CA Service Desk Manager

CA Service Desk Manager is a robust IT service support solution designed to help you deliver end-user support through integrations with request, incident, problem, change, knowledge and service asset and configuration management processes. Provides collaborative approach bringing knowledge, solving problems and information sharing together and brings teams together where necessary. A self-help and resolving issues without submitting an incident is another way SDM helps IT organizations to do more with less as they come under pressure of dazzling questions of how they keep costs low.

CA Service Desk Manager acts as a single point of contact for users.

• Natively supports ITIL processes - request, incident, problem, change, service, asset, configuration and knowledge management complemented with support automation and work flow processes. Role user interfaces are fully configured.
• Change management manages change across the enterprise by providing clear work flow needed to make infrastructure and application decisions based on a better understanding of business impacts. Utilizes the Configuration management database (CMDB) to evaluate changes and possiblem discrepancies involving the same configuration item (CI) are automatically displayed.
• Service asset and configuration management provides the foundation for comprehensive configuration management system (CMS) for greater management control over your IT environment by providing consolidated view of CIs and their interdependencies.
• CMS/CMDB with application dependency mapping enables to automatically discover inventories, store CI data and relationship information gathered from multiple sources to link services with their underpinning CIs. Analysts can perform change impact analysis and do thorough root cause analysis.
• Self-help support provides users a personalized self-service portal with information on outages and their existing requests as well as solution search and notification, integrated password reset, chat and automated repair options along with analyst-driven remote repair.
• Knowledge management with knowledge repository to help connect IT with the business by presenting information tailored to the needs of end users and service desk analysts. This knowledge is accessible through CA SDM self-service portal and CA Open Space.
• Support automation helps IT support analysts to remotely fix requests and incidents by providing proven resolution tools and techniques to identify, diagnose, and resolve difficulties which would otherwise backfire business.
• Multi-tenancy enables multiple independent tenants 9ie. organizations or departments) to share single implementation of CA SDM. Within the multi-tenant architecture, tenant data and configurations are virtually separated so that each client organization works with its customized virtual instance. CA SDM provides the granular user and data access controls to permit/deny sharing of configuration, process, contacts, and content between tenant groups to support customer defined policy.
• Reporting and analytics provide high-level graphical overviews of service desk and knowledge management operations to help with real-time analysis and integrated decision support. This is designed to help service desk, change, and other IT managers gain immediate visibility into key performance indicators, critical operational metrics and day-today activities.

Naturally CA SDM can be integrated on automated basis with all other our CA products. To identify these areas either browse these pages or request further information here.