Learn how CompuRedes used CA Cloud Service Management to manage multiple customers more easily and reduce time and effort in implementation and maintenance through its Software as a Service Model (SaaS). For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz

1. Management Cloud
Using the Cloud to
Build Economies of Scale
Ana María Jaramillo M.
MCT02S #CAWorld
Compuredes S.A.
IT Director

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Agenda
WHO IS COMPUREDES?
SERVICE PROVIDER HELP DESK CHALLENGE
ACTIONS TAKEN TO QUEST THE CHALLENGE
COMPUREDES IMPLEMENTATION CHARACTERISTICS
BENEFITS
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3. Who Is CompuRedes?

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Who Is CompuRedes?
Founded in 1988
One of the largest independent provider of business process services outsourcing in Colombia
Facilities in four major metropolitan areas within the country
First Latin-American company certified in ISO/IEC 20000 to provide standard IT services management
COMPUREDES IS A MANAGE SERVICE PROVIDER (MSP)

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How CompuRedesMaintains Its Leadership in IT
Establishing strategic alliances with customers to create a complete solution
–One face of service and all the possibilities
Certified professionals with the experience and knowledge to implement our solutions
Continuous innovation to improve customer satisfaction

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CompuRedes Services Portfolio
Outsourced services for both IT and business process outsourcing
–Help Desk services
–Infrastructure management
–Cloud services
–Information management
Integrated IT solutions (one time solutions)
–Network and infrastructure
–Connectivity
–Virtualization

7. Service Provider HELP DESK Challenge

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How We Enable Our Customers
Multiple tools
On-premises solutions
The majority of our customers focus on incident and request management
Multiple customizations
A variety of professionals with specializations in the different tools

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Service Provider Help Desk Challenge
Multiple tools to maintain
Struggling to work with ITIL best practices
High effort in infrastructure and applications maintenance
Long implementation time
Difficulty in managing costs
HELP DESK IS ONE OF THE STRONGEST PRODUCTS IN COMPUREDES.

10. Actions Taken to Address the Challenge

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Tools Assessment Features
Scalability
Security
Performance
ITIL best practices application
Time and effort (implementation and maintenance)
COMPUREDES ASSESSED ON-PREMISES AND CLOUD-BASED TOOLS

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Help Desk Tool Selection
Multi-tenant architecture
–Manage multiple customers on a standard solution
–Reduces time and effort in the implementation
Software as a Service Model (SaaS)
–Reduces effort in maintenance
–Hosting services quality
ITIL best practices
–Modular ITIL implementation
CA CLOUD SERVICE MANAGEMENT WAS THE BEST OPTION.

13. CompuRedesImplementation Characteristics

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CompuredesImplementation Characteristics
One shared instance with floating licenses for several customers
Standard configuration of:
–ITIL best practices
Incidents, requests, problems, changes, configuration, knowledge, service level management
–Definitions
Categories, classifications, notifications, among others
–Workflows
COMPUREDES DEFINED TO USE CA CLOUD SERVICES MANAGEMENT.

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New Customer Implementation
Standard configurations allow reuse of components and processes to create efficiencies in new implementations.
3 standard packages:
–Package 1: Incidents and request and service level management and reports
–Package 2: Problem and knowledge management
–Package 3: Change and configuration management
Packages are implemented gradually depending customer’s level of maturity.

16. Benefits

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Benefits
COMPUREDES EXPERIENCED THE BENEFITS OF THE CSM ADOPTION VERY QUICKLY.
The company was able to:
Create an instance and implement their customers in only three days.
Put the first big customer in production in two months.
Implement one new customer per a month (Package 1).
Create a unique design that can align to diverse customer needs and maturity.
The SaaSmodel allows personnel to focus on improving help desk efficiency and not worry about maintenance.

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Benefits
Reduced implementation time by 80 percent
Reduced implementation cost by 60 percent
Reduced 40 percent of personnel cost dedicated to implementation tasks
Reduced maintenance and support costs of the service by 70 percent
Drove revenue more quickly than our competition and gained competitive advantage within Colombia
COMPUREDES GOT REVENUE MORE QUICKLY

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© 2014 CA. ALL RIGHTS RESERVED.
For More Information
To learn more about Management Cloud, please visit:
http://bit.ly/1wEnPhz
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Management Cloud

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© 2014 CA. ALL RIGHTS RESERVED.
For Informational Purposes Only
This presentation provided at CA World 2014 is intended for information purposes only and does not form any type of warranty. Content provided in this presentation has not been reviewed for accuracy and is based on information provided by CA Partners and Customers.
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