Service Desk

Service Desk CA Service Management is designed to help analysts make every moment count through a dynamic experience so they can deliver great customer service without the fear of overbearing processes or metrics. With the solution, teams can embrace teamwork rather than working from siloed knowledge stashes and disjointed communications.
Key to delivering this great service is the solution’s new and intuitive xFlow user experience for analysts, which provides more comprehensive and intelligence-based views that analysts, teams and the service desk as a whole need to get their work done. Recently introduced features such as Cardview, Heat and Weather provide analysts with a contextual understanding of their workload based on multiple dimensions, so they can better prioritize their work. Intelligent features such as Service Genius provides analysts with real-time, knowledge-based articles, while the Suggested Experts feature recommends expert’s best suited to help resolve the issue. As a result, the new xFlow user experience enables analysts to work more naturally in their environment and provide first-class customer service. CA Service Management is Pink VERIFY certified on 15 ITIL® 2011 processes and provides comprehensive support for incident, request, problem and knowledge management, all of which are underpinned by robust change and configuration management processes. Its service desk capabilities help IT organizations take control of their change-management workflow and standardize their IT business processes in accordance with industry-proven best practices. CA Service Management also helps IT organizations, including service providers, reduce cost and complexity by consolidating multiple or disparate help desks. It delivers extensive support automation tools to more quickly and effectively identify, diagnose and resolve issues, resulting in a higher quality of customer service. Unified Self-Service Unified self-service refers to a common self-service user experience across traditional ITSM silos (service desk, asset management and service catalog) and across stakeholders (business consumers and power users). It provides a modern interface, with features that enable users to ask questions, search for knowledge, collaborate, chat with Support analysts, open service desk tickets and view and order assets and services from a single screen. Users can accomplish these tasks from both mobile devices and desktops. Unified self-service also makes quick-value content available to users through predefined services that automate and deliver the most common tasks. This includes automating password resets for business consumers and various administrative tasks for the power users who oversee the product. Self-service capabilities like these help drive user satisfaction and productivity. They also free up time for analysts by eliminating many issues from ever making it to the service desk, subsequently reducing the number of open tickets they must handle.

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A native mobile app for iOS and Android™ devices provides access to the unified self-service capabilities, including the consumer storefront of available services. Users can leverage native device capabilities like the camera and location awareness when opening issues. Service desk analysts can manage their ticket queues and all users can manage task approvals, all from mobile devices. For management, optional dashboards can provide real-time analytics exactly when needed on mobile devices.

Change, Release and Configuration Management

A robust change management database (CMBD) enables deep root cause analysis for issues and proactive impact analysis for changes to the IT environment. This, combined with the ability to link services to configuration items, enables your IT departments to plan better, make fewer mistakes in implementation and exercise more precise control of critical configuration items and services. They can also respond more quickly and effectively to incidents and problems in operations. Underpinning the CMDB is a robust change approval process and a Change Audit Control Facility that leverages rule-based processing to handle unauthorized changes within the environment, thus helping reduce system downtime and minimize impacts to the business.

Business Value and Advanced Reporting

Business value reporting helps your decision makers and power users understand and prove the business value of your service management organization and service offerings. Out-of-the-box reports supply insights into organizational productivity, service demand and costs. They help IT managers gauge operational effectiveness and provide the business impact of service disruptions in dollars. In addition, advanced ad hoc reporting and dashboard features empower managers to perform more in-depth analysis in order to support tactical and strategic decision making. Non-technical users can quickly create interactive dashboards and reports and immediately share them with the broader user community. The resulting unified view of your service management environment delivers deep, real-time management insight and transparency into service demand, cost, use, assets and issues to users of CA Service Management.

Integration with the Broader IT Environment

CA Service Management includes a robust integration architecture that enables it to contribute to both a larger ITSM vision, as well as to broader IT Operations functionalities. This architecture provides out-of-the-box integrations with application discovery and dependency mapping tools through integration with CA Configuration Automation. The integration architecture allows managers to extend their service management solution in order to better visualize and manage services using application performance and infrastructure domain management systems. As a result, they’re able to build real-time, cross-silo views of services and more efficiently pinpoint sources of service impact and risk.

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