ISLANDIA, N.Y., Oct. 6 /PRNewswire/ -- CA Technologies (Nasdaq:
CA) today unveiled CA Service Desk Manager On Demand, a fully ITIL
pre-configured version of CA Service Desk Manager, featuring
workflow-driven automation for incident, problem, change, request
and knowledge management. As part of CA Technologies mission to
deliver innovative solutions, CA Service Desk Manager On Demand and
CA Service Desk Manager—delivered on premise—now feature CA Open
Space, the industry's first SaaS-based enterprise Service Desk
collaboration platform.
Developed by CA Technologies, CA Open Space is designed to add
significant value to the IT service management process by
leveraging the cultural shift to social networking for issue
resolution. Business users can now collaborate with peers and
experts, and search multiple internal and external knowledge
sources to solve their issue. This information can then be shared
with other users. If the issue persists, the user can create and
track a CA Service Desk Manager ticket directly from the CA Open
Space interface.
CA Open Space delivers faster time to resolution, a reduced
number of support tickets, and improved productivity. Unlike other
enterprise Service Desk solutions available in the market, CA
Technologies offers a new approach to the traditional service desk
support paradigm by focusing first and foremost on the business
user.
"As a worldwide provider of IT outsourcing and business process
outsourcing services, we've partnered with CA Technologies as a
customer and managed service provider since 2006 and currently
support more than 300,000 end users globally utilizing CA Service
Desk Manager and many of their other solutions," said Gary J. Cotshott, president and chief executive
officer of TechTeam Global. "We feel that CA Open Space has the
potential to take self service to new levels and look forward to
the opportunity to share this new offering with our customers."
CA Service Desk Manager is available on premise or on demand.
The benefit of the new on demand offering is that customers can get
started quickly and realize faster time to value with one of the
industry's most proven service desks. CA Service Desk Manager On
Demand can be accessed through all leading browsers, and is offered
via a monthly subscription plan that includes technical support and
upgrades.
"The service desk is evolving from a high-touch function to a
more automated, self-service system with requirements
for outsourcing as a SaaS offering," said Brian Bell, general manager, Service and
Portfolio Management, CA Technologies. "The release of CA Service
Desk Manager On Demand with CA Open Space marks another in a series
of announcements that support our strategy to deliver
enterprise-class IT Management applications from the cloud."
Key features in CA Service Desk Manager On Demand include:
- Certified as PinkVERIFY compliant on 14 ITIL v3
processes: confirms that the customer is leveraging the highest
level of ITIL verification for any on demand service.
- Open Space: a new social networking collaboration
platform for business users or domain-specific networks, it enables
community-based self help, along with multiple internal and
external search sources leveraging Google, in-house knowledge and
stored community knowledge to reduce total time-to-resolution.
- Support Automation: assists IT support analysts to
remotely address requests and incidents more quickly and cost
effectively by providing proven resolution tools and techniques to
identify, diagnose and resolve difficulties before they impact
vital business processes.
- Simplified and enhanced change and configuration management
with CA CMDB: delivers intelligent change management across the
enterprise by providing greater visibility to make infrastructure
and application decisions based on a clearer understanding of
potential business impacts provided by the CA CMDB.
- Role- and task-sensitive automated training: are agent
productivity tools that provide visual training in the context of
the task and process being worked, speeding time–to-value, lowering
training costs, and improving adherence to best practices.
For more information on CA Service Management, please visit:
- On the Web: www.ca.com/servicedesk/ondemand and
www.ca.com/openspace
- Blog: community.ca.com/blogs/itil/
- On Twitter at: www.twitter.com/caitservice
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About CA Technologies
CA Technologies (Nasdaq: CA) is an IT management software and
solutions company with expertise across all IT environments – from
mainframe and distributed, to virtual and cloud. CA Technologies
manages and secures IT environments and enables customers to
deliver more flexible IT services. CA Technologies innovative
products and services provide the insight and control essential for
IT organizations to power business agility. The majority of the
Global Fortune 500 relies on CA Technologies to manage evolving IT
ecosystems. For additional information, visit CA Technologies at
www.ca.com.
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Islandia, N.Y. 11749. All trademarks, trade names, service marks,
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Press Contacts
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Michael Zeglin
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Phone: (650)
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michael.zeglin@ca.com
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SOURCE CA Technologies
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