CA Unicenter Network and Systems Management (Discontinued) vs. SuperOps.ai

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.

Incentivized

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SuperOps.ai is positioned to be and continues to move itself in ways to be the best MSP platform available. Their PSA is so easy to work with it could easily reach past the IT industry as a service delivery platform for nearly any other vertical utilizing service professionals. SuperOps.ai doesn't work well for companies requiring complex tax assessment and calculations like telcos. They are slated to address this in the near future. (Written in 07/2024)

Incentivized

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

Incentivized

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• RMM automations
• Innovative multitasking via tab layout
• Scripting outputs and feedback
• Pace of development
• Accessibility of staff, support, and community
• Contract mangement

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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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Independently Invited by TrustRadius

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• Unreliable uptime – Frequent outages disrupt operations.
• Poor support – Slow response times and unhelpful assistance.
• Limited integrations – Lacks compatibility with key third-party tools.
• Buggy interface – Glitches make navigation frustrating and inefficient.
• Downtime all the time

In my opinion, SuperOps.ai is unreliable and inefficient. I feel frequent downtime makes it impossible to access critical data, and when issues arise, support is slow and unhelpful. In our case, we repeatedly requested access to backups, but they failed to provide a solution, leaving our business paralyzed during outages. Instead of streamlining operations, I believe it created more problems and wasted our time.

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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Independently Invited by TrustRadius

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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.

Incentivized

Independently Invited by TrustRadius

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We haven't seen this pace of development or support from any other player in the market both newer entrants and veteran competitors alike

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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.

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• Wasted time and resources – Constant troubleshooting reduced productivity.
• Loss of revenue – Downtime and system failures disrupted client services.
• Increased operational costs – Had to invest in alternative solutions due to platform issues.
• Negative client impact – Poor performance damaged trust and credibility with customers.