My experience indicates that it needs enhancements in the UI. We are in 2024, and the GUI doesn't meet current expectations for user interfaces or Excel integration. Mainly, CA Service Desk has such a bad user interface. All features and systems, like servers, should have a modern graphical user interface, but CA Service Desk remains classic and still uses a desktop-based interface. It doesn't add features easily; if you need additional functionality, you have to go through many steps. Competitors like ServiceNow, Micro Focus SMAX, and ManageEngine all have better user interfaces. This is the main solution that needs improvement. I am very satisfied with the modeling systems, the grid, and the existing features, except for the graphical user interface.
Product Manager at a healthcare company with 10,001+ employees
Real User
May 19, 2021
The UI could be better. When I look at the dashboard, for example, the information looks cluttered and unorganized. It needs to work on having better visual representations on hand for the users. Sometimes you don't get real-time data on if an application goes down. I need to look for data points in the dashboard, and usually, it takes some time to get loaded into a system. Therefore, there's a delay in seeing the information that' the most important to us. It would be ideal if we had guaranteed real-time visibility on everything. We have a few hiccups during deployment. It didn't go as smoothly as we hoped. It's a bit complex. The solution could be more stable. It would be useful if there was container monitoring and monitoring for Kubernetes. Analysts are expecting this. The solution needs to ensure it is relevant for current complex IT environments.
Find out what your peers are saying about Broadcom, Zabbix, BMC Helix and others in Application Performance Monitoring (APM) and Observability. Updated: January 2026.
Application Performance Monitoring (APM) and Observability help improve the efficiency of applications by providing visibility and insights into system performance.
Application Performance Monitoring and Observability involve tracking and analyzing the performance of applications and infrastructure. APM focuses on detecting and diagnosing performance issues, while Observability emphasizes gaining insight into the internal state of systems. By combining these approaches, IT teams can ensure...
My experience indicates that it needs enhancements in the UI. We are in 2024, and the GUI doesn't meet current expectations for user interfaces or Excel integration. Mainly, CA Service Desk has such a bad user interface. All features and systems, like servers, should have a modern graphical user interface, but CA Service Desk remains classic and still uses a desktop-based interface. It doesn't add features easily; if you need additional functionality, you have to go through many steps. Competitors like ServiceNow, Micro Focus SMAX, and ManageEngine all have better user interfaces. This is the main solution that needs improvement. I am very satisfied with the modeling systems, the grid, and the existing features, except for the graphical user interface.
The UI could be better. When I look at the dashboard, for example, the information looks cluttered and unorganized. It needs to work on having better visual representations on hand for the users. Sometimes you don't get real-time data on if an application goes down. I need to look for data points in the dashboard, and usually, it takes some time to get loaded into a system. Therefore, there's a delay in seeing the information that' the most important to us. It would be ideal if we had guaranteed real-time visibility on everything. We have a few hiccups during deployment. It didn't go as smoothly as we hoped. It's a bit complex. The solution could be more stable. It would be useful if there was container monitoring and monitoring for Kubernetes. Analysts are expecting this. The solution needs to ensure it is relevant for current complex IT environments.