My day to day RTC life
June 04, 2019

My day to day RTC life

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with IBM Rational Team Concert

IBM Rational Team Concert (RTC) is widely used in my company globally for project planning, task management, incident management, source code control, resource projection etc. It is being used during the whole software development and implementation and post-production cycle. Our tooling team also integrates RTC with other tools, such as GSD, JIRA, Confluence etc. to help us improve work efficiency.
  • Easy to use with well defined template and user defined fields. New team can setup a project area easily by copying an existing template and adding customized fields for their special needs.
  • It can be used during almost the whole project cycle and give us a better view and control on the projects.
  • Lots of built-in report functions.
  • I feel like it is too heavy sometimes and updating is not very straight forward. For example, if I want to change an incident ticket (IN) to a service request (SR) and add some comment for the change, I have to first change the IN to SR, then click refresh which takes a few seconds, then add a comment. If I forget the refresh step, my comment will be discarded without warning like my ticket is not in the latest status. This also happens when somebody else changes the ticket during my edit as I can not lock the ticket exclusively.
  • RTC helps automate incident management workflow which improves our work efficiency. With the integration with Geneos and GSD, we can one click create RTC incident tickets from Geneos with most of the information copied from Geneos automatically and then link the details to GSD for privilege account management if needed.
  • RTC provides a holistic view on ad hoc production activities. We use RTC for production management. Whoever needs to get access to production due to non-planned activities (planned change is managed in GSD) has to raise an incident ticket or service request ticket in RTC so as to get production privilege accounts.
  • RTC is also being used to review and approve the usage of privilege account which help us to meet audit requirements. For example, if a user made some database change using privilege account under incident number xxx, an entry will be added in RTC and sent to account owner or production support manager to review and approve.
Although JIRA is getting popular in DevOps team, it does not work well with ITIL model as RTC does. RTC is still widely used for production management in our company.

CA Service Desk Manager (GSD) is integrated with TPAM which is being used for privilege account management in our company. It cannot be skipped in our production management workflow. But it only provides poor report function, we hardly generate KPI using GSD statistic, so we built RTC as a front layer on top of it. The user only needs to operate on RTC then one click link all the required information to GSD so as to get TPAM is required.
Well suited area in my team: Our production support team uses it for day to day incident management and problem management. Its built-in features fit the ITIL framework perfectly. Less appropriate area in my team:
We are changing our team structure to DevOps and our software development cycle from a traditional waterfall model to Agile. RTC is not as good as JIRA in Kanban and scrum.