As an IT support professional, you know that despite juggling updates, changing infrastructures, increasing demands for availability and segmented information silos, you are expected to proactively respond to incidents and problem reports. CA Service Desk Manager® is an enterpriseclass support system that helps you do just that by providing visibility into the IT infrastructure — to quickly identify and resolve issues — before they disrupt vital business operations.
CA Service Desk Manager is a key component of a comprehensive, enterprisewide incident and problem management solution. A vital weapon in the battle against incidents threatening critical business functions, it improves the speed and accuracy with which issues are resolved, leading to better quality service and response times — all while reducing support costs.
The CA Advantage
CA Service Desk Manager improves IT support management by providing a comprehensive, highly versatile set of functionality that leverages ITIL® principles and other best practices and improves IT governance. CA Service Desk Manager is a critical component of effective incident and problem management, and is an important part of CA’s overall approach to the Enterprise IT Management (EITM) vision, which helps you unify and simplify IT management across your enterprise.
CA Service Desk Manager: Resolve IT Problems Faster
IT budgets have been under constant cost-cutting pressure for years, even as demand for around-the-clock access to business-critical support services grows at an exponential rate. Add the increased complexity of global IT service demands, disparate information silos and varied hardware and software components, and it’s no surprise that incident and problem management processes have become increasingly complex and difficult to administer.
They’re even harder if your support procedures are performed manually, or make use of loosely defined processes or spreadsheets to log, track and escalate incidents, or if your service desk analysts have limited visibility into the components that make up your IT infrastructure, the relationships and interdependencies. But without a full understanding of the entire IT environment, it’s challenging to determine the source of incidents and service outages.
Further complicating matters are the information silos that persist despite your best efforts to integrate them. When a home-grown application, one inherited through mergers and acquisitions or enterprise applications with their own built-in support packages do not fully integrate, the information islands that form fail to give your support staff the comprehensive view into the enterprise they need to identify, isolate and resolve incidents and problems.
Meeting Service Demands
Yet, you still must deliver on several key mandates and improve service quality while controlling support costs. However, if systems are down and service disruptions are the norm, end users can’t perform at their peak, productivity drops and overall business performance suffers.
On the other hand, if these challenges are addressed and overcome, your IT organization can enhance end-user productivity and proactively support the key technology requirements of the business through adoption of industry-proven best practices for incident, problem and change management.
That’s why CA Service Desk Manager and its fully integrated suite of features — including service desk, knowledge management, support automation, dashboard and the CA Configuration Management Database (CMDB) — is so important in helping you achieve effective incident and problem management.