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it_user166587 - PeerSpot reviewer
IT Project Manager at a tech consulting company with 51-200 employees
Consultant
Has improved the SLA timing for my Service Desk team.

What is most valuable?

Easy to use.

How has it helped my organization?

Improved the effectiveness of my Service Desk Team and improved the SLA timing.

What needs improvement?

The implementation of Server Monitoring on Non-Windows servers.

For how long have I used the solution?

1 year.

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IT Service Management (ITSM)
November 2024
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What was my experience with deployment of the solution?

Yes, deployment of Non-Windows Servers.

What do I think about the stability of the solution?

Yes, once or twice the agents would stop working to provide the information required.

What do I think about the scalability of the solution?

No issues with scalability.

How are customer service and support?

Customer Service:

4/5

Technical Support:

3.5/5

Which solution did I use previously and why did I switch?

Yes, From HP service desk and monitoring, switch due to company direction.

How was the initial setup?

Straightforward for Windows server, had a lot of issues with non-windows servers.

What about the implementation team?

Vendor.

What was our ROI?

35% improvement in SLA's timing.

What's my experience with pricing, setup cost, and licensing?

Setup customer - 250k USD, did not calculate on the day to day cost.

Which other solutions did I evaluate?

BMC.

What other advice do I have?

Get better vendors in implementing non-windows servers.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
PeerSpot user
ITSM Consultant at a tech services company with 1,001-5,000 employees
Reseller
It's a reasonably priced SaaS ITSM solution with basic functions that are usable out-of-box.

Valuable Features

It's quite a complete entry into the SaaS ITSM market with a reasonable price point.

Improvements to My Organization

We do not use the product ourselves in production, but provide support and expertise on it for our customers.

Room for Improvement

Importing data with relations is difficult and could be better.

Use of Solution

I've used it for one-and-a-half years.

Deployment Issues

We encountered no issues with deployment.

Stability Issues

We encountered no issues with stability.

Scalability Issues

We encountered no issues with scalability.

Customer Service and Technical Support

We are providing support ourselves, but the third-level support of CA is great.

Initial Setup

The basic functions are usable out-of-box, so there's no need to configure a lot.

Implementation Team

We are the vendor team.

Pricing, Setup Cost and Licensing

It's price is very competitive if there are only a few licenses needed.

Disclosure: My company has a business relationship with this vendor other than being a customer: We are a CA reseller.
PeerSpot user
Buyer's Guide
IT Service Management (ITSM)
November 2024
Find out what your peers are saying about Serviceaide, ServiceNow, Broadcom and others in IT Service Management (ITSM). Updated: November 2024.
824,053 professionals have used our research since 2012.
PeerSpot user
Pre-Sales/System Architect at a tech services company with 5,001-10,000 employees
MSP
Top 10
It has improved our organization through automatic tasks

What is most valuable?

Event-based.

How has it helped my organization?

Automatic tasks.

What needs improvement?

Flexibility to customize.

For how long have I used the solution?

Four years.

What was my experience with deployment of the solution?

No issues.

What do I think about the stability of the solution?

No issues.

What do I think about the scalability of the solution?

Not applicable. On-premise or cloud, I do not need it.

How are customer service and technical support?

Great. CA Technologies support is excellent.

Which solution did I use previously and why did I switch?

Yes, many.

How was the initial setup?

The initial setup was easy.

What about the implementation team?

We did the implementation ourselves (in-house). 

What was our ROI?

I do not know.

What's my experience with pricing, setup cost, and licensing?

Not applicable.

Which other solutions did I evaluate?

Many.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user378372 - PeerSpot reviewer
Technical Lead at a tech services company with 10,001+ employees
Real User
This product can automate service desk functions where little phone/email interventions are required for resolution of tickets.

Valuable Features:

It provides us with a very easy and flexible UI for CA Nimsoft Service Desk 7.

Improvements to My Organization:

This product can totally automate service desk functions where very little phone and email interventions are required for resolution of tickets such as incidents, change request, problem tickets, etc.

Room for Improvement:

Deployment and setup is a major difficulty and it could have been made easier.

Deployment Issues:

The deployment was very difficult to handle. It's an unnecessarily difficult process that requires third-party assistance to do correctly.

Stability Issues:

It has been stable. We haven't had any issues with instability.

Scalability Issues:

There have been no issues scaling it.

Initial Setup:

It was very complex and very difficult. It wasn't straightforward at all.

Other Advice:

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

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user
it_user159396 - PeerSpot reviewer
Senior Consultant at a tech consulting company with 501-1,000 employees
Consultant
Monitoring multiple environments improved our organization, but probes need improvement.

What is most valuable?

Monitoring Infrastructure.

How has it helped my organization?

Monitoring multiple environments and platform independent.

What needs improvement?

Few probes need improvement in their function and the way they get deployed for monitoring.

For how long have I used the solution?

3 Years.

What was my experience with deployment of the solution?

No Major issues but slightly delay in response if configuration changes after deployment.

What do I think about the stability of the solution?

No.

What do I think about the scalability of the solution?

No.

How are customer service and technical support?

Customer Service:

Customer satisfaction service provided by the vendor.

Technical Support:

I would give 4 out of 5.

Which solution did I use previously and why did I switch?

Yes I did but I ended up with unreliable solution and stuck with platform dependencies.

How was the initial setup?

It is pretty straightforward as it has number of different ways to communicate with the end client that makes me feel very comfortable with is flexible product to work on.

What was our ROI?

Approximately but not constant to $65,000.

What's my experience with pricing, setup cost, and licensing?

Managed by the company finance as I’m a Technical Product Manager and not familiar with Finance in exact figures.

Which other solutions did I evaluate?

Yes I did. That was Nagios but it platform dependent and there I had to switch to Nimsoft.

What other advice do I have?

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

Disclosure: My company has a business relationship with this vendor other than being a customer: I previously worked for CA.
PeerSpot user
it_user158868 - PeerSpot reviewer
IT Support Specialist at a marketing services firm with 51-200 employees
Vendor
All in one essential service management solution, but ticket updating frequency needs improvement.

Valuable Features

Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems.

Improvements to My Organization

It helps to improve the escalated efficiency among different levels of engineers. For example, normally level 3 system or network engineers will directly pick up the 400- level tickets; while level 1 engineers (like myself) will focus on 100- and 300- tickets.

Room for Improvement

When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets.

Use of Solution

More than half a year, I suppose I started to use it in May 2014.

Deployment Issues

Not yet.

Stability Issues

Yes, sometime it takes a long time to update the newest status of ticket.

Scalability Issues

Not yet.

Customer Service and Technical Support

Customer Service:

I give it 3.5.

Technical Support:

I have not called CA technical support yet.

Initial Setup

We are the web portal, so there is no initial setup for software client.

Other Advice

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.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
PeerSpot user