:** Varun D. | Team Lead, Enterprise (> 1000 emp.) **Reviewed Date:** July 17, 2022 **What do you like best about CA Service Desk Manager?** The GUI of this tool is user friendly and captures much more details related to requests and incidents with proper configuration items available to categorise the tickets. **What do you dislike about CA Service Desk Manager?** The software is outdated in appearance as compared to its competitors. Also sometimes it lags and is slow in response. The reporting analytics are a bit better in other similar software available in the market. **What problems is CA Service Desk Manager solving and how is that benefiting you?** It is very much easier to inter link CA Service Desk Manager with CA spectrum monitoring tool and helps in managing the incident, change and problem management. ### 6. CA Service Desk **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Mid-Market (51-1000 emp.) **Reviewed Date:** March 09, 2022 **What do you like best about CA Service Desk Manager?** CA service desk is simple and has all the sections required to manage and respond to tickets accordingly. you can also assign tickets to external parties and manage remotely. **What do you dislike about CA Service Desk Manager?** i dislike the fact of having it on-site especially if you have multiple customers on hand, this means maintenance of it will be high if for instance there is a bug or upgrade to be made **Recommendations to others considering CA Service Desk Manager:** looking for a service desk to work on site this can be a good choice **What problems is CA Service Desk Manager solving and how is that benefiting you?** it helps with ticket management for clients not yet trying to access our cloud base infrastructure and want to be independent with the application they use for ticket management ### 7. Best online Desktop tool **Rating:** 5.0/5.0 stars **Reviewed by:** Raghuraman S. | Corporate Banking, Enterprise (> 1000 emp.) **Reviewed Date:** February 06, 2022 **What do you like best about CA Service Desk Manager?** CA Desktop is a user-friendly desktop. Even working with many people, I don't face any latency in using this application. During covid -19, we don't have any latency issues. **What do you dislike about CA Service Desk Manager?** Loading time take long time while launching the application. Sometimes during emergency its make irritating. Thats makes very irritating even a session killing. Switching one system to another system is bit difficult. The application are slower then usual. The moment after switing the one meachine to another meachine is very bad.65 **Recommendations to others considering CA Service Desk Manager:** Very good desktop application. During covid 19 this application never face any outages. This application works with low data bandwith. CA Desktop is fast and nerver lag during work. I have use this appliucation for longer time. Very good aaplication, i loveit all. **What problems is CA Service Desk Manager solving and how is that benefiting you?** Before switching between one machine to another machine, we do entirely shut down all the applications, which makes it much better performance for a whole day. ### 8. Super Connection tool for the Organisation which uses citrix **Rating:** 5.0/5.0 stars **Reviewed by:** Venkatesan P. | Senior Analyst, Enterprise (> 1000 emp.) **Reviewed Date:** March 03, 2022 **What do you like best about CA Service Desk Manager?** if you are facing any network issue, the Desktop brings back where we left, and it is integrated with the Citrix so that it is user friendly to kill the previous sessions anything went wrong **What do you dislike about CA Service Desk Manager?** If any application in the Current session faces slowness, we need to kill the entire session, and there is no option to kill the particular application like taskmanager. **Recommendations to others considering CA Service Desk Manager:** CA Desktop is user friendly, and it is beneficial software in the working environment where the network fluctuation present **What problems is CA Service Desk Manager solving and how is that benefiting you?** Most of the problems will come if any application behaves abnormally. We will conduct session kill using the Citrix workspace and resolve the issue. we have the problem of viewing the standard desktop if it connects to CA Deskop ### 9. Good ITIL Ticketing Software **Rating:** 4.0/5.0 stars **Reviewed by:** Irfanudeen S. | Senior Academic Counsellor, Enterprise (> 1000 emp.) **Reviewed Date:** February 28, 2022 **What do you like best about CA Service Desk Manager?** CA Service Desk Manager almost address all our ITSM needs and flag tickets concerning the levels of the breach. It is also best for managing the issued tickets with inline editing. The support system of the CA is quick and effective in the technical aspects. **What do you dislike about CA Service Desk Manager?** The report display should be simple with graphical representation options like bar charts graphs for better understanding. It's hard for us to get customized reports. **What problems is CA Service Desk Manager solving and how is that benefiting you?** I use CA Service to manage all the tickets raised by the employees and the clients. It having all the solutions for my ITSM needs. I implement rules, workflows, etc. I transfer the tickets with my team for query resolving. The inline editing enable us to edit multiple ticket at once. ### 10. key for ITSM **Rating:** 3.5/5.0 stars **Reviewed by:** sarath k. | Associate Consultant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 17, 2022 **What do you like best about CA Service Desk Manager?