It provides us with reliable scheduling of various business workloads. There are various service-level agreements, such as payroll, that need to be met at a certain period of time and if they're not met, there's going to be trouble. The reporting facility of the product helps me to identify problematic jobs in the environment.
Room for Improvement
The reliability issues need to be resolved. We have some patches that need to be applied and that's our next step to trying to get this thing resolved. In particular, one of the issues is licensing, so that could become a real problem for you if you're in a very large environment. It could get very costly if you want to scale this product out. It will scale, technically, but licensing may prevent that from happening.
I'd also like better reporting and a better UI.
It has issues and is not entirely stable. For example, the graphical interface is not 24/7 for us.
Just 8-10 people are using it as we're not a big shop.
Customer Service and Technical Support
I have some of the other team members handle technical issues as it takes a lot of time to diagnose stuff. If I can't get past an issue, I turn it over to one of the other guys and let them work on it. But, no, I have not dealt with CA in their support infrastructure.
I was not involved in the setup. I'm relatively new with the company, but have a lot of experience with scheduling.
Other Solutions Considered
For the most part it compares similarly to IBM and they each have their pluses and minuses. They both scale out and they're both found in very large environments.
One piece of advice I can give is training. You need to have some sort of a background in this in order to use this product effectively. If you're not trained up, you're not going to be successful with it.