CA Releases Service Quality Management Solution

New closed-loop system helps IT delivery business services that meet SLAs

CA today released CA Service Quality Management (SQM) which the company says is 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 has integrated CA Wily Customer Experience Manager and CA Wily Introscope (for application performance management), CA Service Metric Analysis (for creating service offerings in business terms), and CA Service Desk (for automating workflow performance issues) into SQM, which the company says will help align IT with business goals.

With SQM, IT staff can measure application performance, transactions, or groups of users against SLAs so they can identify and diagnose the root cause of problematic transactions and automate incident and problem management.

“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, CA, in a statement. “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.”

CA Service Metric Analysis is used to negotiate, track, and report on service-level agreements. Wily CEM and Introscope are integrated with Service Metric Analysis (SMA), so a Web-based business transaction can be modeled as a service and compared to SLAs for end-user transactions or OLAs for Web application performance. Then, within the SMA, IT can implement policies that evaluate which SLA violations critically impact the organization’s business. When a violation is detected, Wily CEM creates an incident ticket in CA’s Service Desk application that incorporates diagnostic information from Introscope.

SQM supports implementation of best practices from the latest release of the ITIL foundation, ITIL v3. According to CA, “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.”

More information is available at

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