Loading product reviews...
3.6 out of 5.0 (8 ratings)

Reviews Distribution

5 Stars
4 Stars
3 Stars
2 Stars
1 Star
We don't have any qualitative reviews for this vendor yet


View other vendors in this market
We have aggregated ratings data on CA Technologies but all of our reviewers have opted out of sharing their qualitative review feedback. In certain cases we allow reviewers to withhold their qualitative review feedback from public view, in order to protect their confidentiality.
  • 4 out of 5.0, Reviewed

    Product(s): CA Service Management

    Smooth transition incumbent to new hosting vendor.

    Overall Comment

    Relatively smooth transition from previous / incumbent hosting vendor to new hosting vendor.

    What one piece of advice would you give other prospective customers?

    Allow enough lead time for the overall process.

    What do you like most about the product or service?

    Full featured.

    What do you dislike most about the product?

    Too many features.

    If you could start over, what would your organization do differently?

    Allow more time for testing of interfaces.


  • 4 out of 5.0, Reviewed

    Product(s): CA Service Management

    Integration provided some challenges but both sides worked through it.

    Overall Comment

    They offer a wide variety of products which are easy to work with, and help us to solve our problems.

    What one piece of advice would you give other prospective customers?

    Request testing of QA-Autosys for several months.

    What do you like most about the product or service?

    It handles a large volume of work.

    What do you dislike most about the product?

    CA-AutoSys do not communicate well with CA-SOI. There is too much manual work.

    What one thing do you wish the vendor did differently?

    Explain the differences between CA7/CAUnicenter and CA-AutoSys.

    If you could start over, what would your organization do differently?

    Understand how the products interact with each other.

    Product capabilities - overall comment

    CA-AutoSys: Being able to just run a job, do a forecast, find lookbacks, and integrate with CA-SOI need some improvements.

    Service & support - overall comment

    It takes some time to have changes to the product implemented.

    Integration & Deployment - Overall comment

    It took some time but majority of issues were worked out in QA environment.


  • 3 out of 5.0, Reviewed

    Product(s): CA Service Management

    Implementation could have been seamless if communication was better.

    Overall Comment

    Support during upgrade was not as responsive and affected our timeline for implementation.

    What do you like most about the product or service?

    Easy to navigate through application.

    What one thing do you wish the vendor did differently?

    Provide more timely support.

    If you could start over, what would your organization do differently?

    Request a designated person to assist with upgrade to handle issues more timely.


  • 3 out of 5.0, Reviewed

    Product(s): CA Service Management

    Easy to use but utilizing vendor support can be a challenge

    Overall Comment

    Working with the vendor can be a challenge.

    What one piece of advice would you give other prospective customers?

    Look for mobile and cloud solutions if applicable.

    What do you like most about the product or service?

    Ease of use.

    What do you dislike most about the product?

    None.

    What one thing do you wish the vendor did differently?

    Better support services.

    If you could start over, what would your organization do differently?

    Look for cloud instead of onsite management.

    Product capabilities - overall comment

    Needs an easier to implement cloud solution and mobile client function.


  • 4 out of 5.0, Reviewed

    Product(s): CA Service Management

    Implementation took work but was well worth the effort.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Evaluate the total offering from the vendor and look at the integration of other products for future growth, agility and business benefit.

    What do you like most about the product or service?

    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.

    What do you dislike most about the product?

    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.

    What one thing do you wish the vendor did differently?

    It would be helpful if the vendor made the pricing model easier to understand and present to management, especially the maintenance model.

    If you could start over, what would your organization do differently?

    reduce the amount of customization in order to enable flexibility and agility in upgrading and taking advantage of new features and functions.

    Product capabilities - overall comment

    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

    Product(s): CA Service Management

    It was at the leading edge of technology at the time.

    Overall Comment

    CA has served well.

    What one piece of advice would you give other prospective customers?

    They can think of a product that includes other functional applications.

    What do you like most about the product or service?

    Easy to use.

    What do you dislike most about the product?

    The cost of adding new applications.

    What one thing do you wish the vendor did differently?

