Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager

Size: px
Start display at page:

Download "Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager"

Transcription

1 CUSTOMER SUCCESS STORY Stefanini helps customers achieve cost avoidance savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue: $1 billion BUSINESS Stefanini is a leading global provider of IT outsourcing, consulting, systems integration and application and strategic staffing services to Fortune 1000 enterprises around the world. CHALLENGE The company aims to help its customers reduce costs and maximize efficiency through the delivery of best-practice service desk support. This requires an ITIL compliant toolset that supports continuous improvement. SOLUTION Stefanini has used CA Service Desk Manager as its preferred toolset for IT service desk outsourcing clients since The solution helps the company improve mean time to repair (MTTR) by up to 60 percent for some customers. BENEFIT Service improvements have resulted in cost avoidance savings of up to $1 million for Stefanini clients. The CA Technologies solution has also helped Stefanini increase customer satisfaction and its competitive advantage. agility made possible

2 Business Exceeding customer expectations Stefanini is a global IT outsourcing services company with 17,000 associates and 76 offices in 30 countries across the Americas, Europe, Africa, Australia, and Asia. Founded in 1987 in Sao Paulo, Brazil, Stefanini provides offshore, onshore and nearshore IT services, including IT help desk outsourcing, application development services, systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world. With a base of over 500 active clients, including more than 300 multinationals, Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities. Offering support in 32 languages, Stefanini s mission is to exceed the expectations of its customers, employees and shareholders through technology and innovation. Stefanini is a CA strategic partner, providing hosting and management services for CA s Service Management as a Service (SMaaS) offering. Challenge Leveraging technology to increase efficiency Stefanini s focus is to become a strategic partner for its clients. It operates in a competitive industry and in order to gain and maintain competitive edge, it must differentiate itself through innovation and continuous improvement. Randy DesRosiers, Senior Service Delivery Manager at Stefanini, explains, Stefanini offers best-practice service desk and deskside support services along with world-class tools and is increasingly recognized as a leading global player. A key differentiator lies in our ability to help our clients become more efficient through technology. We need to be able to analyze tickethandling processes so we can take proactive measures to reduce faults. Randy DesRosiers Service Delivery Manager, Stefanini 02

3 For Stefanini s customers, this translates into fewer IT problems and reduced costs. In order to achieve this, Stefanini requires tools that not only help to increase efficiency but also facilitate ongoing service improvement. DesRosiers comments, We need to be able to analyze trends and ticket-handling processes so that we can take proactive measures to reduce faults and improve service quality. For a number of years, Stefanini had been using an in-house tool for service desk management. The company is increasingly committed to ITIL best practices, however, and the tool was unable to support these processes without significant investment in development. To simplify ITIL-compliance and support ongoing improvement, Stefanini needed a more sophisticated solution. Solution ITIL-compliant incident, problem and change management Following a thorough evaluation of the solutions available, Stefanini selected CA Service Desk Manager and has been using the solution as part of its preferred toolset since In addition to ITIL-compliance and ease of use, the solution s flexibility was also a key factor in its selection. DesRosiers explains, CA Service Desk Manager can easily be configured by our in-house development staff to meet the specific needs of different customers. For example, one of Stefanini s customers required that high priority tickets submitted via the Web were processed within five minutes, but operating in a phone-based contact center means that agents may not immediately see when a Web ticket arrives. We configured CA Service Desk Manager to create an automated alert to the appropriate team when a high priority ticket was raised. This offered a cost-effective solution to a potentially difficult problem, comments DesRosiers. Similarly, the solution supports Stefanini s best-practice for ticket handling. For another customer, we configured CA Service Desk Manager to send alerts to a group of agents rather than to a single, specified assignee who might be tied up or on holiday. This ensures fast resolution, meets customer needs and aligns with our best practice, confirms DesRosiers. As a result of more efficient processes, CA Service Desk Manager has helped Stefanini reduce the mean time to repair (MTTR) for many of its customers by as much as 60 percent. With a single unified solution for incident, problem and change management, our service desk agents can act more efficiently to resolve problems faster, explains DesRosiers. Enabling service improvement with in-depth reporting The solution s reporting capabilities have also proved invaluable in helping Stefanini to further improve service to customers. Service delivery managers are able to generate and automate custom reports to meet different needs, whether to illustrate performance to customers or to enable internal analysis for service improvement. 03

