agility
made possible
™CUSTOMER PROFILE
Industry: IT managed services Company: Ativas
Employees: 200+
Revenue (2011): R$ 30 million
services with
CA Technologies solutions
BUSINESS
Ativas provides managed services through traditional and cloud-based platforms.
The company owns a 11,000-square meter world-class data center, which has international certifications, such as Tier III and TÜV Rheinland.
CHALLENGE
In order to position itself among the best data centers in the world and meet customers needs, Ativas must guarantee 99.98 percent availability for its services.
SOLUTION
Ativas uses a range of integrated CA Technologies solutions to support best practice processes and facilitate governance for its managed IT services offerings.
BENEFITS
Thanks to their integrated approach, CA Technologies solutions give Ativas greater visibility and better control of its IT
infrastructure, as well as the service levels delivered to customers.
“To increase our market share, we
need to ensure that service quality
is consistently exceptional.”
Antônio Phelipe
Chief Technology Officer, Ativas
For the company’s data center to be recognized as a world-class operation, Ativas invested in more comprehensive monitoring solutions and automated processes that improve its ability to rapidly
Business
Providing IT services that guarantee availability and security
Ativas provides a complete portfolio of IT managed services, through traditional or cloud-based platforms, to medium and large organizations in Brazil. The company was founded by two large Brazilian groups – Grupo Asamar and CEMIG Telecom – and operates a state-of-the-art data center to support its outsourced hosting services.
The company introduces innovations for SaaS (Software as a Service) models and cloud computing solutions, which allow clients to quickly scale their environments in accordance with demand.
Ativas’ infrastructure is founded on a concept of end-to-end virtualization concept – from fi rewall layers and networks to servers, applications and storage. The company prides itself on using the most up-to-date technologies for security and contingency.
Challenge
Reducing the costs and complexity of IT management
Ativas plans to be among the 15 largest IT outsourcing companies in Brazil by 2014. To achieve its ambitious growth plans, the company must safeguard the quality of customer services.
Antônio Phelipe, Chief Technology Offi cer at Ativas, comments, “To increase our market share, we need to ensure that service quality is consistently exceptional, regardless of whether services are delivered via a traditional or cloud-based model.”
“We must guarantee extremely high levels of reliability, which means automated processes are needed for monitoring tasks, problem analysis, provisioning and software updates for clients,”
explains Phelipe.
Solution
Improved governance for IT service management
Ativas investigated a number of products available on the market before selecting a range of integrated solutions from CA Technologies, including:
CA Service Desk Manager
•
CA Business Service Insight
•
CA Client Automation
•
CA IT Asset Management
•
CA eHealth
•
CA Automation Suite for Data Centers
•
CA Application Performance Manager (APM).
•
“The CA Technologies solutions offered the breadth of functionality we needed to meet the demands of all our customers,” comments Antônio Phelipe, CTO at Ativas. “The company also offered a licensing model that fi t with our expectations for growth and took into account virtualization and cloud computing models.”
The CA Technologies solutions support Ativas’ ‘Myra’ best practice IT management methodology, which incorporates incident, problem, confi guration, capacity, change, availability and service level management.
Better information for a more responsive service
CA Service Desk Manager facilitates the adoption of ITILv3, including incident, problem and change management, at the Ativas Service Center. The solution is used to track all requests and issues reported by customers, and is used alongside CA Business Service Insight to monitor and maintain customer service levels. Along with CA Business Service Insight, it administrates the management of service level agreements established with customers.
Phelipe comments, “While CA Service Desk Manager helps us ensure a rapid response to individual customer needs, CA Business Service Insight provides a broader view of our performance by tracking key performance indicators and providing real-time visibility of service levels to help prevent SLA (service level agreement) breaches.”
The solution also allows Ativas to control the lifecycle of its assets, from the moment of purchase to their retirement, which contributes to improved fi nancial management of the data center.
Data center operations are also enhanced through the use of CA APM, CA eHealth and CA Automation Suite for Data Centers. “CA APM triggers automatic alerts when it identifi es problems that could affect our Web applications,” explains Gustavo Tadeu, Specialist in Business Technology at Ativas. “CA APM also facilitates rapid root cause analysis, while CA eHealth offers historical reports about the availability and performance of network devices and servers to assist with capacity management,”
At the same time, CA Automation Suite for Data Centers improves visibility and control of Ativas’
virtualized data center environment. “The solution offers comprehensive features for cloud automation, such as dynamic provisioning, self-service and resource optimization,” adds Tadeu.
CA Client Automation also supports Ativas Service Center activities. For example it is used for remote problem resolution, centralized software updates and automated registration of changes, which makes it easier and quicker for the team to respond to calls. The solution collects information from Ativas’ and its clients’ software and hardware, which is captured in a change management database to aid
problem resolution.
CA IT Asset Manager provides supply and compliance professionals at Ativas with a range of data, for example on supplier contracts, software licenses and maintenance warranties, that helps them meet the quality requirements stipulated by ISO 20000.
“CA Automation Suite for
Data Centers offers comprehensive
capacity for cloud automating.”
Gustavo Tadeu
Specialist in Business Technology, Ativas
Benefi ts
Supporting business growth with exceptional services at an affordable cost
The CA Technologies solutions provide Ativas with comprehensive visibility and greater control of its IT infrastructure and customer service levels. Phelipe comments, “The enhanced monitoring and greater automation offered by the CA Technologies solutions enable us to manage our traditional, virtual and cloud-based IT environments much more effi ciently.”
As a result, Ativas has been able to:
Decrease the volume of incidents and problems
•
Enhance capacity planning
•
Increase productivity by 33 percent, enabling Ativas to support an
•
expanded customer base with the same resources Deliver new environments 25 times faster
•
Reduce costs by three per cent for Ativas customers
•
Respond faster to customer needs
•
Optimize the time of IT support staff
•
1890 %
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33 %
productivity increase, enabling
Ativas to support an expanded
customer base with the
same resources
Cláudio de Castro Correa, Solution and Services Analyst at Ativas, comments, “The CA Technologies solutions enable us to provide a better service to our customers in a more cost-effective manner. This enhances our competitive advantage and will fuel business growth to help us achieve our goals.”
“The solutions enable us to provide
a better service to our customers in
a more cost-effective manner.”
Cláudio de Castro Correa
Solution and Services Analyst, Ativas
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