Oceana Group’s Chief Information Officer, Joy Hilton, says the company required technology that would improve service delivery to its users, and that could be implemented quickly.
“Improved service delivery and fast implementation is what we wanted – and it’s what we got from CA,” says Hilton. “CA Service Desk Manager’s reporting capabilities allow us to manage our performance levels and record changes made to the system. Our users can also log into the system to track progress on their service requests. ”
Hilton explains other important factors that motivated the choice of CA were the robustness of the technology, its wide acceptance and the high levels of support.
Now equipped with an integrated view of all service requests in process, Oceana can quickly identify bottlenecks as well as persistent system faults, thus allowing IT to hone in on the root causes of issues. CA Service Management also gives Oceana the ability to pinpoint—and thus reward—the high performers within the department. In addition, comprehensive reporting makes it easy to monitor the service provided by Oceana Group’s IT vendors.
“Global trends are seeing internal IT department’s position themselves as genuine service providers to the business, and no longer as cost centres. Leading companies like Oceana Group are relying on CA Service Management to make this change successfully, and establishing IT as a true strategic enabler of the business,” says Gary Lawrence, managing director, CA Southern Africa.
CA Southern Africa assisted Oceana in the implementation of CA Service Management.
“During the solution deployment, CA Southern Africa facilitated key user awareness and change management sessions,” says Sue Dods, account manager, CA Southern Africa. “The sessions played an important role driving user involvement and acceptance, helping Oceana achieve maximum benefit from CA Service Management and further speeding time to value.”
Hilton says that Oceana Group is also planning to extend CA Service Management to its procurement, creditors and HR departments to help manage interactions with users more effectively.