4 The depth and breadth of reporting helps Stefanini to identify issues in customer environments and to work with customers to try and reduce faults and call volumes. If we see a spike in a certain call type at a certain time or relating to a specific application, we work closely with the customer to identify the root cause. It might be a problem with an application upgrade or a user training issue, for example, that we can address proactively to prevent the problem from recurring, explains DesRosiers. In particular, Stefanini regularly analyzes escalations to identify opportunities to implement a shift-left strategy. This involves taking a process usually dealt with by costly second or third line support resources and enabling resolution at the level one service desk, usually through knowledgesharing, training or process improvement, or empowering users to resolve issues via self-service. 60% faster mean time to repair (MTTR) By analyzing incident trends in CA Service Desk Manager, we have been successful in increasing first line resolution for some customers by up to 75 percent for specific incident categories over the life span of their project. As well as increasing user satisfaction and reducing costs, this frees up customers level two resources to focus on business-level issues, says DesRosiers. Stefanini currently supports 55 customers and nearly 700,000 end users using CA Service Desk Manager, which in 2012 represented a total of 2.4 million incidents and requests. The company also utilizes additional CA Technologies solutions CA IT Asset Manager, CA Service Catalog, CA Spectrum, and CA Performance Management, among others with CA Service Desk Manager for IT Service Management. 04

5 Benefit Delivering service excellence and innovation CA Service Desk Manager enables Stefanini to deliver on its goal of providing innovation to help customers increase efficiency. By driving service improvements, Stefanini has in turn been able to increase efficiency and lower its service costs. For example, under the right circumstances the cost avoidance potential could total as much as $1 million over the lifespan of a project. As well as reducing costs for both Stefanini and its customers, service improvement is also driving higher customer satisfaction. End user surveys that are facilitated via the CA Technologies solution show an average satisfaction rate of 4.8 out of five. As a result of these factors, CA Service Desk Manager has helped Stefanini to: Increase competitive advantage Support business growth Achieve strategic goals. CA Service Desk Manager is vital to the successful delivery of our service. Its ability to help us drive innovation and service excellence will help us increase competitive advantage and further drive business growth, concludes DesRosiers. The cost avoidance potential could total as much as $1 million over the lifespan of a project. 05

6 Copyright 2013 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. The information and results illustrated here are based upon the speaker s experiences with the referenced software product in a variety of environments, which may include production and nonproduction environments. Past performance of the software products in such environments is not necessarily indicative of the future performance of such software products in identical, similar or different environments. CA does not provide legal advice. Neither this document nor any software product referenced herein serves as a substitute for your compliance with any laws (including but not limited to any act, statute, regulation, rule, directive, standard, policy, administrative order, executive order, and so on (collectively, Laws ) referenced herein or any contract obligations with any third parties. You should consult with competent legal counsel regarding any such Laws or contract obligations. This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages.

Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager

Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CUSTOMER SUCCESS STORY July 2013 Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue:

More information

CA Technologies optimizes business systems worldwide with enterprise data model

CA Technologies optimizes business systems worldwide with enterprise data model CUSTOMER SUCCESS STORY CA Technologies optimizes business systems worldwide with enterprise data model CLIENT PROFILE Industry: IT Organization: CA Technologies Employees: 13,600 Revenue: $4.8 billion

More information

FEMSA manages more than 80,000 IT, finance and HR tickets with CA Service Desk Manager

FEMSA manages more than 80,000 IT, finance and HR tickets with CA Service Desk Manager CUSTOMER SUCCESS STORY FEMSA manages more than 80,000 IT, finance and HR tickets with CA Service Desk Manager CLIENT PROFILE Industry: Consumer goods Company: FEMSA Employees: 177,000-plus (global) BUSINESS

More information

Ativas enhances cloud services with CA Technologies solutions

Ativas enhances cloud services with CA Technologies solutions CUSTOMER SUCCESS STORY Ativas enhances cloud services with CA Technologies solutions CUSTOMER PROFILE Industry: IT managed services Company: Ativas Employees: 200+ Revenue (2011): R$ 30 million BUSINESS

More information

Logica Sweden provides secure and compliant cloud services with CA IdentityMinder TM

Logica Sweden provides secure and compliant cloud services with CA IdentityMinder TM CUSTOMER SUCCESS STORY Logica Sweden provides secure and compliant cloud services with CA IdentityMinder TM CUSTOMER PROFILE Industry: IT services Company: Logica Sweden Employees: 5,200 (41,000 globally)

More information

Fujitsu Australia and New Zealand provides cost-effective and flexible cloud services with CA Technologies solutions

Fujitsu Australia and New Zealand provides cost-effective and flexible cloud services with CA Technologies solutions CUSTOMER SUCCESS STORY Fujitsu Australia and New Zealand provides cost-effective and flexible cloud services with CA Technologies solutions CLIENT PROFILE Industry: IT Services Company: Fujitsu Australia

More information

BM&FBOVESPA safeguards trading platforms with CA Service Assurance solutions

BM&FBOVESPA safeguards trading platforms with CA Service Assurance solutions CUSTOMER SUCCESS STORY BM&FBOVESPA safeguards trading platforms with CA Service Assurance solutions CUSTOMER PROFILE Industry: Financial services Company: BM&FBOVESPA Employees: 1,400-plus Revenue (2010):

More information

A to Z Information Services stands out from the competition with CA Recovery Management solutions

