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CA delivers it service quality management with integrated solutions


Announcement Highlights Success of CA’s Wily Technology
Division in First Year After Acquisition

CA WORLD, LAS VEGAS,– CA (NYSE: CA) today announced that it has integrated three of its industry-leading IT management solutions to enable Service Quality Management (SQM), allowing IT organizations to consistently deliver high-quality applications and services that meet the performance requirements of the business.

The solutions integrated include CA Application Performance Management from CA’s Wily Technology division, CA Incident and Problem Management and CA Service Level Management. The new integration adds to the success achieved by CA Wily Technology since its acquisition in March 2006. In addition to integrating with key CA technologies, CA Wily Technology has gained more than 150 new customers and introduced five new products since its acquisition.

Aligning IT and Business with Service Quality Management

With these integrated solutions CA customers can fulfill the requirements of Service Quality Management, an essential part of Business Service Management. They can create service level agreements (SLAs) for specific applications, transactions or groups of users, and measure actual performance based on real customer experience metrics. IT teams can identify and diagnose the root cause of problematic transactions, and automate incident and problem management to help ensure efficient and thorough resolution. This closed-loop system helps ensure that IT services are aligned with business goals and best practices, including ITIL and Six Sigma quality initiatives.

“CA helps customers achieve Business Service Management by integrating industry-leading solutions that link IT infrastructure to the business services they support,” said Jacob Lamm, senior vice president and general manager of CA’s Business Service Optimization business unit. “The breadth of CA’s portfolio and the innovative ways we are integrating those technologies to address needs like Service Quality Management make CA a uniquely attractive partner for enterprises seeking to use IT as a competitive differentiator.”

The three integrated solutions for Service Quality Management are:

* CA Application Performance Management, which combines CA Wily Introscope and CA Wily Customer Experience Manager to manage the performance and availability of applications, portals and service-oriented architectures (SOAs)
* CA Incident and Problem Management, which includes CA Service Desk and automates the workflows necessary to troubleshoot and resolve active and potential service performance and availability issues
* CA Service Level Management, which includes CA Service Metric Analysis and facilitates the definition and publishing of service offerings in business terms, with appropriate quality parameters and financial transparency, through the use of an IT service catalog

The integration of these solutions will be available later this year.

“Addressing Service Quality Management is essential for achieving business goals,” said Jasmine Noel, founder and partner, Ptak, Noel & Associates. “It is no longer possible to expect consistent, reliable, high-performing services if service level management, problem management, and technology monitoring are disconnected. CA’s approach of creating closed-loop integrations between management solutions addresses the need for a holistic, process-based management approach. This aligns IT’s operational efforts to ensure business applications and services meet the performance requirements of business managers.”

Rapid Pace of Innovation and Integration Builds Customer Value

The integration of solutions to enable Service Quality Management is one of many significant achievements by CA Wily Technology since its acquisition. The division also released a new version of its industry-leading CA Wily Introscope product that includes advanced analytics, deeper transaction visibility and clustering for today’s largest IT environments. Further, it introduced a unified product to manage the performance of both Java and .NET applications. In addition, CA Wily Introscope was integrated with several other key CA solutions, including CA Unicenter NSM and CA SiteMinder-enabling customers to derive even more value from their investment in CA technologies.

“Solutions from CA Wily have helped our IT staff to better align our applications with the needs of our business and achieve some of the highest customer satisfaction ratings in our industry,” said Cindy Tesar, systems analyst, Distributed Systems Management at Hewitt, a CA Wily customer. “We look forward to CA Wily continuing to help us simplify and unify the management of our enterprise IT assets.”

For additional information about CA Wily Technology, visit:


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