Clarity SM Review

We have integrated it fully from servicing the customer to he network configuration. We want more visibility into how the network layers are linked.

What is most valuable?

We have integrated Service Desk Manager fully from servicing the customer, right down to the network configuration. It's fully integrated. That provides many customer benefits, and enhances our customer experience as well.

How has it helped my organization?

Service Desk Manager keeps our customers updated regularly regarding any network outage and aware when we will respond to his request and when it will be repaired. Our customers receive better service and we also have a better experience serving them. The CA tool is actually helping us and we can see drastic improvement from it.

What needs improvement?

The view we now have of our customer base, and how they link to the network is more of a bottom-up approach. I would like to see it from a top-down approach. We want more visibility into how the network layers are linked. That's the next stage that we are working toward.

I also want to see how we can bring DevOps automation and lifecycle development into the equation, and evaluate how that helps us to mature much faster.

What do I think about the stability of the solution?

We have been at this more than a year. It's quite performance stable. We're doing more enhancements to our setup. The initial implementation covered 70% of our network. So now, at full capacity, we're adding additional features and have implemented more enhancements. There is deeper integration with our business systems and operating systems that give a fully integrated view regarding how CA Service Desk fits into the bigger service offering.

What do I think about the scalability of the solution?

Currently, we are busy migrating customers to use to Service Desk. We are going to scale up to about 4 to 5 million subscribers. This will allow us to further extend our look at network integration as well. It's going to extend far.

How are customer service and technical support?

We've got onsite technical support from CA. My impression is that they have improved drastically since we started.

Which solution did I use previously and why did I switch?

We had a request to scan the market. CA was the best product at that time. They needed to make sure that our service catalog was communicated regularly within our business, so that everybody is briefed on what is new and how CA has evolved.

We needed a product that would integrate with our architecture. This is important, because we were looking for a specific piece, and it fit the puzzle nicely. There were certain features we were also looking for; a set of business requirements that we had to fulfill. That was basically our criteria.

How was the initial setup?

I was involved in the initial setup. The first one was quite complex because we had to integrate into legacy systems. We had to integrate into new solutions with other suppliers and integrate into the integration bus, so it was quite complex.

Which other solutions did I evaluate?

There were other suppliers that we also looked at and compared. We looked at the Asian companies.

What other advice do I have?

What helped us is that at the beginning is that we had a lot of offshore support. The best is to get CA onshore support. Then they understand the culture of the company. It's not only from a documentation point-of-view. They understand how to interact with different people. I recommend this even if you are based abroad. A local presence for us meant a lot.

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