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CA Releases Service Quality Management Solution


New Closed-Loop System Aligns IT with ITIL v3 to Ensure High-Quality
Business Services

ISLANDIA, N.Y.,– CA (NYSE: CA) today announced the general availability of CA Service Quality Management (SQM), the industry’s first closed-loop system to ensure that IT is delivering high-quality business services that meet Service Level Agreements (SLAs) and align with best practices like ITIL.

CA products integrated in the SQM solution include CA Wily Customer Experience Manager and CA Wily Introscope (to manage application performance), CA Service Metric Analysis (to define and publish service offerings in business terms), and CA Service Desk (to automate workflow for performance issues). The integration of these products into CA SQM solution will help customers to more effectively align IT with business goals and move towards true Business Service Management.

“By integrating multiple management solutions to deliver additional value, CA is providing a clear path to help companies simplify the management of their enterprise IT,” said Julie Craig, senior analyst at Enterprise Management Associates “Innovative product integrations like SQM can help organizations better understand the performance of IT within the context of overall business performance.”

SQM enables IT staff to measure the performance of specific applications, transactions or groups of users against SLAs. With this real-time information, IT teams can now identify and diagnose the root cause of problematic transactions based on actual end-user data, and automate incident and problem management to help ensure efficient and thorough resolution.

“By linking IT infrastructure to the business services it supports, CA is delivering a critical component of Business Service Management,” said Mike Malloy, senior vice president and head of products at CA Wily. “As the industry’s first closed-loop system that aligns IT services with business goals, SQM highlights CA’s unique ability to integrate mature, industry-leading technologies to deliver additional value to our customers.”

SQM’s closed-loop feedback system begins with business stakeholders and IT application owners using CA Service Metric Analysis to negotiate, track and report on SLAs. Because Wily CEM and Introscope are integrated with Service Metric Analysis (SMA), any web-based business transaction can be modeled as a service and monitored for compliance with SLAs for end-user transactions or OLAs for web application infrastructure performance.

Within SMA, IT teams can create policies that determine which SLA violations are critical, based on how they affect the business. When a critical SLA is violated, Wily CEM automatically opens an incident ticket in CA Service Desk and queries Introscope to add relevant diagnostic information to that ticket. This enables the help desk to more quickly resolve the issue.

SQM also supports implementation of best practices outlined in ITIL v3. These include Business Service Management—which enables business users to understand the impact of IT events on business services in business terms—as well as the use of Service Portfolios for appropriately allocating IT resources based on business priorities.

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