Business: Logica is one of the largest IT service providers in Europe with 41,000 employees across 36 countries. Its Iberian operation provides business consulting, system integration and outsourcing services in Spain and Portugal, with a focus on the utilities, financial and telecommunications sectors.
Challenge: To meet customer expectations and avoid financial penalties, Logica Iberia must meet stringent service level agreements. With 15,000 end users and 1,000 servers to support this requires an efficient standardised approach to service level management.
Solution: Logica Iberia uses CA Business Service Insight™ to track more than 200 key performance indictors, such as first call resolution rates, availability of business services and batch execution success rates. The solution’s customised dashboards and accurate reporting increase efficiency and ensure immediate action is taken to prevent agreements being breached.
Result: Enhanced visibility of service levels has enabled Logica Iberia to improve service level control, increase flexibility and boost competitive advantage. CA Business Service Insight and new service level management processes have also contributed to eliminating penalty payments of nearly €2 million a year.