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 »

584 Customers Surveyed

2,901 Data Points Collected

146 Published TechFacts

16 Published Charts

26 Published Case Studies

Selected Research Highlights

Important metrics in ITSM organizations

High, Medium, Low, Not Tracked

S High S Medium S Low S Not Tracked

Tickets closed per week
Cost per ticket
Customer satisfaction overall
Satisfaction by analyst

CA IT Asset Manager Case Study: Delaware Dept. Of Technology & Information


This case study of Delaware – Dept. of Technology & Information is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service.

“ITAM has assisted us in better managing our contract and other legal documents, produce and send out reports based on time and calculate (project) how much we will pay for annual maintenance. Additionally, we now have all of our assets in place and are in the process of linking assets with the contracts they were purchased under.”


  • Purchased CA IT Asset Manager to solve the following business problems:
    • Reduce overspending on software licenses
    • Improve visibility into asset utilization
    • Manage assets throughout their lifecycle
    • knowing what all we have and the associated financial agreement that asset was purchased under.

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
    • A home grown application
  • Has 100-499 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 1000-4999 assets with CA IT Asset Manager.


  • 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: strongly agree
    • achieve sizeable cost savings: agree
    • reduce software audit risk: agree
    • improve financial transparency: strongly agree
  • Achieved return on investment in CA Asset Manager in 6 – 9 months.

When it comes to IT Service Management

How do employees prefer to resolve issues?

Ask peers about it
Search for answers on the company intranet
Search for answers on the internet
Call or use email to interact with IT on issues
Go to IT (online support desk) as last resort

A large enterprise insurance company saves 25- 50 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

Allstate Insurance of CA manages 1000-4999 assets with CA IT Asset Manager.

Case Study: Large Enterprise Insurance Company Achieves Rapid ROI & Improved Satisfaction


This case study of a large enterprise insurance 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.

“We are just beginning to implement Service Catalog, and have already seen improved satisfaction from our employees.”


  • Adopted CA Service Catalog to solve the following challenges:
    • Complaints from the user community
    • IT staff spending too much time on basic tasks
    • A lack of IT service transparency

Use Case

  • Published < 100 services in CA Service Catalog.
  • Has 5,000 to 25,000 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: planned to implement
    • managing request SLAs: planned to implement
    • a consumer-like experience: implemented


  • Achieved the following benefits with CA Service Catalog:
    • Improved productivity
    • Decreased calls to help desk
    • Improved customer satisfaction
    • Improved IT transparency
    • Reduced service delivery costs
  • very 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 20-40% faster after adopting CA Service Catalog.
  • Realized a return on investment in CA Service Catalog in < 3 months.
  • Saves 25- 50 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

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.

CA Service Management Website   CA Technologies Website