TechValidate Research on CA Service Management

16 Charts


Important metrics in ITSM organizations

High, Medium, Low, Not Tracked

High Medium Low Not Tracked

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

Top Support Analyst Challenges

Common issues across IT organizations:

Use more than 5 tools/apps to resolve customer issues
29%
Knowledge is stashed in multiple places and could be better helping resolve issues
51%
Ticket hand-offs are tricky and must be handled very carefully
21%
Must access multiple queues to handle a single issue
14%
Issues are not always assigned to the best resource for solving them
50%
Capturing intelligence from a wide variety of other resources outside the ticketing system is time-consuming
37%

Perspectives of Business Users

When it comes to self serve IT tools:

Issues and their status are filled with IT jargon
29%
It is difficult to access the status of an issue
36%
It is difficult to know who is working on an issue at any specific time
42%
Employees are not provided with self-service capabilities
28%
It is difficult to find things in the IT Self service portal
38%
Self service shifts the burden or cost away from IT and places it more onto the users
25%

When it comes to IT Service Management

How do employees prefer to resolve issues?

Ask peers about it
52%
Search for answers on the company intranet
26%
Search for answers on the internet
42%
Call or use email to interact with IT on issues
61%
Go to IT (online support desk) as last resort
32%

ITSM in the past 20 years

How has it changed?

Signficantly changed for the better: 62%
Somewhat changed: 32%
Pretty much the same: 5%
Has gotten worse: 1%

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%

CA IT Asset Manager is Deployed to Replace Home Grown Applications and Spreadsheets

How did you manage assets before deployment of CA IT Asset Manager?

No asset management in place
9%
Spreadsheet
52%
Home grown application
30%
Another asset or service management tool
26%

Companies of All Sizes Use CA IT Asset Manager to Manage their Assets

How many hardware assets do you manage with CA IT Asset Manager?

Over 10,000: 35%
5000-9999: 10%
1000-4999: 30%
500-999: 5%
100-499: 10%
Under 100: 10%

CA IT Asset Manager Achieves a Rapid Return on Investment

In what timeframe were you able to achieve a return on your CA IT Asset Manager investment?

Less than 3 months: 0%
3 - 6 months: 33%
6 - 9 months: 22%
9 -12 months: 11%
Over 1 year: 33%

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%

CA IT Asset Manager Helps Achieve Significant Cost Savings

What financial impact has the use of CA IT Asset Manager had on your organization?

Extremely Significant savings in asset expenditures: 11%
Very Signifcant savings in asset expenditures: 32%
Significant savings in asset expenditures: 26%
No savings realized: 32%

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%

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 Increase the Speed of Delivering Services

On average, how much faster can you deliver a service after adopting CA Service Catalog?

Over 40% faster: 13%
20-40% faster: 31%
10-20% faster: 13%
0-10% faster: 44%

CA Service Catalog Solves Multiple Business Problems

What business problems did you have which led you to adopt CA Service Catalog?

Complaints from user community
19%
IT staff spending too much time on basic tasks
28%
IT staff reductions
6%
No single point of contact for all requests
59%
No transparency of IT services
56%

CA Service Catalog Helps Increase Productivity and Improve Transparency

What impact has CA Service Catalog had on your organization?

Improved productivity
44%
Decreased calls to help desk
22%
Improved customer satisfaction
30%
Better transparency from IT
59%
Reduced service delivery costs
26%



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