TechValidate Research on CA Infrastructure Management


CA Service Operations Insight (SOI) Case Study: Intelligent Communication Software

Introduction

This case study of a small business computer software 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.

“CA SOI documents dependencies of services on IT components.”

Challenges

  • Using CA SOI for the following broader initiatives:
    • 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
  • 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
    • The issue of end users knowing service problems before IT is informed

Use Case

  • Germany-based computer software and services company
  • 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

  • Reduced the time-to-resolve service problems by 41% to 60% on average since they began using CA SOI.
  • CA SOI is helping them transform our 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 business services.




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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