    Implement more adaptive technologies.

    If you could start over, what would your organization do differently?

    Stay with the same.


  • 3 out of 5.0, Reviewed

    Product(s): CA Cloud Service Management

    CA-CSM not part of future product lineup - disturbing to current users.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    have your processes in place prior to installing any ITSM product.

    What do you like most about the product or service?

    The availability of a SAAS platform - taking that day to day infrastructure maintenance and leaving it with the vendor.

    What do you dislike most about the product?

    The reporting module and lack of support for it.

    What one thing do you wish the vendor did differently?

    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.

    If you could start over, what would your organization do differently?

    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.

    Product capabilities - overall comment

    Capability seem similar to those of other ITSM products. Not using all of them yet.

    Integration & Deployment - Overall comment

    While it was installed - the CMDB is not in use yet.


  • 4 out of 5.0, Reviewed

    Product(s): CA Service Management

    Implementation was easy. User Interface needs to be modernized.

    Overall Comment

    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.

    What one piece of advice would you give other prospective customers?

    Do your process homework. Don't expect to contort the product to fit into processes that aren't optimized at the outset.

    What do you like most about the product or service?

    Flexible. Easy to develop interfaces for and customize configurations.

    What do you dislike most about the product?

    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+

    What one thing do you wish the vendor did differently?

    They have been tremendous in their support. I do think they need to have a library/expertise in providing practical advice on best practices.

    If you could start over, what would your organization do differently?

    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 & support - overall comment

    Service from sales is outstanding. Technical support is generally very good but you do have the misses.

    Integration & Deployment - Overall comment

    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.


Ratings Overview

1 2 3 4 5
Section
1

Evaluation & Contracting

Overall rating of product evaluation and contract negotiation

(6)
3.7

Ability to understand your organization's needs

(8)
3.5

Timely and complete response to product questions

(8)
3.4

Pricing and contract flexibility (pricing and terms)

(6)
3.5
1 2 3 4 5
Section
1

Integration & Deployment

Overall rating of integration and deployment

(8)
3.4

How long did your deployment take?

3 - 6 months (<6)

6 - 9 months (<9)

0 - 3 months (<3)

12 months or more


Availability of quality 3rd-party resources (integrators, service providers, etc.)

(7)
3.7

Ease of integration using standard APIs and tools

(8)
3.6

Quality and availability of end-user training

(7)
3.3

Ease of deployment

(8)
3.8
1 2 3 4 5
Section
1

Service & Support

Overall rating of service and support

(8)
3.5

Did you purchase a support package from vendor?

Yes

No


Timeliness of vendor's response

(7)
3.3

Quality of technical support

(8)
3.6

Quality of peer user community

(8)
3.0
1 2 3 4 5
Section
1

Product Capabilities

Overall rating of product capabilities

(8)
4.0

Incident and Problem Management

(8)
4.1

Change, Configuration and Release

(7)
4.0

Self-Service/Request Fulfillment

(8)
3.5

IT Knowledge Management

(8)
3.0

Reporting and SLA Management

(7)
3.6

Process and Workflow Design

(7)
3.6

Data Source/ITOM Tool Integration

(5)
3.4
1 2 3 4 5
Section
1

Additional Context

What was the nature of your involvement?

Technical Assessment

Application Lead

User Training

Vendor Management

Vendor/Product Selection

Development/Integration

Executive Sponsor

Functional Assessment

Maintenance and Support

Rollout and Install

Other...


What other vendors were considered? Multiple responses allowed.

BMC Software

ServiceNow

CA Technologies

Cherwell Software

Hewlett Packard Enterprise

Microsoft


Why did you purchase an IT Service Support Management Tool?

Create internal/operational efficiencies

Improve business process agility

Improve business process outcomes

Improve customer relations/service

Enhance decision making

Improve compliance and risk management

Cost management

Drive innovation


What were the key factors that drove your decision?

Overall cost

Product functionality and performance

Strong services expertise

Pre-existing relationships

Breadth of services

Financial/organizational viability

Product roadmap and future vision

Strong customer focus