A to Z Information Services stands out from the competition with CA Recovery Management solutions Customer success story October 2013 A to Z Information Services stands out from the competition with CA Recovery Management solutions Client Profile Industry: IT Company: A to Z Information Services Employees:

More information

BancoEstado achieves greater data efficiency and system development agility with CA ERwin

BancoEstado achieves greater data efficiency and system development agility with CA ERwin CUSTOMER SUCCESS STORY BancoEstado achieves greater data efficiency and system development agility with CA ERwin CLIENT PROFILE Industry: Financial services Business: BancoEstado de Chile Employees: 8600-plus

More information

Radix Technologies China establishes compelling cloud services using CA AppLogic

Radix Technologies China establishes compelling cloud services using CA AppLogic CUSTOMER SUCCESS STORY Radix Technologies China establishes compelling cloud services using CA AppLogic CUSTOMER PROFILE Industry: IT services Company: Radix Technologies China Employees: 25 BUSINESS Radix

More information

Broadcloud improves competitive advantage with efficient, flexible and scalable disaster recovery services

Broadcloud improves competitive advantage with efficient, flexible and scalable disaster recovery services CUSTOMER SUCCESS STORY Broadcloud improves competitive advantage with efficient, flexible and scalable disaster recovery services CLIENT PROFILE Industry: IT services Company: Broadcloud Staff: 40-plus BUSINESS

More information

ATU safeguards sales and service quality with CA Infrastructure Management solutions

ATU safeguards sales and service quality with CA Infrastructure Management solutions CUSTOMER SUCCESS STORY ATU safeguards sales and service quality with CA Infrastructure Management solutions CLIENT PROFILE Industry: Automotive Company: ATU Employees: 12,000 Revenues: 1.16 billion BUSINESS

More information

Nordea saves 3.5 million with enhanced application portfolio management

Nordea saves 3.5 million with enhanced application portfolio management CUSTOMER SUCCESS STORY Nordea saves 3.5 million with enhanced application portfolio management CUSTOMER PROFILE Industry: Financial services Company: Nordea Bank Employees: 30,000 Total assets: 581 billion

More information

Sallie Mae slashes change management costs and complexity with CA SCM

Sallie Mae slashes change management costs and complexity with CA SCM CUSTOMER SUCCESS STORY Sallie Mae slashes change management costs and complexity with CA SCM CUSTOMER PROFILE Industry: Financial services Company: Sallie Mae Customers: 23 million Student loan portfolio:

More information

ScaleMatrix safeguards 100 terabytes of data and continuity of cloud services with CA Technologies

ScaleMatrix safeguards 100 terabytes of data and continuity of cloud services with CA Technologies CUSTOMER SUCCESS STORY ScaleMatrix safeguards 100 terabytes of data and continuity of cloud services with CA Technologies CLIENT PROFILE Industry: IT services Company: ScaleMatrix Employees: 60 BUSINESS

More information

Logicalis delivers low-risk, cost-effective cloud computing services with CA Technologies

Logicalis delivers low-risk, cost-effective cloud computing services with CA Technologies CUSTOMER SUCCESS STORY Logicalis delivers low-risk, cost-effective cloud computing services with CA Technologies CUSTOMER PROFILE Industry: IT services Organisation: Logicalis Employees: 1,900 Revenue:

More information

Asentinel Telecom Expense Management (TEM)

Asentinel Telecom Expense Management (TEM) PRODUCT BRIEF: ASENTINEL TELECOM EXPENSE MANAGEMENT (TEM) Asentinel Telecom Expense Management (TEM) Asentinel 6.0 is a comprehensive global telecom expense management software solution encompassing the

More information

Centris optimises user support with integrated service desk

Centris optimises user support with integrated service desk CUSTOMER SUCCESS STORY Centris optimises user support with integrated service desk CUSTOMER PROFILE Industry: IT services Company: Centris AG, Solothurn, Switzerland Revenue: 2008 sales: 46.7M SFR Employees:

More information

CA Service Desk Manager

CA Service Desk Manager DATA SHEET CA Service Desk Manager CA Service Desk Manager (CA SDM), on-premise or on-demand, is designed to help you prevent service disruptions, better manage change risks, and provides a 360-degree

More information

Atkins safeguards availability of client s geospatial systems with a CA AppLogic private cloud environment

Atkins safeguards availability of client s geospatial systems with a CA AppLogic private cloud environment CUSTOMER SUCCESS STORY Atkins safeguards availability of client s geospatial systems with a CA AppLogic private cloud environment CLIENT PROFILE Industry: Engineering Company: Atkins Employees: 17,700

More information

how can I improve performance of my customer service level agreements while reducing cost?

how can I improve performance of my customer service level agreements while reducing cost? SOLUTION BRIEF CA Business Service Insight for Service Level Management how can I improve performance of my customer service level agreements while reducing cost? agility made possible By automating service

More information

Sicredi improves data center monitoring with CA Data Center Infrastructure Management

