TechValidate Research on CA Infrastructure Management


CA Service Operations Insight (SOI) Case Study: HCL

Introduction

This case study of HCL is based on a September 2013 survey of CA Service Operations Insight (SOI) customers by TechValidate, a 3rd-party research service.

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 support new business services and gain market share
    • 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
    • A need to ensure that alerts/tickets are always routed to the right responder

Use Case

  • Finland-based HCL is a IT and engineering outsourced and managed service provider who deploys CA SOI at their clients’ environments.
  • 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 41% to 60% 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.
  • First line of support staff (e.g., level 1 operations) can solve 21% to 40% more problems since they began using CA SOI.
  • 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 clients’ 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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