TechValidate Research on CA Infrastructure Management


CA Service Operations Insight (SOI) Case Study: IT Alliance

Introduction

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

“CA SOI simplified service management.”

Challenges

  • Using CA SOI for the following broader initiatives:
    • IT transformation to support a new business model
  • Addresses the following critical challenges with CA SOI.
    • Difficulties finding the root cause of service problems
    • A need to ensure service level objectives or agreement are met

Use Case

  • Brazil-based computer services organization deploying CA SOI for its customers
  • Uses CA SOI for the following purposes:
    • 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 61% to 80% on average since they began using CA SOI.
  • First line of support staff (e.g., level 1 operations) can solve 61% to 80% 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 customers’ 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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