Automate ITIL® and IT support processes to consolidate, log, track, manage and escalate incidents while pinpointing the root cause of a problem by providing visibility into all IT assets and the relationships between configuration items.
The Challenge
Providing quality IT services is challenging when service needs are continually growing. You need to develop and deploy effective and repeatable processes if they are to scale to these growing demands and provide consistent service that is both reliable and high–performing to meet customer expectations. Your IT organization needs a service desk management solution that can help:
- Reduce the impact of service disruptions
- Improve the quality of service
- Improve the end-user experience
- Manage the cost of supporting IT services
The Solution
The CA Service Desk Management solution (CA SDM) helps you:
- Automate service support and integrate the service desk with all aspects of the business—accelerating time to value.
- Align IT processes with business goals while providing superior service for employees, customers and partners
- Automate processes, which will improve operational efficiency, reduce support and service delivery costs, and increase user productivity.
The Details
Our Service Desk Management solution delivers:
- Support quality and consistency through the effective and efficient management of incidents and problems that affect technology users
- Integrated IT management capabilities that provide a foundation for sharing common IT components and services
- Time to value through assessments that combine top–down and bottom–up evaluations of your support services