Ca Service Desk Manager to help IT service desk analysts, deliver customer service without the fear of overbearing processes or metrics. With the solution, teams can embrace teamwork rather than work from siloed knowledge stashes and disjointed communications.
Customer Reviews
Consultant in Information Technology and Services
Advanced user of Clarity SDMWe have this implemented on premise environment. We implemented it in server group with 16 application servers and 4 web servers and 2 load balancer to handle traffic of more than 2000 users at a time. I found it very stable application and easy to customize. Reporting is also easy but very limited so we have SAP BO for reporting purpose. We implemented it in multi tenancy environment with more than 1000 small and large customers.
Every time we do customization we need to restart all the servers to take effect. Sometime a small change need downtime and restart all servers. We face lot of performance issue while reporting. Overcharged by CA for less valuable product. Roles and licensing are complicated.
I would suggest there are other robust cloud solution are available in market so please consult with them first before making decision for it. It lacks lot of functionality and also takes lot of time to customize and a single change implementation takes downtime of all servers.
We used it to provide ITIL functionality to our customers using Incident, change, knowledge and problem management. We did implementation for HP UCMDB with it to use it at full potential. we had it integrated with other monitoring application like SCOM, NAGIOS for raising alert and dashboard.
