ISLANDIA, N.Y., May 26, 2011 /PRNewswire/ -- CA Technologies
(NASDAQ: CA) today announced Catholic Health East (CHE), a
multi-institutional health system, has improved IT service levels
and created a more positive IT customer experience by using CA
Oblicore Guarantee™ to accurately measure and report on key metrics
defined in specific service level agreements.
The primary focus for the CHE Information Services (IS) group is
to provide an efficient IT foundation for the CHE Regional Health
Corporations (RHCs) and individual and system-wide initiatives and
applications. CHE IS provides a 24/7/365 help desk, application
hosting, workplace support, application implementation and support
services, project and IT management, and strategic services.
CHE IS and the RHCs collaborate to provide metrics about the
effectiveness of the IT experience for their customers. Using CA
Oblicore Guarantee, CHE has automated the process of service level
agreement (SLA) reporting, built a service catalog and captured
reliable IT service delivery information. The solution pulled
information from originating systems to populate reports,
dashboards and SLA scorecards based on defined metrics.
CA Oblicore Guarantee is the industry leading Service Level
Management solution that creates, manages, and monitors service
level agreements, operational level agreements and underpinning
contracts for large organizations. It offers an innovative
top-down, contract-based approach to creating contractual
obligations and monitoring their performance.
"CA Oblicore Guarantee has allowed us to reliably measure and
report on key metrics in our SLAs, giving us invaluable insight
into how we're meeting our customers' needs," said Sean Hughes, vice president of IS
Administration, Catholic Health East. "Now that the process is
fully automated and we are no longer making educated guesses or
manually collecting performance metric data, our team is freed up
to focus on activities more valuable to the business."
"Improved IT service delivery and SLA management are key
components for helping IT organizations support the critical
day-to-day operations of organizations like CHE," said Brian Bell, general manager, Service and
Portfolio Management, CA Technologies. "As IT explores expanded
sourcing options such as cloud computing, these IT service
capabilities and SLAs gain even more importance. We are
pleased to help CHE ensure that IT delivers what is needed for its
regional partners and customers."
With CA Oblicore Guarantee, organizations can improve service
performance by creating accountability for services provided and
aligning them to contractual obligations. By creating a
collaborative environment for monitoring and reporting service
performance, organizations help improve consumer confidence and
their ability to manage issues proactively.
For more information about CA Technologies offerings, visit:
- Customer Success Story: Catholic Health East
- CA Service Level and Catalog Management
- CA Oblicore Guarantee
- @CA_Cloud
- Cloud Commons Community
(Logo:
http://photos.prnewswire.com/prnh/20100516/NY05617LOGO)
About CA Technologies
CA Technologies (NASDAQ: CA) is an IT management software and
solutions company with expertise across all IT environments – from
mainframe and distributed, to virtual and cloud. CA Technologies
manages and secures IT environments and enables customers to
deliver more flexible IT services. CA Technologies innovative
products and services provide the insight and control essential for
IT organizations to power business agility. The majority of the
Global Fortune 500 relies on CA Technologies to manage evolving IT
ecosystems. For additional information, visit CA Technologies at
www.ca.com.
Follow CA Technologies
- Twitter
- Social Media Page
- Press Releases
- Podcasts
Legal Notices
Copyright © 2011 CA. All Rights Reserved. One CA Plaza,
Islandia, N.Y. 11749. All trademarks, trade names, service marks,
and logos referenced herein belong to their respective
companies.
Press Contact
Christine Needles
(404) 848-2007
christine.needles@ca.com
SOURCE CA Technologies