CA Unicenter - The World's Okayest Ticketing and Asset Management System
Pros
- ITIL ticketing (incidents, problems, etc.).
- Change orders.
- Matching up its asset management system with incidents/change orders.
Cons
- 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.
Return on Investment
- 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.
Alternatives Considered
ServiceNow
Other Software Used
ServiceNow, SolarWinds Network Performance Monitor, BMC Helix ITSM (Remedy)