Business: Serco Spa is the Italian branch of a UK services company present in 38 countries worldwide and with 2008 revenues of over £3 billion. In Italy, Serco works most of all in the IT field and provides outsourcing services to entities such as the European Space Agency and the Region of Lombardy.
Challenge: The ability to define stringent Service Level Agreements (SLA) with customers are key to Serco Italy's success. Constant monitoring of systems and assets, service desk support and ITIL best practices are the pillars of the company's growth.
Solution: Serco has exploited the full benefits of the CA Service Management suite to offer clients, such as the Region of Lombardy, optimized management of its technology resources, clear and rationalized visibility of systems and applications and a help desk to respond promptly to the problems of end users.
Result: Serco manages around 8,200 assets for the regional authority's 3,800 employees. Serco uses tools like CA Unicenter NSM, CA Desktop Management Suite, CA Unicenter Asset Portfolio Management and CA CMDB to monitor systems and manage incidents. Thanks also to these technologies, the average time for the resolution of calls has fallen by 43% in four years.
