Service Desk Course

CA Service Desk Manager (CA SDM) enables you to prevent service disruptions, better manage change risks, and provide a 360-degree view into your IT services. This industry-proven solution with its comprehensive feature set is now delivered on-premise or on-demand for unprecedented flexibility.

CA SDM is a versatile, comprehensive IT service support solution designed to help you deliver superior end-user support through tight integrations with request, incident, problem, change,knowledge and service asset and configuration management processes.

CA SDM takes advantage of the growing use of social media with its tight integration with CA Open Space, an easy-to-use collaboration add-on that brings people and knowledge together to brainstorm, solve problems and share information. This native Web 2.0 application is delivered as a service and enables your users to self-help and resolve issues without having to submit an incident.

Business value

Modern IT organizations are evolving into service providers with an increased pressure to do more with less. IT requires a comprehensive approach to customer-focused and demand-driven service support with end-to-end processes and the ability to measure business value. Companies implementing this holistic service support strategy, replacing the traditional siloed approach, are achieving greater efficiency and productivity while reducing costs. For example:

A leading global IT outsourcing firm views CA SDM’s integration of incident, problem, change, and knowledge management as the key to efficiently delivering services to 21 customers with 160,000 end users in 35 countries. CA SDM is helping to manage over 150,000 incidents per month by maximizing analyst efficiency and is instrumental in moving its customers to standardized, ITIL-based processes for greater IT service consistency.

A large IT service provider improved analyst efficiency by over 15 percent, reduced staff overtime, and boosted the quality of its services by using CA SDM to identify customer trends around change requests.

One of the United Kingdom’s leading department stores uses CA SDM to track over 1,400 incidents a week with up to 25 percent of these (going to 45 percent in the near future) being logged via self-service which are then automatically routed to the appropriate support team. CA SDM’s self-service capabilities are helping users solve their own IT issues with up to 15 percent of issues now being resolved without direct involvement from IT.

A large financial institution is addressing 99 percent of requests raised internally within the agreed SLA using CA SDM. Using ITIL methodology they were able to greatly reduce meantime-to-resolution (MTTR) and repeat incidents. CA SDM is supporting 5 different help desks servicing around 75,000 requests per month across 1,725 branches with approximately 55,000 internal branch users and 1,200 analysts.