Today’s IT leaders are faced with a seemingly intractable problem. On the one hand, they are pressured to support new technologies and innovations, such as client mobility and cloud services. At the same time, the growing use of agile development techniques and the move towards an “app economy” are accelerating the rate of new, business-critical
In the past few years, the enterprise computing landscape has changed dramatically. Virtualization, outsourcing, SaaS and cloud computing are creating fundamental changes, and ushering in an era in which enterprises distribute increasingly critical IT assets and applications across multiple service providers. These changes are rendering legacy monitoring tools, which have their roots in the computing
Monitoring IT operations is made costly and inefficient due to the presence of multiple, complex monitoring solutions. These legacy systems have a silo view of the IT environment creating unnecessary complications when trying to resolve infrastructure and availability issues. While system administrators are attempting to resolve these problems the customers and their business are suffering.
How CA Cloud Service Management speeds deployment and time to value: For years, many support teams have been hamstrung by their traditional service desk platforms, which require complex, time-consuming coding for virtually every aspect of customization. This complexity makes it costly and difficult for support organizations to adapt—and places an increasingly substantial burden on the
Service management platforms have a vital role to play, but in most organizations, they’re not living up to expectations—delivering far too much complexity and cost, and far too little business value and time savings. This proves true even in organizations that have migrated to new solutions in recent years. This paper outlines why legacy service
Over the past 15 years, we’ve seen generations of service management platforms come and go—but many critical limitations persist. Consequently, IT organizations, and the businesses they serve, suffer from a lack of agility, poor service levels and high costs. This paper offers a look at the obstacles of prior generations of service management platforms, and
For the managed services provider (MSP), service desk capabilities play a critical role in the level of service that customers receive and in the degree to which those services are delivered efficiently and profitably. In short, the service desk can make the difference between a service provider’s success or failure. This paper offers some key
Key Challenges—and how CA Cloud Service Management helps address them: In areas such as sales force automation and customer relationship management, cloud-based computing services have become the norm—and substantially improved the economics, capabilities, and efficiencies customers have realized. Today, organizations can enjoy similarly substantial benefits by migrating their IT service management functions to a Software-as-a-Service
Once considered just another cost center, support is showing its value and taking a more prominent role as a trusted business advisor. Emerging from the Wings: For internal support centers, the message coming from the overall business is clear: You need to demonstrate your business value. Outsourcing, managed services and cloud-based solutions that didn’t exist
IT services are all about people, and the people’s most precious resource is time. They want to be more productive, but service management tools haven’t always helped. CA Cloud Service Management is a leap forward, a powerful but flexible solution that is built for speed—rapidly accelerating time-to-value where other SaaS solutions fall short. With CA