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Managing Service Quality

CA’s Service Quality Management (CA SQM) solution integrates four powerful tools—CA Wily Introscope, CA Wily Customer Experience Manager, CA Service Desk and CA Service Metric Analysis—to create an unparalleled system for ensuring superior service delivery for web-based transactions governed by business-metric SLAs. By linking Application Performance Management, Service Level Management, and Incident and Problem Management disciplines, SQM creates a closed-loop system that IT can use to establish and publish SLAs & OLAs, monitor and report on service level compliance, and streamline problem diagnosis and resolution.

SQM creates new efficiencies for IT teams and direct cost savings through automation of IT tasks. By expediting recovery from failure, reducing the time required to repair critical applications, and connecting ITIL service support and service delivery functions, it saves organizations time and money by lowering the total cost of ownership for their complex web application environments. CA Service Quality Management gives you the ability to effectively monitor, measure, and ensure the performance of essential business services so you can improve customer satisfaction and better assure revenue streams.

CA Service Quality Management is the only closed-loop system available that manages service-level and operations-level agreements in real time, monitors real customer interactions, and correlates service levels to problem diagnosis.

CA Service Quality Management provides IT and business stakeholders with an effective and collaborative approach to remediating performance problems and ensuring service-level compliance. It is part of CA’s support for Business Service Management, which links IT infrastructure to the business services they support. Integrating key capabilities—Incident and Problem Management, Service Level Management and Application Performance Management—helps organizations meet business demands by delivering reliable, high-quality services through an automated, optimized IT infrastructure.

This solution is an important element of CA’s visionary approach to “Unify and Simplify” overall IT environments by integrating the management of all IT functions. This vision, Enterprise IT Management (EITM), is the key to developing a truly business-centric IT organization.

Learn more about CA Service Quality Management.