Sicredi improves data center monitoring with CA Data Center Infrastructure Management CUSTOMER SUCCESS STORY Sicredi improves data center monitoring with CA Data Center Infrastructure Management CLIENT PROFILE Industry: Financial Services Company: Sicredi Staff: 12,000-plus BUSINESS Sicredi

More information

agility made possible

agility made possible SOLUTION BRIEF CA Technologies and NetApp Integrated Service Automation Across the Data Center can you automate the provisioning and management of both virtual and physical resources across your data center

More information

Leveraging Mobility to Drive Productivity and Provide a Superior IT Service Management Experience

Leveraging Mobility to Drive Productivity and Provide a Superior IT Service Management Experience Leveraging Mobility to Drive Productivity and Provide a Superior IT Service Management Experience Emerging Trends Create New Business and Consumer Expectations It s no secret that the enterprise IT landscape

More information

Evolving the IT Service Experience to Meet New Business and User Demands

Evolving the IT Service Experience to Meet New Business and User Demands Evolving the IT Service Experience to Meet New Business and User Demands Evaluating IT Service Performance in the New Normal Executives have known for some time that the new normal of the business landscape,

More information

Picis improves the delivery of client projects worth $50 million with CA Clarity PPM

Picis improves the delivery of client projects worth $50 million with CA Clarity PPM CUSTOMER SUCCESS STORY Picis improves the delivery of client projects worth $50 million with CA Clarity PPM CUSTOMER PROFILE Industry: Healthcare Informatics Company: Picis, Inc., a part of OptumInsight

More information

how can I deliver better services to my customers and grow revenue?

how can I deliver better services to my customers and grow revenue? SOLUTION BRIEF CA Wily Application Performance Management May 2010 how can I deliver better services to my customers and grow revenue? we can With the right solution, you can be certain that you are providing

More information

AVTech provides customers with end-to-end recovery management service with CA ARCserve solutions

AVTech provides customers with end-to-end recovery management service with CA ARCserve solutions CUSTOMER SUCCESS STORY AVTech provides customers with end-to-end recovery management service with CA ARCserve solutions CLIENT PROFILE Industry: ICT Company: Advanced Vision Technology (AVTech) Employees:

More information

Baker Tilly simplifies Windows 7 deployment with CA Technologies solutions

Baker Tilly simplifies Windows 7 deployment with CA Technologies solutions Customer success story Baker Tilly simplifies Windows 7 deployment with CA Technologies solutions Customer profile Industry: Professional services Company: Baker Tilly Employees: 2,400 Revenue: 204 million

More information

CA Clarity PPM. Overview. Benefits. agility made possible

CA Clarity PPM. Overview. Benefits. agility made possible PRODUCT SHEET CA Clarity PPM agility made possible CA Clarity Project & Portfolio Management (CA Clarity PPM) helps you innovate with agility, transform your portfolio with confidence, and sustain the

More information

KASIKORNBANK eliminates nearly 30,000 helpdesk calls a year with automated identity management

KASIKORNBANK eliminates nearly 30,000 helpdesk calls a year with automated identity management CUSTOMER SUCCESS STORY KASIKORNBANK eliminates nearly 30,000 helpdesk calls a year with automated identity management CUSTOMER PROFILE Industry: Financial services Company: KASIKORNBANK Employees: 16,193

More information

SOLUTION BRIEF IMPROVING CAPACITY PLANNING USING APPLICATION PERFORMANCE MANAGEMENT

SOLUTION BRIEF IMPROVING CAPACITY PLANNING USING APPLICATION PERFORMANCE MANAGEMENT SOLUTION BRIEF IMPROVING CAPACITY PLANNING USING APPLICATION PERFORMANCE MANAGEMENT How can I ensure an exceptional end-user experience for business-critical applications and help reduce risk without over

More information

CA Business Service Insight

CA Business Service Insight DATA SHEET CA Business Service Insight With CA Business Service Insight, you can know what services are being used within your business, improve service performance while helping to reduce operating costs,

More information

PGi halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies

PGi halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies CUSTOMER SUCCESS STORY PGi halves the time-to-market for new products with cloud infrastructure solutions from CA Technologies CUSTOMER PROFILE Industry: Communication services Organisation: PGi Employees:

More information

A FinCo Case Study - Using CA Business Service Insight to Manage Outsourcing Suppliers

A FinCo Case Study - Using CA Business Service Insight to Manage Outsourcing Suppliers WHITE PAPER August 2012 A FinCo Case Study - Using CA Business Service Insight to Manage Outsourcing Suppliers Erik Hille Senior Principal Product Marketing Manager Table of Contents Executive Summary

More information

Siemens uses CA Clarity PPM for project management of R&D for wind, solar and hydro solutions

Siemens uses CA Clarity PPM for project management of R&D for wind, solar and hydro solutions CUSTOMER SUCCESS STORY Siemens uses CA Clarity PPM for project management of R&D for wind, solar and hydro solutions CLIENT PROFILE Industry: Energy Company: Siemens AG Employees: 82,000 Revenue: Siemens

