TechValidate Research on CA Infrastructure Management

Introduction

This case study of FASTWEB S.p.A. is based on a September 2014 survey of CA eHealth customers by TechValidate, a 3rd-party research service.

Challenges

• Held back from investing more into their infrastructure management and monitoring solutions because:
  • Nothing

Use Case

• Is currently investigating ways to better monitor routers and switches across many domains.
• Uses too many products to count for infrastructure management and performance monitoring.
• The following features are most important in providing insight into the performance of their infrastructure:
  • Monitoring all network devices
  • Managing traps, alarms and alters
  • Separating interfaces for admin and non-admin users
• Runs the following add-on capabilities to improve service quality and visibility into infrastructure performance:
  • Voice performance
  • SNMP agents
• Uses the following resources in order to maximize their CA eHealth investment:
  • CA Support (support.ca.com)
  • Google or other search engines

Results

• Rates the following CA eHealth capabilities as compared to other network monitors:
  • Live KPI reporting: superior
  • SLA reporting: vastly superior
  • Compliance monitor and reporting: vastly superior

Introduction

This case study of a small business banking company is based on a September 2013 survey of CA Service Operations Insight (SOI) customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

• Using CA SOI for the following broader initiatives:
  • IT tools/vendor consolidation
  • IT transformation from a traditional technology-focused to a service-focused organization
  • IT transformation to support a new business model
  • IT transformation to more efficiently deploy and manage new IT technologies
• Addresses the following critical challenges with CA SOI:
  • Difficulties in understanding and reporting the status of services
  • A need to ensure service level objectives or agreement are met
  • The issue of end users knowing service problems before IT is informed

Use Case

• Uses CA SOI for the following purposes:
  • To consolidate events/alerts from monitoring tools into a single console
  • To integrate data from monitoring tools to model and manage services
  • To communicate service status to business stakeholders and/or external customers
  • To consolidate the management of multiple customers in a single dashboard

Results

• Reduced the time-to-identify the root cause of service problems by 21% to 40% on average since they began using CA SOI.
• Reduced the time-to-resolve service problems by 21% to 40% on average since they began using CA SOI.
• The Level 1 operations support staff can solve 21% to 40% more problems since they began using CA SOI.
• CA SOI is helping them transform their IT culture from being technology-focused to a service-focused organization.
• CA SOI’s ability to pinpoint service impact across technology silos helps them proactively mitigate risk to their business.