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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 »



584 Customers Surveyed

2,901 Data Points Collected

146 Published TechFacts

16 Published Charts

26 Published Case Studies



Selected Research Highlights


Case Study: Coris Llc

Introduction

This case study of CORIS LLC is based on a October 2013 survey of CA Service Catalog customers by TechValidate, a 3rd-party research service.

“CA Catalog provided control and automation for request ordering and approval processes. It helped to free IT staff from routine procedures and concentrate on analysis and service improvements.”

Challenges

  • Adopted CA Service Catalog to solve the following challenges:
    • IT staff spending too much time on basic tasks
    • A lack of a single point of contact for all requests
    • A lack of IT service transparency

Use Case

  • Published 501-1000 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: no Plans to Implement
    • service delivery automation: implemented
    • managing request SLAs: implemented
    • a consumer-like experience: implemented

Results

  • Achieved the following benefits with CA Service Catalog:
    • Improved productivity
    • Decreased calls to help desk
    • Improved IT transparency
  • 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.
  • Saves 100-150 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

Important metrics in ITSM organizations

High, Medium, Low, Not Tracked

S High S Medium S Low S Not Tracked

Mean-time-to-resolution
Tickets closed per week
Cost per ticket
Customer satisfaction overall
Satisfaction by analyst

CA IT Asset Manager Helps to Reduce Labor Costs and Increase IT Staff Productivity

How many FTE hours per month do you save from managing assets across their lifecycle with CA IT Asset Manager?

200 or more hours: 0%
150-200 hours: 13%
100-150 hours: 38%
50-100 hours: 13%
25-50 hours: 0%
0- 25 hours: 38%

IT Knowledge materials for Employees

60% of surveyed IT organizations believe that the knowledge materials made available to employees are written by IT for IT.

CA Service Catalog TechFact

A large enterprise health care company has 5,000 to 25,000 employees at their organization that can request services with CA Service Catalog.

CA IT Asset Manager Case Study: Global 500 Banking Company

Introduction

This case study of a Global 500 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.

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Manage asset sprawl
    • Manage software compliance
    • Manage assets throughout their lifecycle

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Nothing
  • Has over 10,000 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: implemented
    • vendor management: plans to implement
    • financial management: implemented
    • contract management: no plans to implement
    • software asset management: plans to implement
  • Manages > 10,000 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: strongly agree
    • manage vendor relationships: agree
    • improve financial transparency: strongly agree
  • Achieved return on investment in CA Asset Manager in 3 – 6 months.
  • Saves 50-100 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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