How has it helped my organization?
Before CEM, we didn't know when the users were having issues. We always learned about issues when the users called management and the managers informed us about the problems. That was an embarrassment.
With CEM, we call the users, help desk, and application support before a situation becomes problematic. Therefore, problems are deflected and embarrassments of not knowing what is happening are avoided.
What is most valuable?
The CEM (Customer Experience Manager) allows us to see user errors and proactively react to issues before they become problems.
What needs improvement?
Presentation and reporting should be improved. Very often, we use tools such as Kibana or Jaspersoft for dashboards and reporting on CA APM data because CA APM’s old interfaces do not reflect well in modern displays, compared to those new tools.
However, we are seeing an improvement with the introduction of Team Center. We would like to see the same type of graphics in the old reporting facility.
What do I think about the stability of the solution?
We have not had stability issues. The product is very stable and corrective maintenance is provided regularly.
What do I think about the scalability of the solution?
We have not had scalability issues.
How is customer service and technical support?
Support is average, but there is a great community that provides solutions almost instantly to any query.
Which solutions did we use previously?
We previously used IBM ITCAM.
How was the initial setup?
It was a straightforward initial implementation. We started small and grew bigger.
What's my experience with pricing, setup cost, and licensing?
Negotiate, negotiate, and negotiate.
Which other solutions did I evaluate?
We also evaluated IBM ITCAM.
What other advice do I have?
Have a dedicated monitoring team.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
May 10 2017