TechValidate Research on CA Service Management

26 Case Studies


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

Case Study: Global 500 Health Care Company

Introduction

This case study of a Global 500 health care 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 enabled us to improve] compliance and asset reallocation, and [helped with the] termination of old assets.”

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Reduce overspending on software licenses
    • Manage software compliance
    • Manage assets throughout their lifecycle

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: implemented
    • contract management: implemented
    • software asset management: implemented
  • Manages over 10,000 assets with CA IT Asset Manager.

Results

  • Realized extremely significant savings in asset expenditures with CA IT Asset Manager.
  • Rated how much CA enabled them to do the following:
    • improve asset lifecycle management: very strongly agree
  • Achieved return on investment in CA Asset Manager in > 1 year.

Case Study: Allstate Insurance Of CA Achieves Significant Savings and Rapid ROI

Introduction

This case study of Allstate Insurance of ca is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service.

“[CA Technologies creates] good products!”

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Reduce overspending on hardware assets

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • A home grown application
  • Has 5000-9999 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: implemented
    • vendor management: begun the implementation process
    • financial management: begun the implementation process
    • contract management: plans to implement
  • Manages 1000-4999 assets with CA IT Asset Manager.

Results

  • Realized extremely significant savings in asset expenditures with CA IT Asset Manager.
  • Rated how much CA enabled them to do the following:
    • improve asset lifecycle management: very strongly agree
    • achieve sizeable cost savings: strongly agree
    • reduce software audit risk: very strongly agree
    • manage vendor relationships: very strongly agree
    • improve financial transparency: very strongly agree
  • Achieved return on investment in CA Asset Manager in 3 – 6 months.
  • Saves 100-150 hours per month managing assets across their lifecycle with CA IT Asset Manager.

Case Study: Discovery Holdings Ltd.Achieves Signifcant Cost Savings and Rapid ROI

Introduction

This case study of DISCOVERY HOLDINGS LTD. is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service.

“[CA IT Asset Manager enables us to] track assets, ensure lifecycle compliance, and provide correct charge outs.”

Challenges

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

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • A home grown application
  • Has 5000-9999 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: begun the implementation process for
    • vendor management: no plans to implement
    • financial management: begun the implementation process for
    • contract management: implemented
    • software asset management: begun the implementation process for
  • Manages 5000-9999 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
  • Achieved return on investment in CA Asset Manager in 6 – 9 months.

CA IT Asset Manager Case Study: Small Business Banking Company

Introduction

This case study of a small business 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:
    • Spreadsheets
  • Has under 100 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
    • contract management: begun the implementation process
    • software asset management: plans to implement
  • Manages 100-499 assets with CA IT Asset Manager.

Results

  • Rated how much CA enabled them to do the following:
    • improve asset lifecycle management: very strongly agree
    • achieve sizeable cost savings: agree
    • reduce software audit risk: strongly agree
    • manage vendor relationships: strongly agree
  • Achieved return on investment in CA Asset Manager in 3 – 6 months.

CA IT Asset Manager Case Study: Intersoft SA

Introduction

This case study of INTERSOFT SA is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service.

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Manage asset sprawl
    • Manage software compliance
    • Improve visibility into asset utilization

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Another asset or service management tool
  • Has over 10,000 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: implemented
    • financial management: implemented
    • 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: agree
    • reduce software audit risk: strongly agree
    • manage vendor relationships: very strongly agree
    • improve financial transparency: very strongly agree
  • Achieved return on investment in CA Asset Manager in 9 -12 months.
  • Saves 100-150 hours per month managing assets across their lifecycle with CA IT Asset Manager.

CA IT Asset Manager Case Study: Small Business Computer Software Company

Introduction

This case study of a small business computer software 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] has given us very good visibility over our Assets and Software Licenses, which has reduced costs on many levels.”

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
    • Manage assets throughout their lifecycle

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: begun the implementation process
    • vendor management: implemented
    • financial management: plans to implement
    • contract management: implemented
    • software asset management: begun the implementation process
  • Manages 1000-4999 assets with CA IT Asset Manager.

Results

  • 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: agree
    • achieve sizeable cost savings: agree
    • reduce software audit risk: strongly agree
    • manage vendor relationships: strongly agree
    • improve financial transparency: agree
  • Saves 0- 25 hours per month managing assets across their lifecycle with CA IT Asset Manager.

CA IT Asset Manager Case Study: Educational Institution

Introduction

This case study of a educational institution is based on a November 2013 survey of CA IT Asset Manager customers by TechValidate, a 3rd-party research service. The profiled organization asked to have their name blinded to protect their confidentiality.

“CA IT Asset Manager gives us complete vision to the business, from the demand to the management of the service and the change impact to the assets.”

Challenges

  • Purchased CA IT Asset Manager to solve the following business problems:
    • Manage asset sprawl
    • Improve visibility into asset utilization
    • Manage assets throughout their lifecycle

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
    • A home grown application
  • Has 500-999 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • license management: no plans to implement
    • vendor management: begun the implementation process
    • financial management: no plans to implement
    • contract management: begun the implementation process
    • software asset management: no plans to implement
  • Manages 5000-9999 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: very strongly agree
    • achieve sizeable cost savings: strongly agree
    • reduce software audit risk: strongly agree
    • manage vendor relationships: very strongly agree
    • improve financial transparency: agree
  • Achieved return on investment in CA Asset Manager in > 1 year.
  • Saves 150-200 hours per month managing assets across their lifecycle with CA IT Asset Manager.

