It loses points because it’s not GUI enough too "code"-y.

You should go into their sites and communities. They’ve built that up a lot and you can get help without contacting support, e.g. YouTube videos.

Finally, plan exactly what it is that you want.

If you need any kind of customizations or think you may need them in the future, look for another product.

There’s a lot of practices that others consider standard, that you need to adopt yourself or enable/configure, as it's not a given that it's already there.

Size of your business will dictate whether or not you should be looking at this tool. This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company. There's the need for continual maintenance.

Definitely use it in an organization that has not aligned their processes yet. So, you definitely get your processes in place organizationally, and internally within IT. Be sure you know what you have because it’s easier to mould with CSM. We've tailored some of our work processes with CSM, which is also flexible so you can make changes later on.

Make sure you take the training classes that they offer. When you have somebody come out to your site, make sure you sit with them and learn everything you can, because you're going to need that info later. We've had consultants come out for multiple products, and I always make sure to sit with them and go through everything. And they're also very good about what they do. They give you full documentation, so you can refer back to it after they leave.

This is really easy solution to scale up and get get going to add new catalog items. It's very simple.

I’m a partner with CA Technology. We have clients that are working on various versions, including 11, 12, 14, and 17.

We use the on-premises deployment model.

I’d rate the solution six out of ten.

Get better vendors in implementing non-windows servers.

You should make an agreement with CA for deployment and setup support. Without it, deployment and setup are very complex and difficult.

This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc.

There is a need to improve the ticket updating speed or frequency, as sometimes, a ticket is shown ‘being locked’, but it’s actually not locked by anyone.