ca unicenter and service desk

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CA Leverages Its Own Product - Unicenter ServicePlus Service Desk to Manage Worldwide Help Desk

With approximately 17,000 employees worldwide, CA is a company that needs a responsive IT help desk. They rely on its own Unicenter ServicePlus Service Desk product to ease the help desk process for everyone involved. Worldwide, 75 CA call center technicians take more than 4,000 calls per week. The result...

Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Operations

Case studies

Ease of Upgrading and Enhancements in Unicenter Service Desk r11

Unicenter Service Desk r11 will help accelerate the service and support process, improve productivity, closely align a service desk with the business and help reduce costs. Upgrading to Unicenter Service Desk r11 has never been easier with CA's easy to use installation process that automatically upgrades data, forms, workflow, and...

Tags: Service Desk, CA Unicenter, Computer Associates International Inc., It Services, It Management, It service Management

Webcasts

Unicenter ServicePlus Service Desk at the Heart of the New Help Desk at illycaffe

Founded in 1933, illycaffe is a publicly listed company that produces and distributes coffee for espresso machines. The IT structure - which in 1998 comprised of five servers and was based entirely on an AS/400 with an in-house legacy application - had already undergone expansion to meet the needs of...

Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Operations

Case studies

Tabcorp Holdings Limited Bets on Unicenter Network and Systems Management and Unicenter Service Desk to Win ITIL Benefits

Tabcorp Holdings Limited Tabcorp is Australia's premier gambling and entertainment group and one of the largest gambling and entertainment businesses in the world. Following the merger and acquisitions and solid growth, Tabcorp faced a highly complex and mixed IT environment with multiple and varied infrastructures. There was obviously a pressing...

Tags: Service Desk, CA Unicenter, Network, Computer Associates International Inc., ITIL, Entertainment, Systems Management, It Management, It service Management

Case studies

Holmesglen Institute Saves 20 Hours Per Week on Data Entry With Unicenter ServicePlus Service Desk

A specialist in the area of Vocational Education and Training VET, the Holmesglen Institute of TAFE Technical And Further Education is the largest of its kind in Victoria, Australia. In 2002, the Institute opened a new campus, increasing its already large computer network by 30 percent. This resulted in an...

Tags: Service Desk, CA Unicenter, Data Entry, Computer Associates International Inc., Help Desk, Call Centers, It Operations

Case studies

Finisar Corporation Uses Unicenter ServicePlus Service Desk to Implement ITIL Best Practices and Address Sarbanes-Oxley (SOX) Compliancy Requirements

One of Finisar's primary IT objectives is to enable their international Information Technology IT and Oracle IT departments located in Ipoh, Malaysia, Shanghai, China and the United States to operate as a seamless global organization to support Finisar's rapidly growing business. Early on Finisar determined that to meet their overall...

Tags: Service Desk, CA Unicenter, Sarbanes-Oxley Act, Finisar, Computer Associates International Inc., ITIL, Sarbanes-Oxley, It Services, Regulatory Compliance, Process Improvement, It Management, Strategy, Regulations, Government, Financial Accounting, Finance, Human Resources, Policies And Procedures, Quality, Business Operations, It service Management, Management

Case studies

Abilene ISD Increases Issue Close Rate by 200%, and Reduces Response Times by 40% With CA Unicenter Service Desk and CA's Desktop and Server Management

The Abilene ISD AISD is a top rated (17th in the entire U.S.) school district serving approximately 17,000 students spread across 32 sites in the metropolitan area. The specific challenges for the District were manual processes and the lack of IT staff to support an expanding and complex IT environment...

Tags: Service Desk, Desktop, Server Management, CA Unicenter, Server, Computer Associates International Inc., It Services, It Management, It service Management

Case studies

African Bank Achieves 97% SLA Compliance With Its Suppliers Using CA's Unicenter ServicePlus Service Desk

African Bank Limited is a wholly owned subsidiary of African Bank Investments Limited ABIL, a public company listed on the JSE Securities Exchange of South Africa. The bank wanted to improve the levels of technical support provided to its thousands of users, and also needed to centralize its help desk...

Tags: Service Desk, Bank, SLA, CA Unicenter, Supplier, Computer Associates International Inc., African Bank, Help Desk, Call Centers, It Management, It Operations, It service Management

Case studies

Alcatel Significantly Boosts Service Desk Productivity and Reduces Costs With CA's Unicenter Solutions

Alcatel provides telecommunications and Internet equipment to more than 130 countries worldwide, delivering voice and data communications solutions to carriers, service providers, enterprises and consumers. The issues faced by the company were an older help desk tool that was no longer supported which needed an upgrade and the need to...

