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 IT Asset Manager Helps Achieve Significant Cost Savings

What financial impact has the use of CA IT Asset Manager had on your organization?

Extremely Significant savings in asset expenditures: 11%
Very Signifcant savings in asset expenditures: 32%
Significant savings in asset expenditures: 26%
No savings realized: 32%

A large enterprise banking company manages over 10,000 assets with CA IT Asset Manager.

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%

Case Study: Global 500 Energy & Utilities Company

Introduction

This case study of a Global 500 energy & utilities company is based on a October 2013 survey of CA Service Catalog customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

  • Adopted CA Service Catalog to solve the following challenges:
    • A lack of a single point of contact for all requests

Use Case

  • Published 101-250 services in CA Service Catalog.
  • Has 25,001 to 100,000 employees at their organization that can request services with CA Service Catalog.
  • Is in the following stages of CA Service Catalog implementation:
    • a request interface for users: implemented
    • financial Chargeback/showback: planned to implement
    • service delivery automation: implemented
    • managing request SLAs: planned to implement
    • a consumer-like experience: currently implementing

Results

  • Achieved the following benefits with CA Service Catalog:
    • Improved IT transparency
  • strongly agree with the following statement: “CA Service Catalog has transformed how we deliver services by creating a consumer-like experience and providing additional transparency of services that resulted in reduced costs and increased customer satisfaction."
  • Delivers a service > 40% faster after adopting CA Service Catalog.
  • Realized a return on investment in CA Service Catalog in 9 to 12 months.
  • Saves > 200 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

Large Enterprises Save Time and Money with CA Service Catalog

A large enterprise health care company saves > 200 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

CA IT Asset Manager Case Study: Medium Enterprise Banking Company

Introduction

This case study of a medium enterprise banking 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 helps us] reduce audit risk and reinforce our relationship between IT inventory and vendors.”

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Reduce overspending on hardware assets
    • Reduce overspending on software licenses
    • Manage asset sprawl
    • Improve visibility into asset utilization

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
  • Has 1000-4999 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: implemented
    • vendor management: implemented
    • financial management: no plans to implement
    • contract management: implemented
    • software asset management: implemented
  • Manages 1000-4999 assets with CA IT Asset Manager.

Results

  • Realized very signifcant savings in asset expenditures with CA IT Asset Manager.
  • Rated how much CA enabled them to do the following:
    • improve asset lifecycle management: strongly agree
    • achieve sizeable cost savings: strongly agree
    • reduce software audit risk: very strongly agree
    • manage vendor relationships: strongly agree
    • improve financial transparency: strongly agree
  • Saves 100-150 hours per month managing assets across their lifecycle with CA IT Asset Manager.


More to Explore



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.

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