5 out of 5.0, Reviewed Nov 24, 2016
The upgrade / implementation was easy to manage and execute. The vendor was flexible relative to our requirements and we were able to get the functionality and levels of automation out of the box.
Be simplistic in your approach and focus on the foundational ITIL process.
Meets all of our requirements and more. ALlows us to be flexible and agile without compromising Governance processes.
Provide more feedback to CA for the previous version to get more customised functionality in the native version of 14.1
4 out of 5.0, Reviewed Sep 20, 2016
The company works closely with ours when upgrading our system. We do not have the resources in-house to upgrade our system so we do rely on the company's consulting to assist us.
Ensure that the system works well with what you anticipate to accomplish. Make sure that not just the functionality, but the overall look and feel with the layout make sense to your end users.
I like that the tickets route straight to those who need to complete an action item and that I can write specific notes in tickets.
The product is pretty simple to use but editing the workflows seem to be time consuming and difficult depending on how much of an organizational change is needed. When choosing an assignee it is unforgiving if the wrong person is selected in that you cannot choose a different person to re-route the ticket.
I wish the vendor would understand our internal process a bit better and work with our procurement team when upcoming Statement Of Works are being written instead of mainly working with their internal contacts to our company.
Work with end users and executives to see what they thought of the messages sent them to approve requests.
Most are pleases with the way service catalog is able to send tickets through a workflow. At times tickets do get stuck in our system and we do not have a reason as to why though. About 70% of the time the tools work well and we are able to get assistance from our on-site technicians for small issues.
Support is satisfactory and CA is availble when we need them. Usually we have to schedule consulting around the time resources are expected to be avaible but so far it has not been a large issue. The availbility could be more flexible if more technicans were availble through CA.
I was not invloolved in the integration of the inital integration but our upgrade currently going on looks like it will be more visually appealing and easier to use. So far it does not seem like it will take too much on-site consulting to complete.
4 out of 5.0, Reviewed Jun 14, 2016
Relatively smooth transition from previous / incumbent hosting vendor to new hosting vendor.
Allow enough lead time for the overall process.
Too many features.
Allow more time for testing of interfaces.
4 out of 5.0, Reviewed May 12, 2016
They offer a wide variety of products which are easy to work with, and help us to solve our problems.
Request testing of QA-Autosys for several months.
It handles a large volume of work.
CA-AutoSys do not communicate well with CA-SOI. There is too much manual work.
Explain the differences between CA7/CAUnicenter and CA-AutoSys.
Understand how the products interact with each other.
CA-AutoSys: Being able to just run a job, do a forecast, find lookbacks, and integrate with CA-SOI need some improvements.
It takes some time to have changes to the product implemented.
It took some time but majority of issues were worked out in QA environment.
3 out of 5.0, Reviewed May 10, 2016
Support during upgrade was not as responsive and affected our timeline for implementation.
Easy to navigate through application.
Provide more timely support.
Request a designated person to assist with upgrade to handle issues more timely.
3 out of 5.0, Reviewed May 10, 2016
Working with the vendor can be a challenge.
Look for mobile and cloud solutions if applicable.
Ease of use.
Better support services.
Look for cloud instead of onsite management.
Needs an easier to implement cloud solution and mobile client function.
4 out of 5.0, Reviewed May 10, 2016
Have worked with this vendor over a number of years with varying levels of implementation and performance satisfaction. The recent implementation has gone well. The value being derived from the investment is starting to bear fruit. There is much expected from the current implementation, the upgrade to the next version, the implementation of other products and the value that will be obtained across all of IT. In addition is the integration of Service Catalog with the Service Desk, providing a holistic means for customers to interact with IT, not just the Service Desk. The interface with the CA monitoring tools has also resulted in positive feedback from the engineering and Operations Center staff.
Evaluate the total offering from the vendor and look at the integration of other products for future growth, agility and business benefit.
the enhancements in the current version, specifically mobile support, will provide the additional functionality needed for IT to be more responsive to our customers and improve customer satisfaction.
Its ability to be highly customized has resulted in limitations in the ability to make needed changes; has delayed upgrades and slows down interations and change.
It would be helpful if the vendor made the pricing model easier to understand and present to management, especially the maintenance model.
reduce the amount of customization in order to enable flexibility and agility in upgrading and taking advantage of new features and functions.
The product has been used at the organization for the past 7+ years and is heavily integrated into the daily workflow. The upgrade provided needed functionality and improvements that have been well received. We are looking forward to upgrading to the next version.
4 out of 5.0, Reviewed May 10, 2016
CA has served well.
They can think of a product that includes other functional applications.
Easy to use.
The cost of adding new applications.
Implement more adaptive technologies.
Stay with the same.
3 out of 5.0, Reviewed May 6, 2016
Product started out great but has been troublesome in the recent past and rumor has that the product is not part of CA's future product lineup.
have your processes in place prior to installing any ITSM product.
The availability of a SAAS platform - taking that day to day infrastructure maintenance and leaving it with the vendor.
The reporting module and lack of support for it.
Kept the staff who knew the product they had acquired (Nimsoft). Getting reporting assistance has been challenging, to say the least, and now more of the original support staff are no longer with CA - again a sign that the product is not part of CA's future plans.
Have the CMDB installed and populated concurrently with the other modules. After the fact makes it much more difficult to get off the ground and integrated with the other modules.
Capability seem similar to those of other ITSM products. Not using all of them yet.
While it was installed - the CMDB is not in use yet.
4 out of 5.0, Reviewed Feb 29, 2016
We have been a CA Client since 2002. For Service Desk we migrated from Remedy. We upgrade CA Service Desk to 12.7 in 2014 and have been satisfied with it. We are now in the middle of upgrading to 14.1.
Do your process homework. Don't expect to contort the product to fit into processes that aren't optimized at the outset.
Flexible. Easy to develop interfaces for and customize configurations.
The UI is basically 2 steps past a command line. In this day and age, it needs to be more flexible and needs to be paired with more intelligence in the system - a la Google+
They have been tremendous in their support. I do think they need to have a library/expertise in providing practical advice on best practices.
This has been a successful product for us - hence it has been in use for us for 14 years. If anything, we would spend more time up front with business and IT processes - but that is more a cultural item to address.
Service from sales is outstanding. Technical support is generally very good but you do have the misses.
It is very easy to interface with. It is also easy to tailor its behavior through external apps with APIs rather than writing code inside Service Desk.