CA Unicenter - The World's Okayest Ticketing and Asset Management System
Rating: 3 out of 10
IncentivizedUse Cases and Deployment Scope
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.
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.
Likelihood to Recommend
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.
Vetted Review
10 years of experience