CA IT Asset Manager Case Study: Large Enterprise Retail Company

Introduction

This case study of a large enterprise retail 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 assets throughout their lifecycle

Use Case

  • Used the following tools to manage assets before deployment of CA IT Asset Manager:
    • Spreadsheets
    • A home grown application
  • Has 5000-9999 employees in their organization.
  • Using or planning to use the following CA IT Asset Manager tools:
    • vendor management: plans to implement
    • contract management: plans to implement
    • software asset management: plans to implement
  • Manages < 100 assets with CA IT Asset Manager.

Results

  • Realized significant savings in asset expenditures with CA IT Asset Manager.

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.

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

Introduction

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.”

Challenges

  • 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.

Results

  • 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.

CA Service Catalog Case Study: Radix Cloud Australia Pty Ltd

Introduction

This case study of RADIX CLOUD AUSTRALIA PTY LTD is based on a October 2013 survey of CA Service Catalog customers by TechValidate, a 3rd-party research service.

“CA Service Catalog helped us] to provide greater transparency throughout the organisation.”

Challenges

  • Adopted CA Service Catalog to solve the following challenges:
    • A lack of IT service transparency

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.

Results

  • Achieved the following benefits with CA Service Catalog:
    • Improved IT transparency
  • 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."
  • Saves 25- 50 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

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.

Case Study: State & Local Government

Introduction

This case study of a state & local 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.

“CA Service Catalog provided an open window to show our services to our custumers, the SLA they receive, and also automated the delivery process for our customers and IT.”

Challenges

  • Adopted CA Service Catalog to solve the following challenges:
    • Show all the services offered and objectives

Use Case

  • Published 101-250 services in CA Service Catalog.

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."
  • Realized a return on investment in CA Service Catalog in < 3 months.

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.

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

Introduction

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.”

Challenges

  • 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

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
  • 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.

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.

Case Study: Medium Enterprise Telecommunications Services Company

Introduction

This case study of a medium enterprise telecommunications 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:
    • 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 101-250 services in CA Service Catalog.
  • Has 1,001 to 5,000 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: planned to implement
    • service delivery automation: planned 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 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."

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.

Case Study: Large Enterprise Health Care Company

Introduction

This case study of a large enterprise health care 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:
    • Complaints from the user community
    • IT staff spending too much time on basic tasks
    • 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: planned to implement
    • service delivery automation: no Plans to Implement
    • managing request SLAs: implemented
    • a consumer-like experience: no Plans to Implement

Results

  • 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 0-10% faster after adopting CA Service Catalog.

CA Service Catalog Case Study: Large Enterprise Health Care Company Improves Productivity

Introduction

This case study of a large enterprise health care 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.

“CA Service Catalog provides a platform for our users to see all of the services IT provides while giving them the ability to quickly add or remove services.”

Challenges

  • 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 a single point of contact for all requests
    • A lack of IT service transparency

Use Case

  • Published > 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: planned to implement
    • service delivery automation: implemented
    • managing request SLAs: planned to implement
    • 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
  • 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 > 40% faster after adopting CA Service Catalog.
  • Saves > 200 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

Case Study: CA Service Catalog Helps Solve Business Problems for Healthcare Enterprise

Introduction

This case study of a large enterprise health care 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:
    • Complaints from the user community
    • 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

  • 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: currently implementing
    • Financial Chargeback/showback: currently implementing
    • Service delivery automation: currently implementing
    • Managing request SLAs: currently implementing
    • A consumer-like experience: implemented

Results

  • Agrees 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."

Case Study: Enterprise Healthcare Non-Profit Improves Satisfaction with ROI Under 1 Year

Introduction

This case study of a non-profit 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.

“By automating the approval process, this has given the customer a more transparent view into the request and where it is in the process as well as delivery of the service has been achieved at a higher execution rate.”

Challenges

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

Use Case

  • Published > 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: planned to implement
    • service delivery automation: currently implementing
    • managing request SLAs: planned to implement
    • a consumer-like experience: implemented

Results

  • Achieved the following benefits with CA Service Catalog:
    • Improved productivity
    • 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 9 to 12 months.
  • Saves 50-100 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

Enterprise Banking Company Improves Productivity & IT Transparency with CA Service Catalog

Introduction

This case study of a large enterprise banking 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.

“CA Service Catalog enables complete user data collection when creating service requests → no more manual gathering by Service desks agents. We are also implementing approval processes to speed service delivery.”

Challenges

  • Adopted CA Service Catalog to solve the following challenges:
    • 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: currently implementing
    • financial Chargeback/showback: planned to implement
    • service delivery automation: planned to implement
    • managing request SLAs: planned to implement

Results

  • Achieved the following benefits with CA Service Catalog:
    • Improved productivity
    • 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."
  • Saves 25- 50 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.

CA Service Catalog Case Study: Government Agency Improves Processes and Accountability

Introduction

This case study of a medium enterprise 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.

“Enabled us to move paper based request forms to online forms and provide online, auditable approval processes.”

Challenges

  • Adopted CA Service Catalog to solve the following challenges:
    • desire to provide a user self service function

Use Case

  • Published < 100 services in CA Service Catalog.
  • Has 1,001 to 5,000 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: no Plans to Implement
    • managing request SLAs: no Plans to Implement
    • a consumer-like experience: implemented

Results

  • Achieved the following benefits with CA Service Catalog:
    • Increased acuracy in collecting required data for the user request
  • 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 up to 10% faster after adopting CA Service Catalog.
  • Saves up to 25 FTE hours per month from automating requests, approvals, and the delivery of services with CA Service Catalog.



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