In my organization, we use the solution internally for internal customers so that we can control incidents, server requests, and handle some application integrations, etc.
While some clients use the product for other purposes, as well, essentially it is used to manage the client's organizations and the customers.
The solution is very easy to work with.
The reporting is very strong.
The product offers good integrations and very good SLA integrations in particular.
The reporting in relation to updating could be improved upon. The need to make it easier to manage timing and time calculations. I found it to be a bit challenging. They could make it easier.
Technical support can be slow in terms of resolving issues.
I've been using the solution for about a year at this point. It hasn't been that long just yet. The solution is still fairly new.
Mostly, the stability is very good. That said, we have had clients that struggled with stability. This is likely due to their underlying hardware. If you have good hardware it shouldn't be an issue and it is quite reliable.
In one instance, I had a client who worked with Windows who was down two times a month every month. Once again, that was likely an issue related to the client's infrastructure and not a reflection on this product.
The scalability is quite good with this product. If a company needs to scale, it can do so. This is particularly true on the cloud side of things. We have clients that have migrated more than 1,000 users over a week with no issue. We only ran into one issue with a client in relation to migrating over a message service. The solution made some changes on the way they managed the notifications or something to that effect and we just had to make adjustments and try again.
Our company is pretty sizeable and we operate in seven countries. There are likely about 1,000 people in the company that use it internally, and about 10 who work the control desk.
Technical support is very good. When we open a ticket asking for support, they take a little bit of time to take effect. It can occasionally take one or two days sometimes to process a ticket. They could be faster in that regard.
The support is not coming from America, which is likely why there may be a delay. It may come from India or something like that. One of my last tickets, in December, it took a few weeks to get a resolution. It was a report issue and after submitting the ticket, it took two days to a week to request that I run a test which had to be done over and over. Finally, after half a month it was resolved. While a bit slow, at least they followed through until the problem was properly dealt with.
The initial setup can be a bit complex if you don't have a good understanding of the product. There's a bit of a learning curve for sure. It gets easier, however. At least, it did for me. I started with only a little bit of information, and I didn't have all the knowledge and that was hard. I got confused by the process. However, then I made another implementation. That one, I had a far better understanding and that made it easy. Experience really matters. If you don't have any, you will struggle. That said, once you do, it's pretty straight forward.
While my first deployment took two weeks, the last one I did only took two days. Therefore the deployments can vary according to the amount of experience the user has.
We're an IBM partner.
We use both cloud and on-premises deployment models. Some customers use the cloud, others prefer on-premise. We're able to implement both.
For those considering the solution, I would advise that an organization makes sure they have the right hardware in place and the right versions of each package. This will make implementation easier and keep the solution stable.
Overall, I would rate the solution at an eight out of ten. Overall, the experience has been very positive.