** Even though large number of users logged in simultaneously, there is no discrepancies found on the UI. Ecosystem across the CA products are seamless. servicedesk application can be accessed outside the network without compromising the security. **What do you dislike about CA Service Desk Manager?** Frequency, export option on the GUI is hung. can only be fixed upon the recycling the services. Difficult to export change task report. **What problems is CA Service Desk Manager solving and how is that benefiting you?** Dual users can't be edit the same ticket simultaneous It requires only minimal training to use the tool. ### 11. Best Helpdesk management **Rating:** 4.5/5.0 stars **Reviewed by:** Tamil s. | Academic counselor, Mid-Market (51-1000 emp.) **Reviewed Date:** February 08, 2022 **What do you like best about CA Service Desk Manager?** This application is effortless to use. It is the best when it comes to training since the application is easy to understand, and employees can catch up on the work process quickly. Easy to upgrade and installation is handy, along with good documentation and support **What do you dislike about CA Service Desk Manager?** The application also freezes quite a bit and a user will have to quite often close and reopen broser to get it functioning properly **Recommendations to others considering CA Service Desk Manager:** Highly recommended, Excellent workflow management **What problems is CA Service Desk Manager solving and how is that benefiting you?** The database is very clean and easy to manipulate regarding querying available data and needing to find the right table. It is an excellent way to document all work done by each tech. The User interface is awesome ### 12. Helps Immensely with Data Analysis **Rating:** 5.0/5.0 stars **Reviewed by:** Desiree G. | Student Intern, Enterprise (> 1000 emp.) **Reviewed Date:** December 21, 2021 **What do you like best about CA Service Desk Manager?** I like how Clarity allows my users to enter data in the system easily. Clarity provides the opportunity to easily pull this data as well! **What do you dislike about CA Service Desk Manager?** One thing I dislike about Clarity is probably having to add users for access. This is pretty tricky at times and can get super confusing. Other than this, the software is awesome. **Recommendations to others considering CA Service Desk Manager:** It will be hard at first! Have patience with yourself. With time it will become second-nature **What problems is CA Service Desk Manager solving and how is that benefiting you?** The data Clarity provides allow me to ensure employees are having a work-life balance! ### 13. Big and Powerful Software **Rating:** 4.5/5.0 stars **Reviewed by:** T S. | Business Development Manager, Logistics and Supply Chain, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2022 **What do you like best about CA Service Desk Manager?** Easy to transfer tickets within teams, with inline editing to edit multiple tickets at once makes it easier for the batters to manage queues **What do you dislike about CA Service Desk Manager?** Customization and downtime is hours if you migrate or upgrade **Recommendations to others considering CA Service Desk Manager:** Best, Highly recommended **What problems is CA Service Desk Manager solving and how is that benefiting you?** Detailed service desk tool with lots of features and functions needed for a complete service management system ### 14. Best in class tool **Rating:** 5.0/5.0 stars **Reviewed by:** Abhishek C. | Citrix,Appsense,Azure,Vmware,PVS, Enterprise (> 1000 emp.) **Reviewed Date:** May 26, 2022 **What do you like best about CA Service Desk Manager?** It has all the required features and tools built in for a service desk requirement. **What do you dislike about CA Service Desk Manager?** There is nothing as such to be described as negative **What problems is CA Service Desk Manager solving and how is that benefiting you?** Sending emails on incidents Problem incident Change management All priority incidents request ### 15. Digital one stop platform **Rating:** 5.0/5.0 stars **Reviewed by:** Verified User in Outsourcing/Offshoring | Small-Business (50 or fewer emp.) **Reviewed Date:** March 08, 2022 **What do you like best about CA Service Desk Manager?** CA service desk manager helps people to perform professional tasks. It also provides good customer service without any fear on performance. It also acts as modern platform for recent tasks. **What do you dislike about CA Service Desk Manager?** Sometime this tool acts slow when multiple users launch the app at the same time. When this app crushes there is no option to kill or end. When we try to do that the entire opend app getting end tasked. **Recommendations to others considering CA Service Desk Manager:** This is one of the best way to obtain all app at one platform. **What problems is CA Service Desk Manager solving and how is that benefiting you?** CA service helps professionals to perform day today tasks. It helps business consumers, IT professionals and decision makers. It provide speedy support when compare to other digital platforms. ### 16. Slow Progress But Worth It **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Information Technology and Services | Small-Business (50 or fewer emp.) **Reviewed Date:** July 07, 2021 **What do you like best about CA Service Desk Manager?** There are many different features within Clarity SM that take a while to navigate to the level needed to utilize effectively. Once you've done that it's a great program. Specifically, I enjoyed the organization of support tickets along with the prioritization of the tickets. The organization and display of all the tickets is aesthetically pleasing and made it easier to navigate. **What do you dislike about CA Service Desk Manager?