More information

Layered Tech expands to new markets and improves ROI with CA 3Tera AppLogic

Layered Tech expands to new markets and improves ROI with CA 3Tera AppLogic Customer success story Layered Tech expands to new markets and improves ROI with CA 3Tera AppLogic Customer profile Industry: Managed services, web services and on-demand cloud computing Company: Layered

More information

can I consolidate vendors, align performance with company objectives and build trusted relationships?

can I consolidate vendors, align performance with company objectives and build trusted relationships? SOLUTION BRIEF Vendor Performance Management can I consolidate vendors, align performance with company objectives and build trusted relationships? agility made possible CA Business Service Insight helps

More information

are you helping your customers achieve their expectations for IT based service quality and availability?

are you helping your customers achieve their expectations for IT based service quality and availability? PARTNER BRIEF Service Operations Management from CA Technologies are you helping your customers achieve their expectations for IT based service quality and availability? FOR PARTNER USE ONLY DO NOT DISTRIBUTE

More information

Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency

Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency EXECUTIVE BRIEF Service Operations Management November 2011 Transforming IT Processes and Culture to Assure Service Quality and Improve IT Operational Efficiency agility made possible David Hayward Sr.

More information

CA Workload Automation for SAP Software

CA Workload Automation for SAP Software CA Workload Automation for SAP Software 2 The Application Economy Spurs New SAP System Workload Challenges Business is being shaped more and more by what has become an application-based world. In this

More information

CA Product Vision. Business value

CA Product Vision. Business value DATA SHEET CA Product Vision CA Product Vision helps manage project and product requirements and enables a comprehensive release planning process insuring only the features your customers really need are

More information

CA Explore Performance Management for z/vm

CA Explore Performance Management for z/vm PRODUCT SHEET CA Explore Performance Management for z/vm CA Explore Performance Management for z/vm CA Explore Performance Management for z/vm (CA Explore for z/vm) is a comprehensive performance management

More information

CA Compliance Manager for z/os

CA Compliance Manager for z/os PRODUCT SHEET CA Compliance Manager for z/os CA Compliance Manager for z/os CA Compliance Manager for z/os (CA Compliance Manager) provides your organization with a single source for real-time, compliancerelated

More information

Cultura Inglesa São Paulo automates daily backup in 18 branches with arcserve

Cultura Inglesa São Paulo automates daily backup in 18 branches with arcserve CUSTOMER SUCCESS STORY July 2014 Cultura Inglesa São Paulo automates daily backup in 18 branches with arcserve CUSTOMER PROFILE Industry: Education Organization: Cultura Inglesa São Paulo BUSINESS CHALLENGE

More information

agility made possible

agility made possible SOLUTION BRIEF CA IT Asset Manager how can I manage my asset lifecycle, maximize the value of my IT investments, and get a portfolio view of all my assets? agility made possible helps reduce costs, automate

More information

CA Cloud Service Delivery Platform

CA Cloud Service Delivery Platform CA Cloud Service Delivery Platform Customer Onboarding Version 01.0.00 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the

More information

White Paper. Business Service Management Solution

White Paper. Business Service Management Solution White Paper Business Service Management Solution Eric Stinson, September 2005 Executive Summary With services and Service Level Agreements (SLAs) being direct sources of revenue (or penalties) for service

More information

Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience

Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience Work Smarter, Not Harder: Leveraging IT Analytics to Simplify Operations and Improve the Customer Experience Data Drives IT Intelligence We live in a world driven by software and applications. And, the

More information

The Best Kept Secrets of Cloud Service Providers

The Best Kept Secrets of Cloud Service Providers Cloud Solutions CP103PN The Best Kept Secrets of Cloud Service Providers Matt Richards Senior Director, Product Marketing The Best Kept Secrets of Cloud Service Providers New cloud offerings are providing

More information

Achieve Your Business and IT Goals with Help from CA Services

Achieve Your Business and IT Goals with Help from CA Services Achieve Your Business and IT Goals with Help from CA Services How Does CA Services Approach an Engagement? Whether its planning, implementing or running our industry leading software, CA Services can help

More information

Problem Management: A CA Service Management Process Map

Problem Management: A CA Service Management Process Map TECHNOLOGY BRIEF: PROBLEM MANAGEMENT Problem : A CA Service Process Map MARCH 2009 Randal Locke DIRECTOR, TECHNICAL SALES ITIL SERVICE MANAGER Table of Contents Executive Summary 1 SECTION 1: CHALLENGE

More information

Technology Partner Program

Technology Partner Program Technology Partner Program Partnering For Success Technology partnerships are critical to the ability of to deliver world-class solutions to customers. understands the challenges customers face in aligning

More information

MCB Bank Ltd Increases Compliance with Service Level Agreements by 180 percent with CA Service Desk Manager

