The ticket incidents and requests management are the most valuable features for us. That's really the primary purpose -- tracking our issues and fulfilling our customer requests. Those are the two main pieces that we use.
It mainly helps to track hardware issues and issues with any of our applications for the whole system. Any of our applications that have a problem get called into our help desk using this tool. It's as good of information as you can get, so as a ticketing system it works pretty well.
We use the CMDB to manage our configuration items, devices or assets. We use that to keep track of all of our assets. I think that usability is fine and the interface is pretty customizable as well.
Room for Improvement
Support. Support is the biggest thing dragging it down, and the fact that it's not all one integrated package. You have to get different pieces and put them together when buying them separately instead of it being just one whole suite.
But again, the level of support is probably the area that needs the biggest improvement. But as for the product itself, there's nothing else I can think of as it does what we need it to do for the most part.
I think we've had unexpected downtime in the last four years. We have downtimes, but when they schedule it, it's fine. We had just one issue, but since the latest upgrade it's been pretty reliable.
As far as tickets go, we probably have about 1300 a month, across at least 80,000 assets. We've got about 300 analysts, and for end users somewhere around 14-15,000. They're mostly just sales service. They enter their tickets and that's it. They don't go into the system a whole lot. As far as active users, probably about 300.
We had problems several years ago, but we upgraded and fixed some architectural parts of the systems.
Customer Service and Technical Support
I would say that's probably the weak point -- support. They take a while to come up with the resolutions. Trying to differentiate between the PPM and service management, but I would say generally we've had tickets that have taken three months to get results. Our issues don't always seem like they should be that complicated, but even on a good turn around, it usually takes at least a week or two. It just seems like it's slow. It's inconsistent; sometimes it's good, sometimes it's not.
No. I was involved in the upgrade, but not before that. It was pretty smooth.
Other Solutions Considered
We've looked at quite a few, including ServiceNow and Microsoft Systems Center Service Management. They have a whole suite similar to CA. Citrix as well.