CA Service Desk Manager

Basic Information

Broadcom CA Service Desk Manager (CA SDM) is a comprehensive IT service management (ITSM) solution designed to streamline IT operations and enhance service delivery. It is part of the broader CA Service Management suite.

• Model: CA Service Desk Manager (part of CA Service Management)
• Latest Stable Version: CA Service Management 17.4, which includes CA Service Desk Manager 17.4.
• Release Dates:
  • CA Service Management 17.3: Initial General Availability (GA) on March 31, 2020.
  • CA Service Management 17.2: Initial GA on March 18, 2019.
  • CA Service Management 17.4: Released to encourage migration from 17.3.
• Minimum Requirements:
  • CPU: Dual Processor 2.0 GHz (minimum for small environments).
  • RAM: 6 GB (minimum for small environments).
  • Disk Space: 8 GB (minimum for small environments, increasing with database growth).
• Supported Operative Systems:
  • Microsoft Windows Server (2012 R2, 2016, 2019).
  • Red Hat Enterprise Linux (RHEL) 7.x, 8.x.
  • SUSE Linux Enterprise Server 12 SP2.
• End of Support Date: Technical support for CA Service Management 17.3 (including CA Service Desk Manager 17.3) ended on July 31, 2024. Users are encouraged to migrate to version 17.4.
• End of Life Date: Broadcom provides product lifecycle information, including End-of-Service (EOS) and End-of-Life (EOL) dates, through its support portal.
• Auto-update Expiration Date: Not typically applicable for this enterprise software.
• License Type: Licensed by the number of Concurrent Analysts, with options for "Full License" and "Analyst License." The Full License includes limited entitlements to CA Cohesion and CA Process Management for Workflows.
• Deployment Model: Supports on-premise, cloud-hosted, and web-based deployments. It also supports conventional and advanced availability configurations, and container deployment on Kubernetes (e.g., Kubernetes 1.15.x, 1.21.x as of version 17.3.0.3).

Technical Requirements

Broadcom CA Service Desk Manager requires robust server infrastructure, with specifications varying based on deployment size (small, medium, large) and chosen architecture (conventional, advanced availability, containerized).

• RAM:
  • Small environment: Minimum 6 GB.
  • Medium environment: Minimum 16 GB.
  • Each webengine/domsrvr pair: At least 1 GB.
  • Kubernetes node: Minimum 16 GB.
• Processor:
  • Small environment: Minimum Dual Processor 2.0 GHz.
  • Each webengine/domsrvr pair: One dedicated processor core.
  • Kubernetes node: Minimum 8 cores.
• Storage:
  • Disk Space: 8 GB minimum for small environments, 16 GB minimum for medium environments (accommodates database growth).
  • Database (MDB) data files: At least 2 GB.
  • Installer temporary space: At least 4 GB.
  • Kubernetes node: Minimum 200 GB.
• Display: Not specified for server components; client access is web-based, requiring standard display capabilities.
• Ports: Specific ports are required for communication between various CA SDM components, database servers, and client access. These are typically configured during installation and deployment.
• Operating System:
  • Microsoft Windows Server (2012 R2, 2016, 2019).
  • Red Hat Enterprise Linux (RHEL) 7.2 (x86; 64-bit), RHEL 8.1 (x86, 64-bit from 17.3.0.2 onwards).
  • SUSE Linux Enterprise Server 12 SP2 (64-bit).
  • Container base images: CentOS 8.2 for CA SDM 17.3.0.3 containers.

Analysis of Technical Requirements: CA Service Desk Manager is a resource-intensive enterprise application, particularly for medium to large deployments. The requirements highlight the need for dedicated server resources, especially for CPU and RAM, to ensure optimal performance and support a significant number of concurrent users. The support for both Windows and Linux server environments, along with containerization on Kubernetes, offers deployment flexibility. Database growth is a key consideration for storage planning. The system is designed for scalability, allowing additional webengine and domsrvr pairs to serve more users, provided sufficient hardware resources are available.

Support & Compatibility

Broadcom maintains a support matrix for CA Service Desk Manager, detailing compatibility with various operating systems, databases, and third-party components.

