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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 »



660 Customers Surveyed

3,192 Data Points Collected

146 Published TechFacts

16 Published Charts

26 Published Case Studies



Selected Research Highlights


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.

Karen Watson, IT Manager, Delaware - Dept. of Technology & Information

CA IT Asset Manager Solves Multiple Business Problems

What business problems did you have which led you to adopt CA IT Asset Manager?

Overspending on hardware assets
26%
Overspending on software licenses
39%
Manage asset sprawl
39%
Manage software compliance
35%
Lack of visibility into asset utilization
39%
Managing assets throughout their lifecycle
61%

Case Study: European Federal Government

Introduction

This case study of a federal government is based on a October 2013 survey of CA Service Catalog customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“The catalogue is used plainly for Financial charge back. It has reduced manual steps in the invoicing process significantly saving time and improving quality”

Challenges

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

Use Case

  • Published 251-500 services in CA Service Catalog.
  • Has up to 1,000 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: planned to implement
    • financial Chargeback/showback: implemented
    • service delivery automation: no Plans to Implement
    • managing request SLAs: planned to implement
    • a consumer-like experience: planned to implement

Results

  • Achieved the following benefits with CA Service Catalog:
    • Improved productivity
    • Improved customer satisfaction
    • Improved IT transparency
  • Delivers a service 0-10% faster after adopting CA Service Catalog.
  • Realized a return on investment in CA Service Catalog in 9 to 12 months.

An educational institution manages 5000-9999 assets with CA IT Asset Manager.

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.

CA Service Catalog Helps to Reduce Labor Costs and Increase IT Staff Productivity

How many FTE hours per month do you save from automating requests, approvals, and the delivery of services with CA Service Catalog?

200 or more hours: 17%
150-200 hours: 0%
100-150 hours: 8%
50-100 hours: 17%
25-50 hours: 33%
Up to 25 hours: 25%


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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.

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