TechValidate Research on CA Infrastructure Management

Introduction

This case study of a medium enterprise computer services 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 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
  • Difficulties finding the root cause of service problems
  • A need to ensure service level objectives or agreement are met
  • A need to ensure that alerts/tickets are always routed to the right responder
  • The issue of end users knowing service problems before IT is informed

Use Case

• Their CA Service Operations Insight (SOI) is in production deployment
• 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

Results

• CA SOI is helping them transform their IT culture from being technology-focused to a service-focused organization.

Introduction

This case study of a medium enterprise security products & services company is based on a July 2016 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

The business challenges that led the profiled company to evaluate and ultimately select CA Service Operations Insight (SOI):

• Challenges addressed with CA SOI:
  • Hard to identify slow growing problems
  • Difficulty knowing when and where to act to solve performance issues

Use Case

The key features and functionalities of CA Service Operations Insight (SOI) that the surveyed company uses:

• CA SOI features being used:
  • CA SOI Service View Dashboard
  • CA SOI Reporting with Jaspersoft
• Connectors used with CA SOI:
  • CA UIM
  • CA Service Desk
• Used CA SOI Quick Charts Dashboard for:
  • Risk
  • Quality
  • SLA

Results

The surveyed company achieved the following results with CA Service Operations Insight (SOI):

• CA SOI services defined:
  • Escalation Policies: up to 9
  • Event Management: up to 9
  • Service Discovery Policies: up to 9
  • Alarm Queues: 24-10
• Create their own business services in CA SOI
• Features active with CA SOI:
  • Business services: 49-10
  • Daily alerts: 49-10
• SLA’s are based on:
  • Quality
  • Health