OTRS vs. CA Service Desk Manager
A side-by-side comparison based on G2 review data.
| Metric | OTRS | CA Service Desk Manager |
|---|---|---|
| Overall rating | 4.4 | 4.2 |
| Review count | 38 | 20 |
| Ease of use | 9.3 | 8.4 |
| Ease of setup | 8.2 | 7.4 |
| Quality of support | 9.1 | 8.6 |
| Meets requirements | 9.3 | 8.7 |
| NPS | 56.756757 | 47.368421 |
| Small Business | 7.9% | 15.0% |
| Mid-Market | 31.6% | 30.0% |
| Enterprise | 60.5% | 55.0% |
| Total page views | 82 | 90 |
| Total LLM citations | 362 | 105 |
OTRS
OTRS is a flexible IT service management (ITSM) and service desk platform that helps organizations manage tickets, incidents, service requests, workflows, assets, and support operations from one centralized system. Built for organizations that need more than basic ticketing, OTRS supports ITIL-based service management processes, workflow automation, self-service, knowledge management, SLA management, reporting, and configuration and asset management.
- Tracking Ease
- Ticket Management
- Organization
- Ease of Use
- Management Centralization
- Customizability
CA Service Desk Manager
Formerly known as CA Service Management, Clarity SM believes delivering quality service and attaining service management maturity does not equate to a costly-to-operate software solution with a complex user experience. Clarity SM (Service Management) delivers a modern, social media-based user experience to access knowledge, collaborate, resolve issues, request services and manage IT assets to help make sure your business consumers don’t skip a beat. The xFlow innovation-award-winning user experience provides analysts with tools and context to embrace the team and make every moment count.