CA Service Management, with CA Service Desk Manager vs. Splunk IT Service Intelligence (ITSI)

It is a suitable tool for a large organization with extensive user needs. It is not for a small shop as it may be over-engineered for smaller organizations that don't have teams that can manage a solution of this size. It does have some significant hardware and configuration needs, but that should not deter customers from deploying it in-house. I've seen it deployed in the cloud as well as in-house; the downside to deploying it as a hosted solution is you're forever at the mercy of the vendor for customizations, and they cost an arm and a leg. The simplest things take a long time and cost much more money than necessary, so you can't truly get a custom solution and end up with mostly vanilla services (unless you have very deep pockets.)

Incentivized

Splunk ITSI is a great tool (and toolbox) for combining together numerous and varied monitoring regimes to bring more holistic analysis and reduce alert fatigue. By leveraging the Splunk ITSI service and KPI modeling regime, ecosystem telemetry can be turned into a more reliable, clearer, high-level perspective on the current state of your components and services.

• A large community where, if help is needed, is usually very helpful and quick to respond.
• Various sites with good information on various issues. If you have a problem, there's a good chance some else already had it and documented it.
• Fairly easy installation of the product if recommendations are followed and prep-work is done.

Incentivized

• Monitor hundreds of IT services by continuously tracking thousands of KPIs in a scalable way.
• Quickly identify problem areas by a combination of default visualizations and ability to create custom dashboards.
• Extremely configurable to effectively monitor nearly any KPI imaginable from Splunk.

Incentivized

• The right-click feature is disabled in this application and users are unable to copy and paste with mouse or touchpad.
• The application also freezes quite a bit and a user will have to quite often close and reopen browser to get it functioning properly.

Incentivized

• ITSI really needs a robust splunk log ingestion infrastructure at its core
• ITSI requires a great engineering team to build out the automated discovery and topology
• Unless you use an API to build the topology, the view can quickly become static

Incentivized

While the concepts of Service Desk and EITM were solid. The user interface, tool capabilities, and integrations fell behind the rest of the industry. Too often it seemed like CA bought and rebranded products without fully integrated them with their other products. It was a coat of paint, without the parts under the hood being updated. The overhead for administration was too high and the reporting capabilities were absolutely amongst the worst I've seen.

Incentivized

We have replaced our monitoring platform with Splunk & ITSI, and with the success, it's seen at our organization thus far we would be hard-pressed to pivot to another tool. Frankly, our business partners and application teams love Splunk & ITSI.

Splunk IT Service Intelligence (ITSI) is a platform with extended functionality and provides various functionalities which can be utilized to improve the efficiency and accuracy in analyzing the data and detecting the attacks.

During POC, pre-planning, and implementation, we have had interactions with numerous folks at Splunk. Everyone from sales & engineering to markets analysts to specific IT component SMEs, and a small professional services engagement to get started. They have all been exceptionally helpful and go above and beyond the call of duty. They actively reach out to ensure success is being realized and find ways to help proactively, instead of having to simply open support cases with the vendor.

We are too integrated with CA Service Desk Manager to disassociate anytime soon. We found the more we used the product the more we needed to customize it in order to better integrate with our business processes. There are other alternatives that have many built-in features that had we have foreseen our future requirements... would have chosen ServiceNow or Remedy as our "go-to" ticketing product.

Incentivized

Splunk has raised itself as a platform not just as a tool unlike other products in the market. If I talk about Moogsoft it also has similar capabilities but Splunk ITSI has more visibility and its GUI is making a different impact on the users. ServiceNow and Splunk are equally capable products however Splunk seems to have more tech-savvy people tools than ServiceNow.

Incentivized

• Having CA Service Desk Manager within the company has increased the satisfaction of customer service from 68% to 95%. Teams are getting better customer survey scores and making better efforts to meet their SLAs.
• CA Mobile app has provided agility and collaboration among IT Users and Customers.

Incentivized

• Splunk ITSI has reduced the number of alerts exposed to our Network Operations Center by 100x while increasing the context around outages.
• Splunk ITSI has increased the accuracy of our incident detection by leveraging the Event Analytics system to weigh the behavior of the many characteristics of each component together instead of independently.
• Splunk ITSI has reduced our incident MTTR (mean time to restore) by detecting issues faster, presenting them more clearly, and surfacing the salient details about the underlying issue.