• Latest Version: CA Service Management 17.4.
• OS Support:
  • Microsoft Windows Server (2012 R2, 2016, 2019).
  • Red Hat Enterprise Linux (RHEL) 7.2, 8.1.
  • SUSE Linux Enterprise Server 12 SP2.
• End of Support Date: Technical support for CA Service Management 17.3 ended on July 31, 2024. Broadcom encourages migration to 17.4 for continued support and access to new features.
• Localization: The software supports multiple languages, including Chinese, English, French, German, Italian, Japanese, and Spanish. It also handles UTF-8 locales for Linux/UNIX platforms and allows for customization of date formats.
• Available Drivers: Requires specific database client installations, such as Oracle Client 64-bit, for database connectivity.

Analysis of Overall Support & Compatibility Status: Broadcom provides active support for the latest versions of CA Service Desk Manager, with a clear lifecycle policy that includes End of Service announcements to guide customers on upgrade paths. The extensive OS support ensures compatibility with common enterprise server environments. Localization options cater to a global user base. While specific drivers are not typically "installed" for the software itself, compatibility with database drivers and other integrated components is crucial and well-documented. Users must stay updated with the latest releases to ensure continued technical support and access to security patches and enhancements.

Security Status

Security is a critical aspect of CA Service Desk Manager, incorporating various features and requiring diligent management of known vulnerabilities.

• Security Features:
  • ITIL-based framework for secure service management.
  • Authentication methods: Integration with CA EEM (Enterprise Entitlement Manager), LDAP directories, and operating system authentication.
  • Session management: Configurable session timeouts and encryption of session IDs to address vulnerabilities.
  • Access Types and Data Partitions for granular access control.
  • Multi-tenancy support.
• Known Vulnerabilities:
  • CVE-2018-19634: Allows malicious actors to access survey information (versions 14.1 and 17).
  • CVE-2018-19635: Allows privilege escalation in the user interface (versions 14.1 and 17).
  • Log4j vulnerabilities (CVE-2021-44228, CVE-2021-45046): Affected versions 17.2 and 17.3, requiring specific workarounds or upgrades.
  • Other identified vulnerabilities include missing security headers, outdated software versions, insecure session management, and information disclosure.
• Blacklist Status: Not applicable for software in the traditional sense; however, security advisories and CVEs are regularly published by Broadcom and tracked by security databases.
• Certifications: Adheres to ITIL (Information Technology Infrastructure Library) best practices.
• Encryption Support: Supports encryption of session IDs to enhance security.
• Authentication Methods: Integrates with CA EEM for centralized user management and authentication, supports LDAP for directory integration, and can use operating system authentication.
• General Recommendations: Broadcom recommends applying all available patches and cumulative updates, configuring secure session management (e.g., reducing session timeout), and ensuring proper protection of sensitive data in compliance with organizational policies. Addressing Log4j vulnerabilities requires specific mitigation steps or upgrades.

Analysis on Overall Security Rating: CA Service Desk Manager incorporates standard enterprise security features, including robust authentication and access control mechanisms. However, like many complex enterprise applications, it has experienced known vulnerabilities, necessitating continuous patching and adherence to Broadcom's security advisories. The presence of critical CVEs in past versions underscores the importance of maintaining the software at its latest stable and patched state. Organizations must implement recommended security configurations and integrate with secure authentication systems like CA EEM or LDAP to mitigate risks effectively.

Performance & Benchmarks

Performance of Broadcom CA Service Desk Manager is highly dependent on the underlying infrastructure and configuration, with scalability built into its architecture.

• Benchmark Scores: Specific, publicly available benchmark scores are not readily provided. Performance is typically measured in real-world deployments based on user load and transaction volume.
• Real-world Performance Metrics:
  • Scalability: Each webengine and domsrvr pair can serve approximately 200-250 users, allowing for system scaling by adding more pairs.
  • Improved efficiency: Designed to help IT service desk analysts deliver customer service efficiently.
  • Customer satisfaction: Users report increased customer satisfaction (e.g., from 68% to 95%) and improved SLA adherence.
• Power Consumption: As a software product, CA SDM itself does not consume power directly. However, its operation necessitates significant server hardware, which contributes to power consumption and associated carbon footprint. Efficient sizing and virtualization can help manage these aspects.
• Carbon Footprint: Indirectly related to the power consumption of the underlying server infrastructure. Optimized deployment and hardware utilization can minimize this.
• Comparison with Similar Assets: CA Service Desk Manager competes with other major ITSM platforms such as BMC Remedy, ServiceNow, FrontRange ITSM, Cherwell Service Management, and open-source alternatives like GLPI. While some historical user feedback noted its UI and integrations lagged, it is recognized as a solid and scalable solution, particularly for large organizations.

