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The City of Cape Coral needed to extend and enhance its Enterprise Service Management solution. PSR Associates (PSR) provided architectural expertise and technical resources to facilitate an upgrade of existing systems as well as the implementation of new tools. PSR successfully re-architected Cape Coral’s in-house developed Incident and Change Management processes into a customized, ITIL-aware Enterprise Service Management solution that leveraged both their existing and new software investments.
Business:
The City of Cape Coral provides a comprehensive range of municipal services including general government, public safety (police and fire), public works, community development, economic development, utilities, transportation, and parks and recreation to a population of nearly 180,000 distributed across 120 square miles
Challenge:
Since its incorporation in August of 1970, Cape Coral’s population has continued to grow rapidly. Already the 3rd largest city geographically in the state of Florida, it is also the 11th largest city in population. Cape Coral needed to find a way to continue to meet its operational obligations without investing in additional resources.
Solution:
To ensure that its IT organization runs at optimum efficiency, City of Cape Coral (working with PSR) adopted an integrated and automated approach to Enterprise Service Management. This approach reduces the required resources needed for key IT processes, such as Dynamic & Virtual Systems Management, Network Management, IT Client Management, Change & Configuration Management and Incident & Problem Management.
Enabling integration and automation as the foundation
The City of Cape Coral needed to find a cost-effective way to standardize and simplify its IT systems and services. The City of Cape Coral could either customize existing third party products or buy new CA products and create an integrated Service Management solution that had all the proper requirements. The City of Cape Coral used PSR’s Enterprise Services Infrastructure Management approach and services organization to architect and help implement an automated and integrated solution. This process was key not only for operational efficiency but also staff retention, business continuity and service management. The City of Cape Coral has been able to extend its capabilities for service desk, client management, and its monitoring management solution.
Service Management improves service levels The city of Cape Coral needed to replace a third party help desk while incorporating change management into one enterprise service management solution for the entire organization. PSR’s services organization helped architect and implement Incident, Problem, and Change management using CA Service Desk R11. By creating process and defining business critical criteria, The City of Cape Coral was able to support its customer base with improved 1st level support, reporting and service levels.
Defining Incident, Problem, and Change Management in one system streamlined the service management process while creating detailed audit trails. Defining incident and fixing problems while understanding change in one system has helped the Service Desk analyst at the City of Cape Coral concentrate their efforts on increasing customer satisfaction by being proactive instead of reactive.
Monitoring and management improves IT availability
Within the data center environment, The City of Cape Coral relies on CA’s Management solutions which provides continual monitoring and alerts about issues that impact IT. PSR’s services organization helped architect, install and integrate the Spectrum 8.1 network monitoring solution with an existing R11 version of CA Unicenter Network and Systems Management, The City of Cape Coral is now automating both the complex and simple system and network monitoring initiatives. As a result, The City of Cape Coral IT team can intervene before a problem impacts users or results in an outage. By combining CA Unicenter NSM with a CA Spectrum Network Management solution, The City of Cape Coral now has an integrated proactive system and network monitoring solution.
Reducing risk and complexity while providing improved service
Viruses are not the only security challenge facing The City of Cape Coral. Ensuring that desktops are running the latest versions of key software packages is an important security defense. Using CA Desktop Server Management and Change & Configuration Management solution, The City of Cape Coral is able to ensure that the organization’s 1000 plus desktops, servers, and laptops are synchronized by automating the roll-out of software upgrades. If a user does experience a problem with their hardware or applications, whether it’s due to a security breach, poor network bandwidth or a server outage, then the IT team can discover the root of the problem much more quickly using a combination of CA Unicenter NSM, CA Desktop Management, CA Spectrum and Incident & Problem Management solutions. Any IT problems experienced by staff at The City of Cape Coral are logged into CA Service Desk, which helps ensure IT issues are dealt with effectively. CA Service Desk and the PSR’s Services Organization have enable The City of Cape Coral to create a formal service desk operation and develop workflow management processes that improve efficiency and reduce complexity.
Result:
The City of Cape Coral’s Information Management Team, with the assistance of PSR’s Services Organization, has been able to realize a lower staffing ratio and reduced capital expenditure while enhancing service and minimizing risk. As a result, more resources can be directed at the primary goal: helping support the municipal services and people of Cape Coral.
Deliver a better service with less resource
Thanks to the success of this service approach in its IT operation, The City of Cape Coral is now looking at standardizing all request and incident reporting via the CA solution from human resources to customer services. PSR’s service management approach provides The City of Cape Coral with a great insight into any issues and problems, which helps to improve customer service quality. This is just one example of how PSR’s EITM approach is helping The City of Cape Coral improve its service delivery. Since partnering with PSR, the organization has also been able to:
- Reduce capital expenditure
- Improve network availability
- Improved report on incidents and changes
- Improve and implement ITIL process within Service Desk
- Improve overall service
- Achieve a lower staffing ratio
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