Mfg. Part: CSMNUS990-S2 | CDW Part: 3568056
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Product Reviews
Rated 3.8 out of 5 by 4reviewers.
Rated 3 out of 5 by It has the ability to integrate and fit well with other tools in the CA ecosystem. I'd like to see an improved UI for a lot of the systematic commands. Valuable Features:The most valuable features for me are:* Scalable architecture,* Customization potential - the UI, background, and data movement allows you to be able to tailor to the nitty gritty details of what you might need in your environment, and* Advanced workflow management.Improvements to My Organization:It has the ability to integrate with other CA tools (we use a lot of others). It fits well into the CA ecosystem of multiple products.Room for Improvement:It needs a better integration engine.A UI for a lot of the systematic commands which are still command line interface-based needs improvement.Stability Issues:Good stability – partially because we implemented it well for hundreds of concurrent users (not thousands) and we never have issues.Scalability Issues:It's planned for, but not added on so easily. With newer versions with the next upgrade we plan to issue it to more users.Technical Support:Most often I try to go to high-level support personnel. They redundantly ask for the same information as you move higher up in the support information system, so you need to give them so much information that that often doesn't matter. Once you find the right person, it's easier to get what you need.Previous Solutions:There was a merger and acquisition and we had competing products, so we looked for a tool that could merge two products, initiating the transfer. We looked for commitment from the vendor for further development of their tool.Initial Setup:The complexity depends on how you set up. A tiered approach focusing on the modules of management within the program would be best. You can't just roll out all the modules all in one swoop.Other Solutions Considered:We also looked at BMC and ServiceNow. We chose CA because they integrate with other systems already, so this was easier.Other Advice:There’s a lot of practices that others consider standard, that you need to adopt yourself or enable/configure, as it's not a given that it's already there.Size of your business will dictate whether or not you should be looking at this tool. This is not appropriate for a small or even a medium-sized business. Too much overhead for a small company. There's the need for continual maintenance.Disclaimer: I am a real user, and this review is based on my own experience and opinions. November 25, 2015
Rated 3 out of 5 by Reduced the Service Desk effectiveness compared to the product we were using. Valuable Features:The ability to add Additional Information Screens on the fly.Improvements to My Organization:Actually this product and its limitations reduced the Service Desk effectiveness compared to the product we were using.Room for Improvement:You cannot make any structural customizations to any of the screen since this is a SAS and it is a shared database structure.Use of Solution:2 YearsDeployment Issues:Yes – we lost functionality we had due to the fact that you could not build in all the custom feature we had with HEAT.Stability Issues:We had numerous outages due to issues with product and data center issues.Scalability Issues:No issues with scalability.Customer Service:All support was in India and was not good.Technical Support:I found them adequate at best.Previous Solutions:We had been using FrontRange HEAT and when we outsourced the Service Desk (big mistake) they provided a solution called On-Target. After they failed to deliver the functionality in their contract they were required to purchase us a new ticketing system. We did not go back to HEAT since the CIO wanted everything outsourced and nothing in-house.Initial Setup:It was easy for me since I was very familiar with ticketing systems.Implementation Team:We worked directly with InTeq who owned InfraDesk before they were acquired by CA.ROI:Product was very expensive and I was not happy with the limitations of the SAS.Cost and Licensing Advice:The cost was a 3 year contract with InTeq and was 300K a year, since it has been acquired by CA I am not sure what it would cost if you were a new customer.Other Solutions Considered:Yes – we looked at going back to HEAT but FrontRange came back with a bid for their other product ITSM which was too expensive even after I told them that we wanted HEAT with Change Control and cost was important.Other Advice:If you need any kind of customizations or think you may need them in the future, look for another product.Disclaimer: I am a real user, and this review is based on my own experience and opinions. November 19, 2014
Rated 5 out of 5 by Monitoring multiple environments improved our organization, but probes need improvement. Valuable Features:Monitoring Infrastructure.Improvements to My Organization:Monitoring multiple environments and platform independent.Room for Improvement:Few probes need improvement in their function and the way they get deployed for monitoring.Use of Solution:3 Years.Deployment Issues:No Major issues but slightly delay in response if configuration changes after deployment.Stability Issues:No.Scalability Issues:No.Customer Service:Customer satisfaction service provided by the vendor.Technical Support:I would give 4 out of 5.Previous Solutions:Yes I did but I ended up with unreliable solution and stuck with platform dependencies.Initial Setup:It is pretty straightforward as it has number of different ways to communicate with the end client that makes me feel very comfortable with is flexible product to work on.ROI:Approximately but not constant to $65,000.Cost and Licensing Advice:Managed by the company finance as I’m a Technical Product Manager and not familiar with Finance in exact figures.Other Solutions Considered:Yes I did. That was Nagios but it platform dependent and there I had to switch to Nimsoft.Other Advice:This is the best product for Large Infrastructure companies/organizations to monitor their infrastructures/servers etc.Disclaimer: My company has a business relationship with this vendor other than being a customer:I previously worked for CA. October 29, 2014
Rated 4 out of 5 by All in one essential service management solution, but ticket updating frequency needs improvement. Valuable Features:Essential service management solution all in one, like 100- for service request, 200- for change request, 300- for incidents, 400- for problems.Improvements to My Organization:It helps to improve the escalated efficiency among different levels of engineers. For example, normally level 3 system or network engineers will directly pick up the 400- level tickets; while level 1 engineers (like myself) will focus on 100- and 300- tickets.Room for Improvement:When tickets are closed occasionally, it is quite hard to reopen it, which will cause lost-tickets.Use of Solution:More than half a year, I suppose I started to use it in May 2014.Deployment Issues:Not yet.Stability Issues:Yes, sometime it takes a long time to update the newest status of ticket.Scalability Issues:Not yet.Customer Service:I give it 3.5.Technical Support:I have not called CA technical support yet.Initial Setup:We are the web portal, so there is no initial setup for software client.Other Advice:There is a need to improve the ticket updating speed or frequency, as sometimes, a ticket is shown ‘being locked’, but it’s actually not locked by anyone.Disclaimer: I am a real user, and this review is based on my own experience and opinions. October 27, 2014
  • 2016-10-23 T08:43:14.880-05:00
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