Adoption of ITIL incident management for business process re-engineering was very easy to fit into the CA Service Desk Manager Incident Management module. It allowed IT operation support to easily identify, track and monitor incidents with data in 45 days that was analyzed. Within the first calendar year of deploy, the incident manager was able to strategically set and meet the field support goal of responding and resolving 25% of incidents remotely.
Ticket event and notification creation/management is cumbersome and has not improved over the many versions I've worked with. Workflow design and management requires knowledgeable administrators with programming experience.
I have used it for 9+ years.
I have encountered stability issues, although the tool is relatively stable in smaller to mid-sized environments and has gotten better with newer versions. Complex client environments can severely impact stability. When there are network hiccups, the system does not recover easily without manual interaction.
The tool can be load balanced and clustered, which makes it very scalable. The architecture can be designed to segment the Service Desk support team and the regular users. This is helpful as the Service Desk can continue to work efficiently when other users are experiencing performance degradation.
Vendor support meets customer SLAs. First-level technical support is very good at escalating as appropriate.
I have used many different solutions. My role is a consultant that helps design and enhance service management solutions. The customers mainly switch as they adopt the ITIL framework and move away from non-ITIL products that cannot be (easily) modified/adapted to fit the new IT operations strategic model.
Installation is straight forward for conventional configuration following CA-recommended specifications. Advanced Availability configuration is more complex and requires good planning.
As a technical consultant, I'm usually brought in after tool selection is decided on.
The tool supports several of the ITIL processes. Plan the implementation such that when other functions/processes (inter-related as well as non-interrelated such as ITAM, CMDB) are to be brought online, the initial implementation solution does not need to be re-engineered.