TechValidate Research on CA Service Management

These pages present data that TechValidate has sourced via direct research with verified customers and users of CA Service Management. TechValidate stands behind the authenticity of all published data. Learn more »



661 Customers Surveyed

3,195 Data Points Collected

146 Published TechFacts

16 Published Charts

26 Published Case Studies



Selected Research Highlights


CA Service Catalog Solves Multiple Business Problems

What business problems did you have which led you to adopt CA Service Catalog?

Complaints from user community
19%
IT staff spending too much time on basic tasks
28%
IT staff reductions
6%
No single point of contact for all requests
59%
No transparency of IT services
56%

Case Study: Global 500 Health Care Company

Introduction

This case study of a Global 500 health care company is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“[CA IT Asset Manager enabled us to improve] compliance and asset reallocation, and [helped with the] termination of old assets.”

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Reduce overspending on software licenses
    • Manage software compliance
    • Manage assets throughout their lifecycle

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
  • Has over 10,000 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: implemented
    • contract management: implemented
    • software asset management: implemented
  • Manages over 10,000 assets with CA IT Asset Manager.

Results

  • Realized extremely significant savings in asset expenditures with CA IT Asset Manager.
  • Rated how much CA enabled them to do the following:
    • improve asset lifecycle management: very strongly agree
  • Achieved return on investment in CA Asset Manager in > 1 year.

Top Support Analyst Challenges

Common issues across IT organizations:

Use more than 5 tools/apps to resolve customer issues
29%
Knowledge is stashed in multiple places and could be better helping resolve issues
51%
Ticket hand-offs are tricky and must be handled very carefully
21%
Must access multiple queues to handle a single issue
14%
Issues are not always assigned to the best resource for solving them
50%
Capturing intelligence from a wide variety of other resources outside the ticketing system is time-consuming
37%

A large enterprise insurance company can deliver a service 20-40% faster after adopting CA Service Catalog.

CA IT Asset Manager Case Study: Small Business Computer Software Company

Introduction

This case study of a small business computer software company is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“[CA IT Asset Manager] has given us very good visibility over our Assets and Software Licenses, which has reduced costs on many levels.”

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Reduce overspending on hardware assets
    • Reduce overspending on software licenses
    • Manage software compliance
    • Manage assets throughout their lifecycle

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: begun the implementation process
    • vendor management: implemented
    • financial management: plans to implement
    • contract management: implemented
    • software asset management: begun the implementation process
  • Manages 1000-4999 assets with CA IT Asset Manager.

Results

  • Realized significant savings in asset expenditures with CA IT Asset Manager.
  • Rated how much CA enabled them to do the following:
    • improve asset lifecycle management: agree
    • achieve sizeable cost savings: agree
    • reduce software audit risk: strongly agree
    • manage vendor relationships: strongly agree
    • improve financial transparency: agree
  • Saves 0- 25 hours per month managing assets across their lifecycle with CA IT Asset Manager.

Large Organizations Save Time and Reduce Costs With CA Service Catalog

A Global 500 energy & utilities company saves > 200 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.



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About CA Service Management

CA Service Management service desk capabilities support operations by combining enterprise-level capabilities for support processes, with a unified user experience focused on self-service, mobility, social media-based collaboration, and advanced analytics.

CA Service Management Website   CA Technologies Website