We have a slogan at my company: PAM can do everything.
What I like about it is the user interfaces. I also like the fact that there are so many ways that they offer it -- Web Service connectors, Service Desk connectors, and job descriptions that allow you to build around your design.
PAM is a very powerful tool.
I don't feel like there's a a problem we can't solve if we have to go outside the native product that we are dealing with, whether that's Service Desk or Catalog. If there's something we can't do in those natively, we can always find a way to do it with PAM.
Improvements to My Organization
I can really see ourselves using PAM purely in the stand alone environment. We are using it to integrate all the different products that we have with CA. I can see it being used even if we were using other third-party products like Remedy.
PAM has the ability to integrate and build solutions that work well in CA's suite of service management products and those that are outside of service management.
Room for Improvement
I'd like to be able to do a deep dive into understanding how the engine works a little bit better, so that whenever I get called by an angry user about why something is taking so long, I'd like to be able to look through the logs like a developer would. I'm sure they could do a deep dive if I ever was able to engage them. The ability to do a deep dive would allow me to explain why something got hung up with in the process or explain how I can recover from a slow process.
No issues with deployment.
We have an advanced environment that is tolerant to failures. I think it holds up very well considering all the processing and all the challenges it has to deal with day to day.
We haven't had to expand on the original environment that we stood up. We haven't really had to grow from the original configuration. We've built an environment that offers load balancing and full tolerance.
Customer Service and Technical Support
They are very knowledgeable. Most of my issues with PAM have been format-related like trying to account for a spike processes that might not have executed as fast as I thought it should execute. Those are intricate tickets to get resolved. A lot of times they don't get resolved, but I'm okay with those kind of responses sometimes.
Make sure you have a good background in scripting because it'll allow you to expand the scope of how you use PAM.
I would also suggest you to set the advanced availability configuration which gives you full tolerance and load balancing. It definitely pays off, especially if your PAM environment needs to be up 24/7.