CA Business Service Insight Benefit Impact Analysis 2

Benefits for Internal Providers of Business Services

Increased Productivity for Service Level Management Metric impacted: Service Level Manager Productivity Increase in Recovered Costs from Suppliers when Outages Occur Metric impacted: SLA Penalties Reduced Effort Required for Report Maintenance & Accuracy Metric impacted: Service Level Reporting Productivity Reduced Effort Required to Alter Contracts, Service Levels, and Measures Metric impacted: Contract Update Productivity Reduced Risk of Excessive IT Project Costs and Overhead Expenses Metric impacted: Project Overhead

Projected Impact Range

50% - 60% 25% - 35% 50% - 60% 50% - 60% 10% - 20%

Additional Benefits for Managed Service Providers

Increase in Customer Growth and Retention due to Reduced Disputes and Increased Reliability Metric impacted: Customer Growth Rate Increased Revenue due to Improved Accountability and Reduced Disputes Metric impacted: Revenue Proactive Penalty Prediction and Avoidance Metric impacted: SLA Penalties

Projected Impact Range

45% - 60% 15% - 25% 20% - 30%