CA Takes Business Continuity to a Global Level

SITUATION

CA, one of the world’s largest IT management software providers, delivers software solutions that enable customers to more effectively govern, manage and secure their increasingly complex IT environments.  Business continuity is extremely important to CA whose worldwide customer base includes more than 99% of the Fortune 1000 companies, as well as thousands of other organizations who rely heavily on CA software to support their critical business initiatives on a day-to-day basis.

PROBLEM

Six years ago, CA licensed a business continuity automation product, but never fully implemented it because it was difficult to customize and use and required intensive training. Since business continuity planning software is used infrequently, it must be extremely easy to learn and use. And with some 14,500 employees around the world, user buy-in was critical for CA. The Company’s newly expanded Business Continuity program goes far beyond simple disaster recovery, so a team of CA executives began the search for a better business continuity automation tool.

SOLUTION

Shadow-Planner stood out from all the other products investigated in that it tells users exactly what they need to do. No complex navigating through menus and digging through layers of information. It is similarly easy for managers, since it automatically reminds users of their tasks, and alerts managers if a task is late. The product works in concert with CA employees, and as a result is well accepted and fully used.

BENEFITS

COMPANY SITUATION

CA, one of the world’s largest IT management software providers, delivers software solutions that enable customers to more effectively govern, manage and secure their increasingly complex IT environments.  Business continuity is extremely important to CA whose worldwide customer base includes more than 99% of the Fortune 1000 companies, as well as thousands of other organizations who rely heavily on CA software to support their critical business initiatives on a day-to-day basis.

To protect its employees, properties, and assets in the event of a business disruption, CA recently expanded its Business Continuity Program to go far beyond basic disaster recovery. In addition to ensuring uninterrupted continuance of critical business functions in case a company facility becomes unavailable, the new program:

• Identifies departmental business-critical processes
• Assists departments with the necessary guidance and tools to continue critical business functions
• Identifies critical and non-critical personnel
• Documents the recovery effort to bring business processes back on line as required

This expanded program, in conjunction with CA’s semi-annual Disaster Recovery Testing and Crisis Management program, puts CA far ahead of the curve in its approach to business continuity. CA views business continuance as a critical corporate responsibility, giving the concept just as much weight as a financial institution, where it is a regulatory requirement. CA’s Business Continuity Program is fully supported by its executive management team, which has designated regional liaisons to assist in creating and implementing business continuity plans worldwide.  

Six years ago, CA licensed a business continuity automation product, but never fully implemented it because it was difficult to customize and use and required intensive training. Since business continuity planning software is used infrequently, it must be extremely easy to learn and use. And with some 14,500 employees around the world, user buy-in was critical for CA. 

A team of two CA executives – Vice President of Business Continuity Planning Michael Sampogna and Director of Business Continuity Planning Joe Burger - began the search for a better business continuity automation tool. (Photo of headquarters)

THE SOLUTION

The team looked at a dozen products, but Shadow-Planner from Office Shadow stood out. While most business continuity planning software products place a lot of the burden on the user, Shadow-Planner is different. “With a little customization, it simply and easily guides you through building your plans without requiring you to navigate through complex menu options or delve through layers upon layers of screens,” explains Sampogna.  “Other systems force users to navigate through multiple screens and require them to know where to go to enter their data.  Shadow-Planner immediately presents you with a list of what you are responsible for, and makes it easier for you to know what to do.”

IMPLEMENTING SHADOW-PLANNER

After deciding on Shadow-Planner, the team focused on the user base to ensure their willing participation. They created a six-minute video – like a CNN news flash, with action scenes and bullet points –for all employees. The video helped explain why business continuity is important to each employee.

Top executives assigned liaisons who, in turn, assigned department heads as local implementers and trainers. Rather than the full day’s training that was required with the previous product, a computer-based training class enabled each liaison to become proficient in Shadow-Planner in just one hour. 

THE RESULTS

The results have been impressive.  The liaisons report that that the system makes it very easy to see what is due, when it is due, and how to complete their tasks. Once the initial data is in the system and a task is assigned to an individual, liaisons don’t have to constantly keep track of tasks. The Shadow Planner tool was customized to ping users by email, and managers are automatically alerted if a task is overdue. 

CA management is pleased that the tool will result in a higher percentage of completed plans worldwide for every employee, resulting in enhanced employee protection, improved customer support, increased shareholder value, and reduced business risk and liability.  Finally, the team is happy to report that they now receive far fewer support calls than with the former system.

ADVICE FOR PEERS

• First, make sure to get top management assistance from the beginning. Clearly, the level of support from top CA executives was instrumental in gaining worldwide support for this initiative. 
• Second, know your user. Understand their level of technical sophistication and the way they work. Then look for a tool like Shadow-Planner that works the way they do, and makes it easy for them to take advantage of it once or twice a year without confusion or undue burden. 
• Third, choose a vendor that will work with you after the sale. According to Burger, “Office Shadow has been very helpful in setting up the system, building the training tools, and supporting complex data feed customization.  They also have been very willing to partner with us on a project that it critical to our business success.” 

ABOUT OFFICE-SHADOW

Established in 2001, Office-Shadow is one of the world’s leaders in business continuity management software and solutions with specialization in standards-based implementations and in the financial services market. The Company’s technical expertise is tempered with commercial experience drawn from both the public and private sectors. The result is a range of business continuity management products that are grounded in a firm understanding of how organizations actually work. Winner of the 2003 International Business Continuity Award for most innovative new product as well as of the 2006 award for best software product, and with a burgeoning base of blue chip organizations, Office-Shadow is well on its way to becoming a global leader in the delivery of business continuity solutions.