Product(s): CA Service Management
Overall Comment:"CA Service Management is an enterprise IT service management (ITSM) platform to handle incidents, problems and changes following ITIL best practices. It's strength includes strong workflow automation, SLA monitoring and integration with other tools in the ecosystem. However, the UI and flow feels less modern and should be upgraded for personalization, customization and maintenance. The customer service is responsive and ready to work with the customer to solve the problem."
1. Provides integrated incident, problem, change, request and knowledge management in single platform. 2. Highly configurable workflows to automate ticket routing, approvals, escalations and SLA tracking. 3. Includes a strong knowledge base for integration with chatbots and self-help capabilities.
1. While it is highly customizable tailoring workflows often requires specialized expertise. 2. UI is dated and less intuitive 3. Out of the box integrations are very few