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CA Technologies Review

Jul 20, 2010 | | 0 comments

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CA is one of the largest IT management software providers in the world. Its Unicenter Service Desk is a web-based service desk solution that meets enterprise businesses’ needs. CA prides itself on its service desk’s ability to meet the most challenging support requirements. The CA Unicenter Service Desk can continually meet your company’s needs as it grows, while reducing costs and increasing overall customer satisfaction.

CA’s products include its Unicenter Service Desk, Unicenter Management for Microsoft Exchange, and the CA Service Desk Manager, among many others.

CA Technologies Key Features

CA’s help desk solution has interactive online support and advanced root cause analysis, and it also provides consistent IT service support.  Below is an overview of the product’s specific features.

CA Unicenter Service Desk

  • Process Automation: this automates the problem resolution process, which decreases the need for human resources thereby saving money and time.
  • Customer Self-Service: this allows customers to answer their own questions, which saves the IT administrators the time and effort of answering each individual question.
  • Analyst-Assisted Service: this helps meet the support and service requirements as it integrates with many IT management technologies.
  • Service Level Management: makes sure IT admins respond to calls or surveys in a timely manner, increasing customer satisfaction.

CA Service Desk Manager

  • Incident, Problem and Knowledge Management Automation: enables businesses to resolve IT problems faster.
  • Interactive Support and Self Service Automation: allows organizations to improve the end user experience, increasing customer satisfaction.
  • ITIL-Compliance: supports the flow of ITIL processes, from Incident to Problem to Change to improve operational efficiency.
  • CMDB: includes application dependency mapping and automatically discovers, inventories, and stores CI data to enable deeper analysis.

CA Technologies Highlights

  • CA Technologies simplifies service support by delivering a stand-alone solution in a single, complete product.
  • CA Technologies solutions deliver out-of-the-box integration with security, governance, application, data center, and infrastructure management solutions to drive down IT costs.
  • CA Service Desk Manager will deliver high-quality and consistent IT service support.
  • CA Service Desk is 100% web-based.
  • The Unicenter Service Desk can run on a variety of non-English operating systems, ideal for global companies.
  • Users can access support and troubleshooting information 24/7 at CA.com. There is a support by product section on their website, in addition to a download center, licensing information, and a contact and resources section.

CA Service Desk Technology

The CA Service Desk is completely secure. It can be deployed as licensed software or as software-as-a-service (SaaS). The Unicenter Service Desk supports many platforms, including Microsoft Windows, Linus (Red Hat Enterprise), UNIX (Solaris, Sun, HP-UX, IBM-AIX) servers, Microsoft IE, Firefox Web Interfaces, Mozilla, Oracle Databases, Ingres, and Microsoft SQL server.

Happy Customers

DHL, Sallie Mae, Cingular, Atos Origin, City of Saskatoon, Central Florida Investments

Bottom Line

If you are an enterprise or a growing business, CA Technologies service desk solutions are for you. Solutions from CA Technologies can adapt to your business needs, no matter how challenging the support requirements are, and solutions can be customized to meet your company’s goals. CA Technologies’ service desk solutions will help increase productivity, reduce costs, and ameliorate the overall service and support process.