What is our primary use case?
There are different products for different purpose. The Service Desk is to take account of incidents and minor requests from the different area of the bank. The PPM is to organize projects. I know that the organization is using Spectrum, but it is out of my scope.
The Service Desk has performed very well. I chose it. It was my selection. I managed the implementation of the product. It is a very good product.
How has it helped my organization?
We have a very good relationship with all the users. When users have a problem, they report using Service Desk and it is very useful for this. All the interactions and orchestrations of every problem, we can analyze what happens in the organization and which kind of incident we have. It is a very good tool.
What is most valuable?
It is simple for me. Simple, and it is robust. It works very well.
What needs improvement?
We need a mobile solution. We are not using any mobile functionality for the product, but we think that this necessary. This should be provided in the next release.
The product needs to have a better user experience in the interface and mobile functionality.
For how long have I used the solution?
More than five years.
What do I think about the stability of the solution?
It is very stable. We have been using it since 2010. We have the usual problems, but no major problems.
What do I think about the scalability of the solution?
Scalability is very good. We have scaled to more users and more functionality.
How are customer service and technical support?
The technical support answers your questions and partners with you. They have very good knowledge.
Which solution did I use previously and why did I switch?
We were using Remedy previously. It was such a complex solution. It was very hard to maintain it. That was its main problem.
How was the initial setup?
The initial setup was straightforward.
What about the implementation team?
CA helped us with the installation.
Which other solutions did I evaluate?
We work with a lot of vendors, but they did not have this product.
What other advice do I have?
Choose this product. I recommend this product for different companies. CA presents a case with our implementation.
Most important criteria when selecting a vendor: We can trust him and that he will work to help us.