What is our primary use case?
It is mostly used for support. If customers have issues, they log tickets and the issues hopefully get fixed.
It works well for this. We do some things a little strange as you can customize everything, so it has to handle different things, and it also does this well.
How has it helped my organization?
Probably it streamlines the organization. They have actually had it longer than I have been there. So I am guessing in the past, support tickets were probably handled through email and stuff like that, so I am sure things got missed and lost. Now, it is all there and stuff does not get lost.
It is easy to tell what needs fixing and the priority of things.
What is most valuable?
Probably the support end of it. You can track where the ticket status is all the way from the beginning to the end, and the whole company has access to it.
For how long have I used the solution?
Three to five years.
What do I think about the stability of the solution?
It seems to be fine. We have had it for a long time.
We had a few issues with the last upgrade. It was actually caused by another system that it talked to, it was not Service Desk's fault.
What do I think about the scalability of the solution?
It works well. We have lots of stores that call in. We have gone from 200 stores to 600 stores and it supports all of it.
How is customer service and technical support?
I have not really used technical support, but things get fixed by them on time and I have heard good feedback.
How was the initial setup?
I was not involved in the initial setup, but was involved with one upgrade of it. The upgrade was pretty complex. They are really focusing on fixing the complexity of the upgrade, so it looks like it is going to be a lot easier.
What about the implementation team?
We had a consultant helping us a little during the upgrade.
What's my experience with pricing, setup cost, and licensing?
I have no clue on pricing.
What other advice do I have?
Get a demo. Try it out. See how it works.
I have been surprised by how many products CA has. We also use Agile Central, which used to be Rally. We just started to use it in the last year and a half, probably, so we are fairly new.
Most important criteria when selecting a vendor: Bigger companies are usually better, just because there is other help online if you have issues. We have some vendors that we might be one of five customers if something breaks, and there is really no community to help. It always helps to have a good community around the vendor