Contact Center Solutions Featured Article

CIBER, an international systems integration consultancy, is now using software from CA to transform its global data center by improving IT service, decreasing costs and reducing risks for the businesses it serves.

 

Through the leadership of CIBER’s IT Outsourcing Practice, the company has integrated and automated many IT functions to deliver superior customer service levels and reduce costs by roughly 30 percent.  

 

CIBER has been named among the top 10 Global IT Outsourcers by the Brown-Wilson Group, authors of The Black Book of Outsourcing. As such, the company understands that to win customers, it must provide better IT service more cost effectively.

To achieve this goal, CIBER has embraced CA’s vision of Enterprise IT Management (EITM), which enables organizations to successfully govern, manage and secure IT across the enterprise, in both mainframe and distributed environments.

“CIBER’s competitive position in IT outsourcing, and ultimately its growth, is based on the ability to increase service levels to our clients, while reducing the cost of delivering those services. CA’s EITM vision aligns with that mission,” said Tony Ferrigno, vice president of Global Sales and Strategy for CIBER’s IT Outsourcing practice, in a Tuesday statement.

“The team at CA has been a strategic partner in helping us master what I call the ‘Yin and Yang’ of IT—integration and automation—which simplifies the way we manage IT and deliver service to our customers.”

CIBER sought to consolidate its infrastructure management technology on a primary, integrated platform. The company standardized on CA software solutions three years ago in an effort to optimize its IT management.

CIBER currently uses and has integrated more than 50 CA products that help deliver on the EITM vision, including CA Unicenter Network and Systems Management, CA SPECTRUM, CA eHealth, CA Service Desk, CA SiteMinder Web Access Manager and CA CMDB.

 

“The CA CMDB is the hub of our IT configuration serving as the information source for all things IT,” said Ferrigno. “With the CA CMDB and the solutions we have integrated so far, we are building what CA calls a Unified Service Model that gives us a 360-degree view into the IT services we deliver to our customers. It includes everything—the technology components, people, processes, projects and even the costs of those items.”

An important element in CA’s EITM vision is improving service levels. CIBER can rely on the CA CMDB and integrated solutions to ensure its service desk analysts can obtain instant access to the IT asset and configuration details supporting any given service to quickly determine the cause of the problem.

This improved visibility and access is designed to make triaging and responding to customer service requests dramatically faster and easier, and eliminates the need for multiple service calls. The automation of such activities allows CIBER to consistently respond to customers’ changing business requirements and keep mission-critical IT services up and running.

Through automation, CIBER has been able to lower the overall costs of delivering services by 30 percent. In a market that can be price sensitive and extremely competitive, this provides CIBER with a considerable competitive advantage.

“CIBER’s success is a perfect example of how CA’s Enterprise IT Management vision can become a reality and deliver value to the business,” said Ajei Gopal, executive vice president, Enterprise IT Management Group, CA, in Tuesday’s statement. “With CA’s integrated products helping to automate processes, CIBER delivers everything the CIO cares about—the ability to better manage cost, mitigate risk, improve service levels and align IT resources to match its customers’ business needs.”

As all markets are facing increased intensity in competition and aggressive pricing is becoming more of a challenge, companies are instead turning to solutions that enable them to drive customer service. Such initiatives enable a company to stand out against the competition, commanding a better price because of the service they are able to deliver.

 

CIBER has taken this approach through its partnership with CA. A continued approach to customer service delivery will help the company to establish strong customer relationships, growing its share and enjoying a loyal customer base.