CA Process Automation Review

Added value to the delivery of services and the customer experience


What is our primary use case?

We design end-to-end automation solutions for repetitive tasks performed by IT support teams.

How has it helped my organization?

This tool is used in my organization for automating IT infrastructure related incidents or service requests. 

What is most valuable?

  • Built-in operators available for most integrations.
  • Easy to manage.
  • Attended/unattended triggering
  • Scheduling of workflows 
  • Easy to debug flaws

What needs improvement?

  • Auto-triggering of workflows based on machine learning (ML) and artificial intelligence (AI).
  • Integration with web/Windows-based applications should be included.
  • OCR capability should be added as a feature.

For how long have I used the solution?

One to three years.

What was our ROI?

It has provided ROI by auto-resolving incidents or requests in the ITSM queue, improved MTTR and SLA adherence, and added value to the delivery of services and the customer experience. 

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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