CA Unified Infrastructure Management Review

It provides us with detailed information that can be easily reported and delivered to our customers. It does take a bit to get used to the acronyms and terminology.


Valuable Features

It provides us with great detailed information that can be easily reported and delivered to customers. The mobile app takes it to the next level. You can have the customer log in from anywhere and access the data.

Improvements to My Organization

We can deliver quality information to the customer, but then also add or bill revenue to solve those issues that were identified through UIM. It seems like the direction moving forward is not an infrastructure manager and this component and that component. UIM brings it more together, but simplification would be good.

Room for Improvement

It takes a bit of getting used to with all the different acronyms and terminology. It's also not the easiest tool to use.

Stability Issues

We've had issues from the get go, but they have gotten better since we upgraded 8.31. Through implementation, we discovered that the company that architected the solution did it incorrectly. So four months in, the install had to be redone and reconfigured to a tiered architecture. We have had a couple issues that support has never seen before, but we were able to work through it. I think we are on a pretty good path now.

Scalability Issues

It's great. We're considering large scaling, but at this point we have a vision to be much larger and we think we can utilize that functionality.

Customer Service and Technical Support

We've had some good and we've had some bad technical support. It seems like they are very quick to deliver just a .pdf document that says, "Try this." Once you try that, you get higher upper-level support. They really know the product and they're always willing to help.

Initial Setup

The initial setup is pretty complex. We had their preferred vendor do the install and there were some issues from the get go. It would have been better to have an initial evaluation, where they could have learned the environment just a little bit for a day or two and then apply that to their standard practice. We were delayed because certain network things were not disclosed and different requirements. That kind of drew things out for a bit.

Other Advice

You can get some good information from UIM. Just make sure to ask a lot of questions along the way and make sure that you have a good understanding of your business before you actually move into implementation.

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