Analysis of Overall Performance Status: CA Service Desk Manager is engineered for enterprise-level performance and scalability, capable of supporting hundreds of concurrent users through its distributed architecture. Its performance is directly tied to the allocation of adequate hardware resources and proper configuration. While direct benchmark scores are not public, user feedback indicates positive real-world performance in terms of efficiency and customer satisfaction when properly implemented. Organizations should plan their infrastructure carefully to match their user base and expected workload.

User Reviews & Feedback

User reviews and feedback for Broadcom CA Service Desk Manager highlight its strengths as a comprehensive ITSM tool, while also pointing out areas for improvement.

• Strengths:
  • Comprehensive ITSM capabilities: Excels in incident, problem, change, request, configuration, and knowledge management.
  • User-friendly interface: Enhances overall user experience and simplifies navigation.
  • Strong self-service options: Empowers users to resolve common issues independently.
  • Seamless integration: Integrates with other business applications for better workflow management.
  • Powerful reporting and analytics: Provides insights for strategic decision-making and continuous service improvement.
  • Solid and scalable solution: Suitable for large organizations with extensive user needs.
  • Improved customer satisfaction and SLA adherence: Reported by users after implementation.
  • Modern user experience: The xFlow analyst user interface provides contextual information and supports collaborative teamwork.
• Weaknesses:
  • Historical UI/integration challenges: Some past feedback indicated the user interface, tool capabilities, and integrations fell behind competitors.
  • High administration overhead: Can be complex to manage for smaller organizations.
  • Reporting capabilities: Historically, some users found reporting to be a weakness.
  • Significant hardware and configuration needs: Requires substantial resources and careful setup.
• Recommended Use Cases:
  • Incident, request, problem, change, configuration, and knowledge management.
  • Web-based ticketing system with self-service portals.
  • Ideal for large enterprises requiring a robust, ITIL-compliant ITSM solution.

Summary

Broadcom CA Service Desk Manager is a robust and comprehensive enterprise asset management solution, forming a core component of the CA Service Management suite. It offers a wide array of ITIL-aligned functionalities, including incident, problem, change, request, configuration, and knowledge management, making it a versatile choice for organizations seeking to optimize their IT service delivery.

Strengths: The asset excels in providing a scalable platform capable of handling large user bases and complex IT environments. Its modern xFlow interface enhances the analyst experience through collaborative tools and data-driven intelligence. Strong self-service options and powerful reporting and analytics tools contribute to improved customer satisfaction and operational efficiency. The flexibility of deployment models, including on-premise, cloud, and containerized options, caters to diverse infrastructure strategies.

Weaknesses: Historically, some users have noted that the user interface and integration capabilities lagged behind competitors, and the system can have a high administrative overhead, particularly for smaller organizations. The software also demands significant hardware resources, requiring careful planning and investment in underlying infrastructure. The continuous emergence of vulnerabilities, such as the Log4j issues, highlights the necessity for ongoing patching and security management.

Recommendations: Broadcom CA Service Desk Manager is highly recommended for large enterprises and organizations with complex IT environments that require a feature-rich, scalable, and ITIL-compliant ITSM solution. Prospective implementers should ensure adequate hardware resources are allocated and that IT staff are proficient in its administration to maximize its benefits. Regular application of patches and updates is crucial for maintaining security and leveraging the latest features. Organizations should also actively engage with Broadcom's support resources and documentation to stay informed about product lifecycles and best practices. For those seeking to modernize their ITSM, migrating to the latest version (17.4) is essential to ensure continued support and access to enhancements.

The information provided is based on publicly available data and may vary depending on specific device configurations. For up-to-date information, please consult official manufacturer resources.