MCB Bank Ltd Increases Compliance with Service Level Agreements by 180 percent with CA Service Desk Manager CUSTOMER SUCCESS STORY June 2013 MCB Bank Ltd Increases Compliance with Service Level Agreements by 180 percent with CA Service Desk Manager CLIENT PROFILE Industry: Banking Company: MCB Bank Ltd Employees:

More information

SITUATION INNOVATION PROOF POINTS SUMMARY. Those who build the apps will own the future Power Meets Innovation in the Application Economy

SITUATION INNOVATION PROOF POINTS SUMMARY. Those who build the apps will own the future Power Meets Innovation in the Application Economy Those who build the apps will own the future Power Meets Innovation in the Application Economy CONNECTING MOBILE-TO-MAINFRAME IN THE APPLICATION ECONOMY Everyone Wants Apps The new application economy

More information

Finansbank enhances competitive advantage with greater control of 500 IT projects

Finansbank enhances competitive advantage with greater control of 500 IT projects CUSTOMER SUCCESS STORY Finansbank enhances competitive advantage with greater control of 500 IT projects CUSTOMER PROFILE Industry: Financial services Company: Finansbank/IBTech Profit: 344 mio TRL (230

More information

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?

SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG. Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them? SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT

More information

are you helping your customer maximize the business value of IT and enabling them with tools and frameworks to deliver IT as a Service?

are you helping your customer maximize the business value of IT and enabling them with tools and frameworks to deliver IT as a Service? PARTNER BRIEF Service Portfolio Management from CA Technologies are you helping your customer maximize the business value of IT and enabling them with tools and frameworks to deliver IT as a Service? FOR

More information

CA SOLVE:Central Service Desk for z/os

CA SOLVE:Central Service Desk for z/os PRODUCT SHEET CA SOLVE:Central Service Desk for z/os CA SOLVE:Central Service Desk for z/os CA SOLVE:Central Service Desk for z/os (CA SOLVE:Central for z/os) is a comprehensive service management solution

More information

CA Oblicore Guarantee for Managed Service Providers

CA Oblicore Guarantee for Managed Service Providers PRODUCT SHEET CA Oblicore Guarantee for Managed Service Providers CA Oblicore Guarantee for Managed Service Providers Value proposition CA Oblicore Guarantee is designed to automate, activate and accelerate

More information

agility made possible

agility made possible SOLUTION BRIEF Converged Infrastructure Management from CA Technologies how can I deliver innovative customer services across increasingly complex, converged infrastructure with less management effort

More information

we can Automating service delivery for the dynamic data center of the future Brandon Whichard

we can Automating service delivery for the dynamic data center of the future Brandon Whichard Executive Brief Automate Service Delivery September, 2010 addressing today s problems while setting the stage for an agile infrastructure Automating service delivery for the dynamic data center of the

More information

CA Service Desk On-Demand

CA Service Desk On-Demand PRODUCT BRIEF: CA SERVICE DESK ON DEMAND -Demand Demand is a versatile, ready-to-use IT support solution delivered On Demand to help you build a superior Request, Incident, Change and Problem solving system.

More information

agility made possible

agility made possible SOLUTION BRIEF Flexibility and Choices in Infrastructure Management can IT live up to business expectations with soaring infrastructure complexity and challenging resource constraints? agility made possible

More information

how can you stop sprawl in your IT infrastructure?

how can you stop sprawl in your IT infrastructure? SOLUTION BRIEF Software Rationalization Services August 2010 how can you stop sprawl in your IT infrastructure? we can You can optimize your software portfolio with Software Rationalization Services from

More information

ROI Business Use Case. Cross-Enterprise Application Performance Management. Helps Reduce Costs & MTTR, Simplify Management, Improve Service Quality

ROI Business Use Case. Cross-Enterprise Application Performance Management. Helps Reduce Costs & MTTR, Simplify Management, Improve Service Quality ROI Business Use Case Cross-Enterprise Application Performance Management Helps Reduce Costs & MTTR, Simplify Management, Improve Service Quality Today s applications are complex, running across your network

More information

CA Chorus Helps Reduce Costs, Improve Productivity and Assist With Mainframe Skills Retention

CA Chorus Helps Reduce Costs, Improve Productivity and Assist With Mainframe Skills Retention ROI BUSINESS USE CASE FEBRUARY 2015 CA Chorus Helps Reduce Costs, Improve Productivity and Assist With Mainframe Skills Retention 95% of our customers recognized and confirmed the skills problem in their

More information

can you improve service quality and availability while optimizing operations on VCE Vblock Systems?

can you improve service quality and availability while optimizing operations on VCE Vblock Systems? SOLUTION BRIEF Service Assurance Solutions from CA Technologies for VCE Vblock Systems can you improve service quality and availability while optimizing operations on VCE Vblock Systems? agility made possible

More information

CA NetQoS Unified Communications Monitor

CA NetQoS Unified Communications Monitor PRODUCT SHEET: CA NetQoS Unified Communications Monitor CA NetQoS Unified Communications Monitor agility made possible CA NetQoS Unified Communications Monitor is a network-based voice and video monitoring

More information

Next-Generation Performance Testing with Service Virtualization and Application Performance Management

Next-Generation Performance Testing with Service Virtualization and Application Performance Management Next-Generation Performance Testing with Service Virtualization and Application Performance Management By Akshay Rao, Principal Consultant, CA Technologies Summary Current approaches for predicting with

More information

CA HalvesThe Cost Of Testing IT Controls For Sarbanes-Oxley Compliance With Unified Processes.

