How has it helped my organization?
The CA Introscope dashboard of applications is the view our operations team uses to quickly identify any issues within the application space especially during peak trading season like Christmas/Easter. It is extensively used for quicker root cause analysis within the application area.
Introscope along with CA CEM and ADA is expected to further decrease the time taken for root cause analysis for critical customer facing incidents and also to identify bottlenecks before they impact our customers.
What is most valuable?
CA CEM's customer transaction view is valuable because it gives an insight into how our customers networks are performing. The ADA helps in isolating any response time issues on the network and hence, aid in root cause analysis (but we are yet to realise the benefit of it in production). Also, the transaction recording feature is valuable in understanding the paths our critical business transactions take within our IT environment.
What needs improvement?
The APM tools themselves work well within their respective silo's, but they need to work better in an integrated manner to give the end to end view of any business service.
For how long have I used the solution?
One to three years.
What do I think about the stability of the solution?
CA Introscope has performance and data collection issues.
What do I think about the scalability of the solution?
CA Introscope has had performance issues due to large number of metrics collected though it was scaled accordingly.
How are customer service and technical support?
Average as they need more experts in APM technology.
Which solution did I use previously and why did I switch?
For cloud monitoring, we had another tool and we had to switch because of the costs and features. Introscope has been running for a while.
How was the initial setup?
- Too complex to get an integrated outcome
- ADA/CEM is complicated as it requires an understanding of networks
- CA Cloud monitoring is complex when creating customer journeys
- Introscope is complex when presenting and grouping metrics for dashboards
- The triage process is complex
What about the implementation team?
It was through a vendor team whose expertise was above average.
Which other solutions did I evaluate?
What other advice do I have?
- You need strong architectural skills along with tool-set skills to implement such a tool
- You need to focus on integration as without this, the value might not be as expected
- Start it simple and then add more complex scenarios
- Document and design the system according to requirements
- It's easy to get carried away with all the features, so keep it simple to fit the business need
- Make sure what metrics are required to be monitored is clearly defined. Do not just collect data for all the metrics
- Make sure that RACI is clearly defined with various owners as this can easily slow down the implementation if it is not properly documented and agreed
- There is a lot of external team dependencies, like the application team, support team, network team, architects, an service owners, so make sure that this is documented along with RACI and efforts agreed
- A top down approach is always good, from the end users to actual technical metrics