Specializing in delivering service level management (SLM) consulting, solution design and implementation to a diverse customer base with unique business needs and complex SLA requirements, Visionway needed to deliver continued high-quality service to its customers, but also demonstrate that level of quality. The company sought a robust, effective SLM solution to manage multiple complex customer requirements in order to avoid financial penalties for not meeting SLAs. In addition, creating individual client SLAs required a time-consuming manual effort to correlate and normalize information from multiple sources. This reactive process – starting with the data that was available and mapping back to the business goals – resulted in SLAs that were often reporting on or managing non-critical areas. When an SLA breach occurred, Visionway was unable to drill down into details to solve the problem or to prevent it from re-occurring.
Visionway chose CA Business Service Insight because its open and versatile architecture, allows information to be obtained from external sources, such as service catalogs. The SLA or contract is then defined around the business service. The product compiles data from different sources for normalization, aggregation, correlation and metric.
“CA Business Service Insight allows us to provide customers with their own login details to view dashboards detailing services and metrics,” said José Ferraz, managing director, Visionway. “These personalized dashboards give them near real-time access to their account information, SLA performance and more. This increased transparency builds trust with our customers and now, they don’t need to wait until the end of the month to receive reports.”
In addition, Visionway has recently joined the Cloud Commons® ecosystem sponsored by CA Technologies, and is offering a CA Business Service Insight Quick Start Package for Service Providers through the Cloud Commons Marketplace. The content package is designed to help service providers implement SLM quickly and easily.
”It is critical for service providers and end customers alike to be able to measure the quality of service delivered or received, and to have real-time access to this information,” said Pedro Ligero, vice president, Area Sales, CA Technologies Iberia. “With CA Business Service Insight, Visionway can more rapidly deliver on its business-centric approach to service level management, helping to increase visibility into SLAs and to streamline contract management. The new Quick Start Package available in the Cloud Commons Marketplace further streamlines the implementation process, speeding time-to-value.”