** Much like I said before- it takes a little while to fully understand how to use the program. For someone more entry-level- they may have difficulty fully understanding the program- there is not a lot of explanation throughout. Since there are so many different programs it took me a while to understand how to utilize things such as the collaboration feature. **What problems is CA Service Desk Manager solving and how is that benefiting you?** Clarity SM allows us to track problems that arise within our group and technologies.It has streamlined this process for us. It has also addressed decreasing escalations within customers we service. ### 17. Clarity Service Management experience **Rating:** 1.5/5.0 stars **Reviewed by:** Ahmed I. | System Architect ITSM application, Higher Education, Mid-Market (51-1000 emp.) **Reviewed Date:** September 30, 2021 **What do you like best about CA Service Desk Manager?** The software is ITIL-based, making processes easier to handle and route to the right teams—a lot of available fields to use, so there is a little flexibility. **What do you dislike about CA Service Desk Manager?** It is a resource hog; the UI is outdated, support has been awful, the system used to be a leader in the ITSM space, and now has completely dropped off the Gartner magic quadrant. Cost, the initial price of investment is high, and then the licensing model makes the system even more cost-prohibitive. **What problems is CA Service Desk Manager solving and how is that benefiting you?** We had expanded our use of ITIL processes, so the tool helped with that; it didn't do anything any of the other tools at the same cost level could have done. ### 18. User friendly **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Accounting | Small-Business (50 or fewer emp.) **Reviewed Date:** February 03, 2022 **What do you like best about CA Service Desk Manager?** The user interface is easy to use for management, workflows and reports. **What do you dislike about CA Service Desk Manager?** The biggest downfall is, to my knowledge, it's only accessible on windows devices. So no Apple products and mobile devices. **What problems is CA Service Desk Manager solving and how is that benefiting you?** The cloud-based software provides easy to use workflows. ### 19. Quick and Easy Incident tracking and reporting **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Government Administration | Enterprise (> 1000 emp.) **Reviewed Date:** August 04, 2021 **What do you like best about CA Service Desk Manager?** I like the fact how it is easy to enter requests and track incident reporting. The new Service Point features enable our team to clearly assist end users. **What do you dislike about CA Service Desk Manager?** At the time of reviewing an incident, there is an overload of information on the same screen, and it can be not easy to dicern across too many fields on the screen. **What problems is CA Service Desk Manager solving and how is that benefiting you?** The primary goal is to manage portfolios and projects and to manage the software ### 20. Great tool that encompassing all service needs **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Hospital & Health Care | Enterprise (> 1000 emp.) **Reviewed Date:** September 29, 2017 **What do you like best about CA Service Desk Manager?** All information from requests/incidents/problems, to knowledge, to change management can be found all in the same tool. **What do you dislike about CA Service Desk Manager?** There are a lot of bells and whistles during configuration that can be overwhelming. **What problems is CA Service Desk Manager solving and how is that benefiting you?** 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 Desk Manager Discussions - [What is CA Service Desk Manager used for?](https://www.g2.com/discussions/what-is-ca-service-desk-manager-used-for) - [What is CA Service?](https://www.g2.com/discussions/what-is-ca-service) - [What is CA Service Management?](https://www.g2.com/discussions/what-is-ca-service-management) - [What is CA SDM?](https://www.g2.com/discussions/what-is-ca-sdm) - [What is Clarity software used for?](https://www.g2.com/discussions/ca-service-desk-manager-what-is-clarity-software-used-for) - [View CA Service Desk Manager pricing details and edition comparison](https://www.g2.com/products/ca-service-desk-manager/reviews?section=pricing&secure%5Bexpires_at%5D=2026-06-08+23%3A01%3A44+-0500&secure%5Bsession_id%5D=88dde9eb-79cf-43d7-91c5-14e34506d338&secure%5Btoken%5D=d907a4f5b957cf556bd46d6a1206c03d4a68093215985aeb23073d03e6285c00&format=llm_user) ## CA Service Desk Manager Features **Administration** - Change Management - Asset Management - Reports & Analytics **Incident Management** - Automate Ticket Routing - Ticket Prioritization - Ticket Notifications - Knowledge Base - Knowledge Base/Ticket Integration **Service Desk** - Help Desk - Incident Reports - Process Workflow **Reporting** - Dashboards - Time Tracking - Surveys **Management** - Reporting - Administration Console - Access Management - Asset Management - Policy Dictation **Access & Usability** - Mobile - Self Service - Active Directory - Multi-Channel Access **Functionality** - Ticketing System - Performance Logging - Alerting - Automation **Agentic AI - Service Desk** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - IT Service Management (ITSM) Tools** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top CA Service Desk Manager Alternatives - [Jira Service Management](https://www.g2.com/products/jira-service-management/reviews) - 4.3/5.0 (958 reviews) - [BMC Helix ITSM](https://www.g2.com/products/bmc-software-bmc-helix-itsm/reviews) - 3.7/5.0 (280 reviews) - [OpenText Service Management Automation X (SMAX)](https://www.g2.com/products/opentext-service-management-automation-x-smax/reviews) - 4.2/5.0 (70 reviews)