What is most valuable?
The completeness of information on each ticket is one of the most valuable feature of this solution. We are able to gather information either directly from the product interface or from data extraction. Any reports that our analyst users request are available in some fashion.
How has it helped my organization?
It is often the center point of reference on discussions of either outages in other applications or planned modifications in hardware or software.
What needs improvement?
There is nothing major in this product that needs improvement; maybe more documentation is needed for database relationships.
Although, the documentation in the Administration references, is very detailed and complete with respect to the internal/external table names, field definitions and relationships, it is difficult to determine database table inter-relationships, without examining and tracing paths. A person needs to start with a major table, and follow each reference field to the next table.
It would be beneficial, if there were diagrams with basic table interconnections within the major areas, such as Contacts, tables relating to Change Orders and the same for Incidents/Problems. This way, it would be much easier for the support specialists, who are just learning the system, to know where to find ancillary information related to the main tables.
For how long have I used the solution?
I have used this solution for five years; probably even longer on the previous version, before my time.
What do I think about the stability of the solution?
I have hardly ever encountered any stability issues. There are very few instances of unplanned outages – at the most 1-2 per year.
What do I think about the scalability of the solution?
We have not had the need for scaling it. This product was configured in a way that we could use it for many years.
How are customer service and technical support?
CA technical support is outstanding. They are very responsive and always have an answer.
Which solution did I use previously and why did I switch?
Previously, we used an older version of the CA product that was no longer officially supported.
How was the initial setup?
Since we were not upgrading but installing a new instance, the setup was very complex. We had to define all the configuration items and establish user update routines specific to our installation. However, there were CA support individuals on-site who were very instrumental in a successful installation.
Which other solutions did I evaluate?
Personally, we did not evaluate any other solutions. We were upgrading an existing product.
What other advice do I have?
You need to plan ahead and talk with the CA installation support in order to define as many of the user areas as possible, prior to beginning the setup. This can help you have an easier method in setting up areas such as ticket categories and workflow steps. Otherwise, there could be a delay in installation while these are defined.