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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


CA IT Asset Manager Case Study: Large Enterprise Banking Company

Introduction

This case study of a large enterprise banking company is based on a January 2014 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:
    • Reduce overspending on hardware assets
    • Reduce overspending on software licenses
    • Manage software compliance
    • Improve visibility into asset utilization

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: plans to implement
    • vendor management: plans to implement
    • financial management: no plans to implement
    • contract management: plans to implement
    • software asset management: plans to implement
  • Manages over 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: agree
    • achieve sizeable cost savings: agree
    • reduce software audit risk: agree
    • manage vendor relationships: agree
    • improve financial transparency: agree

Allstate Insurance of CA realized extremely significant savings in asset expenditures with CA IT Asset Manager.

A Global 500 banking company saves 50-100 hours per month managing assets across their lifecycle with CA IT Asset Manager.

CA Service Catalog Achieves a Rapid Return on Investment

In what timeframe were you able to achieve a return on your CA Service Catalog investment?

Less than 3 months: 20%
3 to 6 months: 30%
6 to 9 months: 0%
9 to 12 months: 30%
Over 1 year: 20%

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%

Case Study: Small Business Computer Services Company

Introduction

This case study of a small business computer services 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 < 100 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: implemented
    • financial Chargeback/showback: planned to implement
    • service delivery automation: planned to implement
    • 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 customer satisfaction
    • Improved IT transparency
    • Reduced service delivery costs
  • 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 to 6 months.
  • Saves 50-100 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.

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