CA Unicenter - The World's Okayest Ticketing and Asset Management System
Rating: 3 out of 10
October 29, 2019
Vetted Review
Verified User
10 years of experience
We use CA Unicenter across our entire organization. It's used for IT ticketing, asset management, incident management, change orders, problem management, customer service analytics, and more. We also use it for ticketing with other non-IT teams such as Facilities. All of our sub-agencies are on this one ticketing and asset system.
- 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.
60%
6.0
60%
6.0
55%
5.5
20%
2.0
- 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.
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.