Broadcom

CA Service Management

Composite Score

7.4 /10

CX Score

7.6 /10

15 Reviews Write a Review

Claim Software

What is CA Service Management?

Provide teams a way to prioritize work with the context to make decisions, while helping business users to not skip a beat with a simple way to connect with IT.

Company Details

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CA Service Management Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on CA Service Management.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

88 Likeliness to Recommend

97 Plan to Renew

85 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+89 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love CA Service Management?

3% Negative

0% Neutral

97% Positive

Pros

Friendly Negotiation
Acts with Integrity
Over Delivered
Helps Innovate

Feature Ratings

Average 83

Integrated Knowledge Management

Systems Management Integration

End User Self Serve

Integration With IT Tools

Service Catalog

Technician Administration

Business Application Integration

Multi Device Capability

Reporting

Multi-Site Functionality

End User Support Solutions

Vendor Capability Ratings

Average 85

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Quality of Features

Vendor Support

Breadth of Features

CA Service Management Reviews

Sandip K.

Role: Operations
Industry: Telecommunications
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Aug 2023

Assurance of Service Management by Broadcom

Likeliness to Recommend

10 /10

What differentiates CA Service Management from other similar products?

Ease of customization capabilities, Intuitive user interface, On-time technical support, ITIL specific out of the box features, High level integration capabilities with Broadcom and other products, CMDB visualizer capabilities

What is your favorite aspect of this product?

The Most favorite aspect of the CA SM is that it comes up with too intelligent reporting and catalog featured products. CA SM offers wide range of form customizations base on user type/roles. The product offers HA environment with load balancing capabilities. The cause and effect analysis for a CI is value addition part in fault management.

What do you dislike most about this product?

Lack of customization capabilities in new UI introduced since last 3 releases. The New UI need to be customizable as the old one or else customers will not adapt the new UI which could lead in look out to another products offering eye pleasing UIs in the market.

What recommendations would you give to someone considering this product?

If there is a requirement of enhanced user experience and customizable operations in the area of service management, CA Service Management is the preferrable product.

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Hasan K.

Role: Finance
Industry: Banking
Involvement: IT Development, Integration, and Administration

Validated Review

Verified Reviewer

Submitted Sep 2022

IT service desk solution

Likeliness to Recommend

10 /10

What differentiates CA Service Management from other similar products?

The modern IT service desk solution your users will love on-premises and cloud options are ready for you.

What is your favorite aspect of this product?

The mobility and unified self-service features of CA Service Management help you deliver a modern, social media-based user environment.

What do you dislike most about this product?

for me every services good.

What recommendations would you give to someone considering this product?

IT Service Management solutions are the backbone of IT organizations. KnowITSM provides seamless operation between different applications with a single platform approach without standalone modules.

Pros

Performance Enhancing
Enables Productivity
Efficient Service
Effective Service

Kiara G.

Role: Operations
Industry: Engineering
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Jun 2021

Is a good product.

Likeliness to Recommend

9 /10

What differentiates CA Service Management from other similar products?

All the information can be found on the same platform.

What is your favorite aspect of this product?

Comply with information management quickly.

What do you dislike most about this product?

Nothing, everything works fine.

What recommendations would you give to someone considering this product?

Acquire Clarity SM to improve your work.

Pros

Continually Improving Product
Performance Enhancing
Enables Productivity
Unique Features

CA Service Management

What is CA Service Management?

Company Details

Need Assistance?

CA Service Management Ratings

88 Likeliness to Recommend

97 Plan to Renew

85 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+89 Net Emotional Footprint

How much do users love CA Service Management?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Integrated Knowledge Management Database integrated with ticketing system for sharing information between technicians, single source or able to federate multiple sources into a single search.

Systems Management Integration APIs available for straightforward integration with multiple systems management tools such as network monitoring to create tickets for action items. May include aggregated alerts, views and dashboards

End User Self Serve Intuitive portal designed for end users to create incident tickets, request services, and access status and FAQs.

Integration With IT Tools Integration with tools to assist the user which enable connection from within the ticket, capturing information as it is created.

Service Catalog Ability to request products and services through an online catalog that integrates into the ticketing system; may include an app store.

Technician Administration Easily designed forms, templates, task management, and workflows using codeless customization.

Business Application Integration APIs available for straightforward integration with multiple business systems such as ERP or CRM.

Multi Device Capability Intuitive interface for any device for any role (end user, technician, approver) providing access via web or native mobile app for end users and technicians.

Reporting Straightforward data storage with ability to create any reports easily. Dashboards for any role with ability to easily build and modify.

Multi-Site Functionality Central management of dispersed technicians, multiple time zones, operational hours, and automated shift reassignments.

End User Support Solutions Tools to benefit end users such as single sign-on to self-serve, password reset, screen capture in ticket, dynamic FAQ matching to ticket key words.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

CA Service Management Reviews

Sandip K.

Assurance of Service Management by Broadcom

Likeliness to Recommend

Pros

Hasan K.

IT service desk solution

Likeliness to Recommend

Pros

Kiara G.

Is a good product.

Likeliness to Recommend

Pros

Feature Ratings

Integrated Knowledge Management

Systems Management Integration

End User Self Serve

Integration With IT Tools

Service Catalog

Technician Administration

Business Application Integration

Multi Device Capability

Reporting

Multi-Site Functionality

End User Support Solutions

Vendor Capability Ratings

Business Value Created

Usability and Intuitiveness

Ease of Customization

Ease of Implementation

Ease of Data Integration

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Quality of Features

Vendor Support

Breadth of Features