PureSCM is an IT services and software development company that specializes in service management consulting. The company has a proven track record in helping customers meet their strategic goals – including cost reduction, business expansion and simplified compliance – by delivering value roadmaps that combine technology and best practice management processes such as Six Sigma, COBIT and ITIL®. Over the last five years, PureSCM’s customers have increasingly requested integrated and automated solutions that focus on the delivery of business services across traditional, cloud or hybrid environments.
“By establishing a unified platform for IT service management, we have deep visibility into the costs of delivering support services to our internal end users and customers, which is key to ongoing profitability,” said Warren McCall, president and CEO, PureSCM. “The CA Technologies solutions integrate seamlessly with each other and other management tools to simplify our deployments and enable consistent IT service management across traditionally siloed departments operating in a hybrid IT environment.”
PureSCM has deployed a number of CA Technologies service management solutions to optimize development, and to improve productivity and customer satisfaction. CA Service Desk Manager and CA Service Catalog form the basis of IT service level management for PureSCM and help simplify and accelerate the resolution of approximately 100 incidents per month.
While CA Service Desk Manager provides ITIL-aligned incident, problem and request management, CA Service Catalog provides a “shopping cart” for requesting bundled services that meet a specific business need, such as those required by a new employee. Using CA Service Catalog, PureSCM can create an on-boarding package that takes into account all the requirements, such as access to IT systems and company offices as well as the provisioning of computing equipment. Automated workflows track approvals and direct each sub-task to the appropriate group to enable a seamless process.
CA Automation Suite for Clouds extends this automated approach to virtual server provisioning both internally at PureSCM and at client organizations. Test and development environments can be built and dismantled quickly and easily using the solution. IT also can use CA Automation Suite for Clouds to schedule virtual server deployments in advance, based on future business need. Once a request is logged, no further human intervention is required. For one particular PureSCM customer, the solution reduced the provisioning process from up to three weeks to just a few seconds.
CA Process Automation helps bring the capabilities of CA Service Desk Manager, CA Service Catalog and CA Automation Suite for Clouds together by providing underlying process automation and integration. CA Process Automation enables PureSCM to implement workflows that are automated and auditable and assign a specific cost to every client change request, which is key to the company’s billing process.
“Using CA Technologies Business Service Innovation as the basis for their IT service management, PureSCM is able to achieve the business outcomes of reduced cost of IT support, improved efficiency and service quality, and a strong reputation for IT service management,” said Brian Bell, general manager, Service and Portfolio Management, CA Technologies. “An integrated and automated approach enables PureSCM to deliver the high quality and cost-efficient support services that its customers expect.”
For more information about PureSCM’s use of CA Technologies IT management solutions, visit ca.com/PureSCM.