Some of the features that we really like about the solution is that certain parts of it are pretty expandable and customizable. The support that we get from CA has been pretty good. We haven't had major issues with them, and they're really responsive as well.
The tool itself is an enterprise tool. It fits our needs and we can actually expand it out to the further campus, instead of just having one area of focus or one group using it.
Honestly, we started off just using one part of the solution, just using request management, and then gradually, as they've improved the application, we've actually started to use it more and more. Now, we use it for our change management, our problem management. We started to use the mobile application and the unified self-service. We've started to expand as CA has focused more on their ITSM tool.
This solution has helped align our overall IT and organization strategy because it got rid of shadow systems. Before, because we're the central IT department, every area kind of had their own shadow system or some way of doing change management, or some way of doing request management, or incident management. Basically, we kind of unified all our processes to bring down the cost. Everybody's on the same page. Everybody knows what's going on. Our outages have dropped. Our communication between areas has increased. It's been a huge benefit for us.