CA HalvesThe Cost Of Testing IT Controls For Sarbanes-Oxley Compliance With Unified Processes. TECHNOLOGY BRIEF: REDUCING COST AND COMPLEXITY WITH GLOBAL GOVERNANCE CONTROLS CA HalvesThe Cost Of Testing IT Controls For Sarbanes-Oxley Compliance With Unified Processes. Table of Contents Executive

More information

assure the quality and availability of business services to your customers

assure the quality and availability of business services to your customers SOLUTION BRIEF Service Assurance May 2010 assure the quality and availability of business services to your customers we can is a mature, integrated portfolio of management products for delivering exceptional

More information

CA CMDB Connector for z/os version 2.0

CA CMDB Connector for z/os version 2.0 PRODUCT SHEET CA CMDB Connector for z/os version 2.0 CA CMDB Connector for z/os version 2.0 CA CMDB Connector for z/os is the final piece in the puzzle to create an enterprise CMDB, providing you the ability

More information

An Enterprise Architect s Guide to API Integration for ESB and SOA

An Enterprise Architect s Guide to API Integration for ESB and SOA An Enterprise Architect s Guide to API Integration for ESB and SOA The New Digital Imperative While some are still adjusting to the idea, you re well aware that we re living in an application economy.

More information

CA Automation Suite for Data Centers

CA Automation Suite for Data Centers PRODUCT SHEET CA Automation Suite for Data Centers agility made possible Technology has outpaced the ability to manage it manually in every large enterprise and many smaller ones. Failure to build and

More information

how can you shift from managing technology to driving new and innovative business services?

how can you shift from managing technology to driving new and innovative business services? SOLUTION BRIEF Portfolio Transformation: Make Smart Portfolio Decisions how can you shift from managing technology to driving new and innovative business services? agility made possible Service Portfolio

More information

CA Workload Automation

CA Workload Automation PRODUCT SHEET: CA Workload Automation CA Workload Automation Improve the availability of critical IT workload processes and schedules enterprise-wide by leveraging real-time IT automation, embedded workflow,

More information

Can you simplify the buying and managing of services for your customers?

Can you simplify the buying and managing of services for your customers? cloud luminaries Can you simplify the buying and managing of services for your customers? We enable IT on demand and provide a very easy way to buy all kinds of products and services from servers, storage,

More information

How Can I Deliver Innovative Customer Services Across Increasingly Complex, Converged Infrastructure With Less Management Effort And Lower Cost?

How Can I Deliver Innovative Customer Services Across Increasingly Complex, Converged Infrastructure With Less Management Effort And Lower Cost? solution brief September 2012 How Can I Deliver Innovative Customer Services Across Increasingly Complex, Converged Infrastructure With Less Management Effort And Lower Cost? Converged Infrastructure Management

More information

accelerating time to value in Microsoft Hyper-V environments

accelerating time to value in Microsoft Hyper-V environments SOLUTION BRIEF accelerating time to value in Microsoft Hyper-V environments 01 CA Technologies 30-year partnership with Microsoft uniquely positions us to help you exceed your Microsoft virtual and cloud

More information

How Technology Supports Project, Program and Portfolio Management

How Technology Supports Project, Program and Portfolio Management WHITE PAPER: HOW TECHNOLOGY SUPPORTS PROJECT, PROGRAM AND PORTFOLIO MANAGEMENT SERIES 4 OF 4 How Technology Supports Project, Program and Portfolio Management SEPTEMBER 2007 Enrico Boverino CA CLARITY

More information

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing

More information

can you simplify your infrastructure?

can you simplify your infrastructure? SOLUTION BRIEF CA Virtual Desktop Automation for Vblock Platforms can you simplify your infrastructure? agility made possible You Can. With services that increase the speed of virtual provisioning on Vblock

More information

The Future of Workload Automation in the Application Economy

The Future of Workload Automation in the Application Economy The Future of Workload Automation in the Application Economy Success Requires Agility in the Application Economy The link between data center operations and business agility has never been stronger. If

More information

Logicalis Delivers Low-risk, Cost-effective Cloud Computing Services with CA Technologies

Logicalis Delivers Low-risk, Cost-effective Cloud Computing Services with CA Technologies CUSTOMER SUCCESS STORY January 2011 Logicalis Delivers Low-risk, Cost-effective Cloud Computing Services with CA Technologies CLIENT PROFILE Industry: IT services Organisation: Logicalis Employees: 1,900

More information

Service Catalog Management: A CA Service Management Process Map

Service Catalog Management: A CA Service Management Process Map TECHNOLOGY BRIEF: SERVICE CATALOG MANAGEMENT Catalog : A CA Process Map JULY 2009 Enrico Boverino SR PRINCIPAL CONSULTANT, TECHNICAL SALES ITIL SERVICE MANAGER ITAC CERTIFIED Table of Contents Executive

More information

How Can Central IT Use Cloud Technologies to Revolutionize Remote Store Operation?

