What is most valuable?
The decrease in time to resolution on problems, also a reduction on finger pointing of teams, "It's the network, or it's the application." Things like that, the ability to pinpoint those problems very, very quickly.
We use it to monitor all of our infrastructure, so servers, telecom devices, all our applications, to try and get a true End 2 End experience, and understand the user's experience.
We primarily chose CA UIM because we had a bunch of disparate systems. We had some network monitoring, we had infrastructure monitoring, it was siloed off into our different environments. We needed to pull it into a single tool, and we needed the flexibility to gain some more insight into the end user experience through synthetic transactions.
How has it helped my organization?
The ability to be able to pull data out of multiple data sources and surface it all into a single tool. Some of the other tools that we had were very limited, with UIM you can scrape virtually any data source. The synthetic transactions were a big deal because we really are having this shift to trying to understand the users' experience from their point of view, being able to dashboard and visualize the products and the information on the alarms that we have. Our previous tools didn't give us much of that capability.
What needs improvement?
Continuing to mature the SNP collector and the network side of the tools they're still not as strong as they need to be. If you're moving from a different product like Spectrum, or something like that, it's a little bit stronger in the networking area, continuing the development of that area.
For how long have I used the solution?
It was to unify things and bring more visibility into the monitoring space. We've really tried to move from being reactive to proactive. With the tools that we had, we had lots of alarms, and lots of things that we could react on, bet we didn't have the ability to start getting proactive, so we needed to be able to do that as well.
What do I think about the stability of the solution?
Stability is very good, we've not really had any major issues at all with it, honestly. In developing a product and moving very quickly with the development, so you're going to have bumps on the road. There are some issues but they're quick to respond to those, they're quick to work through them, so it's okay.
How are customer service and technical support?
We actually have a close relationship with the tech support team, as well as the development team as well, working through issues and problems as they arise. We have a pretty large infrastructure that we monitor, and we get some of the scalability issues or some other issues that they may not have seen and they're very quick to respond. Tech support has been really great.
Which solution did I use previously and why did I switch?
I don't remember the numbers off the top of my head, but we've reduced our outages by about 15%. We've reduced time to resolution by about 40%. Lower overhead as far as man hours.
How was the initial setup?
When we initially went through and purchased the product, we started out with a proof of concept and we went in to the proof of concept with the end state of actually turning it into production. We had pre-sales come in and help us work through the problems, getting it all set up and it was very quick to bring online and have collection of data and show value, many times on certain products and certain pieces of products within hours. You've got good data collection, so it was pretty straight forward to set up and configure. We didn't have any issues at all.
Which other solutions did I evaluate?
It's been a couple of years since we bought them, and I don't remember off the top of my head. We had some other ones we looked through, and the tool just really fit the needs.
What other advice do I have?
The fact that they're still doing a lot of development in the networking space, they're still trying to mature that side of the product to get where it needs to be. That's really the reason, beyond that it's a great product. We really like using the tools, we like all of the things that we've gotten out of the tool set, the ability to visualize, the ability to help our troubleshooting, the in depth analysis for our infrastructure teams and things like that. It's been really great.
Do your research and really compare them side by side, but give CA a chance to put their product against any because it's really one of the best in.