TechValidate Research on CA Infrastructure Management


CA Service Operations Insight (SOI) Case Study: HealthCare Company

Introduction

This case study of a large enterprise health care 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.

“At this point in time CA SOI is allowing our operations staff (level 1 support) to view the services that the traditional hardware alarms are associated with. This is currently used to help them determine which services are being affected when a piece of hardware is having issues and which end user phone calls can be attributed to known hardware and service issues. The next phase of our CA SOI deployment will have operations using it to monitor services directly and issue tickets for hardware and service alarms.”

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 new business services and gain market share
  • 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 limited production deployment in their IT organization.
  • 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

  • CA SOI is helping them transform 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.




About This Data

This data was sourced directly from verified users of CA Infrastructure Management by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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