Aurea CX Platform vs CA Unicenter NSM (Discontinued)

Likelihood to Recommend

The tool has potential. Its capabilities and visual aspects could be considered rather basic but this might improve, particularly if the business intelligence/analytics aspect is leveraged. Once running well, it could allow (perhaps smaller) companies to successfully improve their customers' experiences through digitalizing customer journey - and we all know that customer loyalty goes a long way. However, whether or not the tool is comprehensive enough to deliver this for larger companies with more complex, multi- and omni-channel interactions is yet to be seen...

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Verified User

Partner in Information Technology

Pharmaceuticals Company, 51-200 employees

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It's a decent system if you're a pure IT shop and want to become ITIL-aligned. It forces everyone into an ITIL mentality - service level agreements, change management, and asset tracking. It's very rote, for better and for worse. It's not appropriate at all as a customer-facing or non-IT facing self-service tool. You will never get your end users to really understand how to use the interface.

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Verified User

Director in Information Technology

Government Administration Company, 10,001+ employees

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Feature Rating Comparison

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Dashboards

Standard reports

Custom reports

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Process designer

Process simulation

Business rules engine

SOA support

Process player

Model execution

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Social collaboration tools

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Content management

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Automated alerts and notifications

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Patch Management

Service configuration management

Software and hardware inventory

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Performance data reports

Customizable reporting

Data visualization

Risk analysis

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Antivirus and malware management

Pros

Face-lifted platforms: CX Messenger (formerly Sonic), CX Monitor (formerly Actional), CX Process (formerly Savvion)
User-friendly UI
Relatively painless implementation

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Verified User

Partner in Information Technology

Pharmaceuticals Company, 51-200 employees

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ITIL ticketing (incidents, problems, etc.).
Change orders.
Matching up its asset management system with incidents/change orders.

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Verified User

Director in Information Technology

Government Administration Company, 10,001+ employees

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Cons

Standard edition is significantly lighter touch than the (pricier) Enterprise version
There are similar solutions on the market that are competitively prices and offer positive user experience
Data migration can be tricky at times

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Verified User

Partner in Information Technology

Pharmaceuticals Company, 51-200 employees

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The user interface (UX) is antiquated and clunky. Compared to ServiceNow, it feels like it's 15 years behind.
It's complicated - We do routine internal training just to get people to use it correctly.
It doesn't have an automated way of discovering assets. Everything has to be force-fed.

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Verified User

Director in Information Technology

Government Administration Company, 10,001+ employees

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Support Rating

No score

No answers yet

No answers on this topic

CA Unicenter NSM (Discontinued) 2.0

Based on 2 answers

We have to hire 2 full-time 3rd-party consultants to run this application. That tells me it's not a very IT-friendly, vendor-supported application. Compare that with, say, SolarWinds, which is much easier for regular IT staff to customize without sacrificing features and capability. Sure, we have to bring in Loop1 to consult for us when we need to do a major SolarWinds config change or need a really unusual custom query built, but we never need more than 10 hours of consulting per month.

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Verified User

Director in Information Technology

Government Administration Company, 10,001+ employees

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Alternatives Considered

No answers on this topic

I did not select CA. If it were up to me, I would migrate us to ServiceNow. The user interface on ServiceNow is 100% more modern and 200% more user friendly. With ServiceNow, the front page for end users makes it clear: one button that says "Ask for something" and one button that says "Report a problem". That's what our end users need. The biggest problem we have in our organization is that our end users don't report issues to the Help Desk often enough and rarely ask for things through the Help Desk. A clean, simple self-service option like this would open up a world of new information for our customer service team.

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Verified User

Director in Information Technology

Government Administration Company, 10,001+ employees

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Return on Investment

As our customers vary in size and maturity, the ROI ranges accordingly.
For younger, smaller businesses this is a useful tool. Digitalization of he customer journey has certainly helped save time and efforts in many cases.
For more mature market players the tool is not always comprehensive enough. Dashboard and report personalization take time and efforts, and sometimes it feels that a dedicated BI tool would be a more suitable solution.

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Verified User

Partner in Information Technology

Pharmaceuticals Company, 51-200 employees

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It helped make us an ITIL shop.
It was integral during our large IT consolidation 10 years ago in merging 10 different IT departments into one by converging on one ticketing system for all IT issues.
Its lack of user-friendliness has gated us from being able to deploy a true self-service IT help desk.

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Verified User

Director in Information Technology

Government Administration Company, 10,001+ employees

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Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Aurea CX Platform Editions & Modules

Edition

License	$200,000¹

Per Year

Additional Pricing Details

—

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

CA Unicenter NSM (Discontinued) Editions & Modules

—

Additional Pricing Details

—

Rating Summary

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Aurea CX Platform

CA Unicenter NSM (Discontinued)

Likelihood to Recommend