It s about how. Service Management is not about what your vendor deliver any more. October 2 nd 2014

Transcription

1 Managing IT

2 Service Management is not about what your vendor deliver any more. It s about how Jan Christiansson Sr. Director IT Business Management for EMEA Jaana Blad Principal Consultant IT Business Management October 2 nd 2014

3 Software is eating the world In the age of the customer, modern applications will rule the world * - Marc Andreeson - Forrester Research, Inc. Sources: *Developing Apps In The Age Of The Customer Is More Than Ever About Scaling Agile, Forrester Research, Inc., March 2014 Wall Street Journal, Why Software Is Eating The World, August CA. ALL RIGHTS RESERVED.

4 Users Are Putting Pressure on IT to... 1 Deliver an outstanding, alwayson customer experience 2 Ensure trust and security that does not compromise the customer experience 3 Meet constantly rising expectations for innovation, new functionality and quality

5 Application economy has altered business expectations Diverse Easy to use Fast Service Management plays a key role in enabling the modern digital business.

6 Service Management Rapid time-to-value Reduced cost of support operations Decision- Makers Power Users Business Consumers Increased productivity Accelerated delivery of business services ANALYTICS, REPORTING, SLAS SUPPORT, INCIDENT, AUTOMATION, ASSET, CHANGE, REQUEST SELF-SERVICE, MOBILITY, SOCIAL "ITOM tools have become so standardized these days that there are hardly any noticeable key technology differentiators among the multiple vendors and their offerings." Gartner Top 10 IT Service Management Next Practices (June 12, 2013)

7 So how can we do this? How to reduce time-to-value How to reduce cost of support operations How to increase productivity How to accelerate delivery of services Release Time and Increase Productivity at a competitive cost = SaaS?

8 But Today s SaaS is not really delivering 52% no improved implementation time with SaaS 1 64% did not reduce staff resources with SaaS 2 33% had technical challenges with SaaS 3 Gartner, Survey Analysis: How to Interpret SaaS-Based IT Service Desk Tool Myths, Reality and Recommendations, October 8, 2013, Jeffrey Brooks, Jarod Greene, Chris Matchett 1. From figure 5, page 9, Doc. # G From figure 3, page 7, Doc. # G for Western Europe. 3. From figure 4, page 8, Doc. # G

9 CA. ALL RIGHTS RESERVED.

10 CA Cloud Service Management It s not just what we do, it s how we do it Implement Adopt Configure Operate Upgrade Mature Reporting TODAY Months Weeks ARS, Java, Custom Business as Usual Customizations Tenant Database Basic Better Best $ Modular, Complex CA Business Users < 2 FTE Automatic Inclusive Weeks Days Time to Value Resources Cost of Ownership CA. ALL RIGHTS RESERVED.

11 How can CA help improve efficiency and reduce TCO? CA. ALL RIGHTS RESERVED.

12 Demonstration Jaana Blad Principal Consultant IT Business Management October 2 nd, 2014

13 CA Cloud Service Management Changing the Game Rapid Implementation Weeks Configure don t Code 0 Rapid Adoption Days Easy to Use / Maintain <2 FTE Speed up Time to Value Easy to use, easy to adopt No Java programmers required Use less resources 38% implement CSM in less than two months. 73% in less than four. 56% need one FTE to support CSM. 83% need two or less. CA Cloud Service Management provides value to my organization while giving analysts and end users the online experience they are looking for. - Warren McCall, CEO, SCM Solutions CA. ALL RIGHTS RESERVED.

14 Location: Mandalay Bay Resort & Casino Join CA Technologies CEO Mike Gregoire and industry luminaries at CA World 14, where you ll see and test-drive the software transforming tomorrow s top businesses. To register and for more information, visit ca.com/caworld CA. ALL RIGHTS RESERVED.

15 Fast, Flexible, Powerful, Personal. For end users Ease of use Get them in, out and back to doing what they do fast with intuitive tools for service and support Adoption Give them the flexibility to interact they way they want with peers or IT Automation Let them shop for what they want and then automatically deliver it with a powerful catalog automations Mobility Not everyone is at their desks all the time, put it on their personal mobile devices and set them free CA. ALL RIGHTS RESERVED.

16 Fast, Flexible, Powerful, Personal. For the Business Zero to Automated - FAST Even complex workflows and integrations are click and go, no geniuses required Everything You Need Core ITSM process support with built-in best practices that are flexible to fit your unique requirements Do Your Best Work Stop spending time on researching how you re doing, and just do it better with powerful analytics Never Upgrade Again New features are automatically delivered and your personal configurations are always preserved CA. ALL RIGHTS RESERVED.

17 CA Cloud Service Management Delivering value across your organization Decision Makers Advanced Reporting Power Users Discovery & Asset Mgt Hybrid Automation Seamless Integration Service Desk Business Consumers Request Automation Workflow Orchestration Mobility Collaboration AN EXCEPTIONAL USER EXPERIENCE CA. ALL RIGHTS RESERVED.