How Can Central IT Use Cloud Technologies to Revolutionize Remote Store Operation? SOLUTION BRIEF CA APPLOGIC CLOUD PLATFORM FOR ENTERPRISE How Can Central IT Use Cloud Technologies to Revolutionize Remote Store Operation? agility made possible CA AppLogic combines applications, virtual

More information

Business Service Management Links IT Services to Business Goals

Business Service Management Links IT Services to Business Goals WHITE PAPER: BUSINESS SERVICE MANAGEMENT Business Service Management Links IT Services to Business Goals JANUARY 2008 Sarah Meyer CA SOLUTIONS MARKETING Table of Contents Executive Summary SECTION 1 2

More information

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence

The Modern Service Desk: How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver Business Confidence How Advanced Integration, Process Automation, and ITIL Support Enable ITSM Solutions That Deliver White Paper: BEST PRACTICES The Modern Service Desk: Contents Introduction............................................................................................

More information

CA Workload Automation CA 7 Edition r11.3

CA Workload Automation CA 7 Edition r11.3 PRODUCT SHEET CA Workload Automation CA 7 Edition CA Workload Automation CA 7 Edition r11.3 CA Workload Automation CA 7 Edition is a single-engine enterprisewide workload automation solution that allows

More information

Data Governance Tips & Advice

Data Governance Tips & Advice Data Governance Tips & Advice Building and Strengthening a Data Governance Program Tim Patnode Datasource Consulting March 19, 2015 DG02 Presenter Bio Tim Patnode has an extensive background in Business

More information

SOLUTION BRIEF BIG DATA MANAGEMENT. How Can You Streamline Big Data Management?

SOLUTION BRIEF BIG DATA MANAGEMENT. How Can You Streamline Big Data Management? SOLUTION BRIEF BIG DATA MANAGEMENT How Can You Streamline Big Data Management? Today, organizations are capitalizing on the promises of big data analytics to innovate and solve problems faster. Big Data

More information

CA Capacity Manager. Product overview. agility made possible

CA Capacity Manager. Product overview. agility made possible PRODUCT SHEET: CA Capacity Manager agility made possible CA Capacity Manager Business stakeholders demand application performance in support of their business goals. IT executives must deliver that service

More information

CA Service Desk Manager

CA Service Desk Manager PRODUCT BRIEF: CA SERVICE DESK MANAGER CA Service Desk Manager CA SERVICE DESK MANAGER IS A VERSATILE, COMPREHENSIVE IT SUPPORT SOLUTION THAT HELPS YOU BUILD SUPERIOR INCIDENT AND PROBLEM MANAGEMENT PROCESSES

More information

Choosing the Right Project and Portfolio Management Solution

Choosing the Right Project and Portfolio Management Solution Choosing the Right Project and Portfolio Management Solution Executive Summary In too many organizations today, innovation isn t happening fast enough. Within these businesses, skills are siloed and resources

More information

CA Endevor Software Change Manager Release 15.1

CA Endevor Software Change Manager Release 15.1 PRODUCT SHEET CA Endevor Software Change Manager CA Endevor Software Change Manager Release 15.1 agility made possible CA Endevor Software Change Manager (CA Endevor SCM) helps organizations control all

More information

Web Admin Console - Release Management. Steve Parker Richard Lechner

Web Admin Console - Release Management. Steve Parker Richard Lechner Web Admin Console - Release Management Steve Parker Richard Lechner Terms of This Presentation This presentation was based on current information and resource allocations as of October 2009 and is subject

More information

IBM Tivoli Service Request Manager

IBM Tivoli Service Request Manager Deliver high-quality services while helping to control cost IBM Tivoli Service Request Manager Highlights Streamline incident and problem management processes for more rapid service restoration at an appropriate

More information

agility made possible

agility made possible SOLUTION BRIEF CA Private Cloud Accelerator for Vblock Platforms how quickly can your private cloud support the increasing demand for business services and accelerate time-to-value for your Vblock platforms

More information

The National Commission of Audit

The National Commission of Audit CA Technologies submission to The National Commission of Audit November, 2013 Kristen Bresch CA Technologies Executive Summary CA Technologies is pleased to present the National Commission of Audit the

More information