We already have a service catalog in our IT department and one of the problems that we had was that we had several interfaces to users. The user had to know when to go our catalog to ask for something from IT and when they had a problem, they had to go to another interface to report an incident. One of the things that we're trying to do with the service catalog is to have it so people don't need to know in advance if they have a problem if they're asking for something new. Our idea was to remove that decision from the customer so customers can put in whatever they want and we decide if it's an incident or new requests. That's the way we're transforming our catalog to work that way.
In the background we have Service Desk where we fulfill the requests from customers whether they are incidents or new requests. It's a big transformation and I think that the customers quite like it.
I don't know if it's uniquely good, if it had to be CA. It's just that since we had some problems with our previous service desk platform because we made a lot of changes to it. It was very difficult to upgrade to the new versions because we had a lot of development put on top. This was one of the things that we did when we adopted Service Desk is that it had to be configurable and it would work out of the box and only with the configuration. We don't want to develop anything on top. That has been very good with the decision that we made because we've been able to upgrade the software versions in one month which is amazing. It's nice that they have a video interface.
Improvements to My Organization:
Customers don't have to decide where to go to report something and they don't get those answers that we sometimes do, the technical people do. If you report an incident then they decide it's not an incident they'll tell you this isn't an incident so go to the other screen and just put in your request.
Room for Improvement:
It's technical aspects. In fact, there was some technical issues in the way the product was built that in the long run could get us into trouble. We didn't actually have any problems but the new releases have redesigned the way things are and so I think it's much better now.
Most of these products are bits and pieces and when you bring them all together you bring them as bits and pieces. If you want something to be robust there are some aspects that you have to redesign some of the parts so that they can glue together.
Sometimes we would like things to be a bit easier. I think the reporting could be something that would help and I think this happens with most of this sort of product is that you need a lot of reporting on these sort of solutions. It's not as agile as we would like it to be.
I think reporting is always something that I think we feel that these products are short on. The problem with reporting is that you need to know the data model that's behind it so that you know what objects you need.
We've had no issues with deployment.
Right now we actually have a contract with them for Service Desk support. They're the ones that are bringing in people to get support to the Service Desk.
They are helping us evolve our Service Desk. It's a long-term contract for that, sort of a professional services thing.
Other Solutions Considered:
I was not part of the selection process. I know that HP was one of the vendors. I don't recall if IBM was in there as well. We previously had BMC.
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Dec 13 2015