Broadcom Inc.

CA Service Management

7.3 /10

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.

87 Likeliness to Recommend

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

+82 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?

5% Negative

0% Neutral

95% Positive

Pros

Friendly Negotiation
Acts with Integrity
Over Delivered
Helps Innovate

Feature Ratings

Average 88

Reporting

Multi-Site Functionality

Systems Management Integration

Integrated Knowledge Management

Integration With IT Tools

Service Catalog

Business Application Integration

Multi Device Capability

End User Support Solutions

End User Self Serve

Technician Administration

Vendor Capability Ratings

Average 84

Business Value Created

Quality of Features

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

Vendor Support

Breadth of Features

CA Service Management Reviews

Don C.

Role: Information Technology
Industry: Insurance
Involvement: End User of Application

Validated Review

Verified Reviewer

Submitted Nov 2020

Great project management tool.

Likeliness to Recommend

8 /10

What differentiates CA Service Management from other similar products?

Ease of use and smooth interface for processing projects.

What is your favorite aspect of this product?

Great layout and easy of accounting.

What do you dislike most about this product?

Not always the easiest to log into the interface.

What recommendations would you give to someone considering this product?

Great project for keeping accountability of projects and peers.

Pros

Friendly Negotiation
Helps Innovate
Continually Improving Product
Reliable

Aliyu S.

Role: C-Level
Industry: Technology
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2020

This product is unique

Likeliness to Recommend

10 /10

What differentiates CA Service Management from other similar products?

Clarity SM is different from other similar products because it has a simple interface for ticket creation and incident management, ability to generate reports on incident tickets.

What is your favorite aspect of this product?

My favorite aspect of this product is Helpdesk ticketing and incident management system, with in this ticketing system, tickets can be easily assigned to other teams or other individual.

What do you dislike most about this product?

The one thing I didn't like in Clarity SM is that it requires more clicks to route between multiple cases.

What recommendations would you give to someone considering this product?

Clarity SM is efficient for logging in and tracking information. It is a great management tool. Great tool to pull information from for reporting or auditing purposes. I also like the fact that navigation around the tool happens quickly and it is not slow when clicking through the tool to get work done faster.

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Trustworthy

Role: Information Technology
Industry: Gaming and Hospitality
Involvement: End User of Application

Validated Review

Anonymous Reviewer

Submitted Oct 2020

Great tool for keeping track of hours

Likeliness to Recommend

8 /10

Pros

Helps Innovate
Performance Enhancing
Enables Productivity
Inspires Innovation

CA Service Management

What is CA Service Management?

Company Details

Need Assistance?

CA Service Management Ratings

87 Likeliness to Recommend

95 Plan to Renew

83 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+82 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

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.

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

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.

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.

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.

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.

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

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

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.

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.

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.

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

Don C.

Great project management tool.

Likeliness to Recommend

Pros

Aliyu S.

This product is unique

Likeliness to Recommend

Pros

Great tool for keeping track of hours

Likeliness to Recommend

Pros

Feature Ratings

Reporting

Multi-Site Functionality

Systems Management Integration

Integrated Knowledge Management

Integration With IT Tools

Service Catalog

Business Application Integration

Multi Device Capability

End User Support Solutions

End User Self Serve

Technician Administration

Vendor Capability Ratings

Business Value Created

Quality of Features

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

Vendor Support

Breadth of Features