CA Service Desk Manager is designed to help IT service desk 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.
Overview
Sophisticated service management processes do not need to equate to a complex user experience. CA Service Management, with its Service Point self-service and mobility capabilities, delivers a modern experience. This experience uses Natural Language Processing (NLP), enabling business consumers, power users, and decision-makers to easily access knowledge, collaborate, resolve issues, request services, and interact with their IT assets. This business-centric focus can broaden adoption of services, improve productivity, reduce costs and elevate the perception of your IT organization by bringing together the right people, relevant knowledge, and available services and assets.
Business Challenges
Changing User Expectations.
Increasing service management sophistication often means a more complex user experience. But users expect a simple search-centric self-service experience similar to the consumer apps they use outside the workplace. Further, they expect immediate action and results, expending minimal effort, and using whatever device they have in their hands at that moment.
Overburdened IT.
Resolving issues, requesting services, and managing IT assets often involves expensive management and analyst resources for mundane tasks. Few business consumers attempt to take action on their own and there is minimal knowledge that is readily available to them. It is often difficult to know whom to go to for immediate action. The result: IT is blamed for being slow and unresponsive.
Misaligned Collaboration Tools.
Most collaboration tools are not designed with IT issue, request, and asset processes in mind. As a result, they often fail to deliver measurable value and distract employees from their core business objectives. Further, they typically require users to access each knowledge source independently, through an interface designed to connect people-topeople, not deliver relevant IT answers.
Solutions Overview
Service Management delivers a modern user experience focused on search-centric self-service, mobility, and collaboration. All users can follow communities and topics, and collaborate with peers, analysts, and experts. Service Point self-service features ARIA, a virtual analyst service bot, which allows users to get support through an intelligent chat-based platform that can send knowledge docs, perform ticket status checks, and reset passwords. ARIA can elevate the self-service experience of your users by providing intelligent responses and resolutions, while alleviating the demand on analysts, they can chat directly with support analysts, open service desk tickets, or request services. They can also monitor the progress on their requests or issue resolution. And this is all done from a single screen!