Tags: Service Desk, CA Unicenter, Computer Associates International Inc., Alcatel, Help Desk, Call Centers, It Services, It Management, It Operations, It service Management

Case studies

Arcelik Achieves 98% Customer Satisfaction and Saves ?420,000 With Unicenter ServicePlus Service Desk

Arcelik A.S¸ Arcelik is headquartered in Istanbul, Turkey and manufactures, markets, and provides after sales service of household appliances. The company needed a service desk solution that would meet its Six Sigma quality standards of today along with its demands for tomorrow. To solve this the company implemented Unicenter ServicePlus...

Tags: Service Desk, CA Unicenter, Customer Satisfaction, Arcelik, It Services

Case studies

CA Relies on Its Own Unicenter Network and Systems Management r11.1 and Unicenter Service Desk r11.2 Solutions to Ensure Service Availability Company-Wide

CA, one of the world's largest Information Technology IT management software companies, unifies and simplifies the management of enterprise-wide IT. CA's GIS Global Information Services organization uses more than 100 CA software solutions to ensure around-the-clock IT services for employees, partners and customers worldwide. Due to the size and complexity...

Tags: Service Desk, CA Unicenter, Network, Computer Associates International Inc., Systems Management, GIS, It Management, It Services, Software, It service Management

Case studies

Additional Resources

TIME dotCom Lowers Costs, Improves Efficiency by 30% With CA's Unicenter Desktop and Server Management and Service Support Solution

TIME dotCom had two key requirements for their IT infrastructure. The first was the need for greater system efficiency, and the second was for their software to consolidate all IT asset information, enabling TIME dotCom to manage their assets throughout the entire lifecycle. A considerable amount of TIME dotCom's IT...

Tags: Desktop, Server Management, CA Unicenter, Information Technology, Dot-com, Server, Computer Associates International Inc., It Management, It service Management

Case studies

CA Leverages Its Own Products to Manage Worldwide Help Desk; First-Call Resolution Up by More Than 20% and Call Volume Down by 42%

Computer Associates International, Inc. CA is a leading worldwide provider of software solutions and services for the management of IT infrastructure, business information and application development. CA's internal help desk addresses the requirements of its more than 14,000 employees globally. Due to this degree of demand, the CA help desk...

Tags: CA Unicenter, Computer Associates International Inc., Help Desk, Call Centers, It Management, It Operations, It service Management

Case studies

Wipro Incorporates Industry Standard Best Practices With CA's Service Management and Network Management Solutions

As Wipro provides offshore services to many of the world's top multinational corporations, it is absolutely essential for the company to have a robust - always "Available" - information systems architecture. Any downtime beyond a couple of minutes could potentially have a major business impact. The quest for a proven...

Tags: CA Unicenter, Computer Associates International Inc., Industry Standard, It Management, It service Management, Network, Network Management, Service Management, Wipro Technologies

Case studies

Fujitsu NZ Relies Heavily on CA's Unicenter Family of Solutions to Automate IT Delivery

With more than 250 New Zealand staff and operations in Auckland, Wellington and Christchurch, Fujitsu New Zealand Ltd. Fujitsu NZ delivers IT infrastructure and support services to some of New Zealand's largest companies, enabling it to sidestep high IT capital costs and minimize exposure to operational risk. Delivering a diverse...

Tags: CA Unicenter, Information Technology, Fujitsu Ltd., Computer Associates International Inc., Fujitsu NZ, It Management, It service Management

Case studies

CA Solutions Enable IT Staff at Mission Consolidated ISD to Accomplish More With Less

Mission CISD Consolidated Independent School District consists of roughly 41 square miles and serves 14,600 students and 2000 employees. The goal of the Mission CISD technology staff is to optimize technology investments while providing seamless infrastructure availability to the students, faculty and staff. Also managing the ever growing number of...

Tags: CA Unicenter, Information Technology, Computer Associates International Inc., It Management, It service Management

Case studies

MultiCare Uses CA's Service Desk Solution to Automate ITIL Processes

MultiCare Health System maintains centralized IT operations for its many healthcare entities, while supporting geographically dispersed end-user communities located in more than 60 geographic locations. In 2002, with the restructure of the IS help desk, MultiCare was looking for a new service management solution. At the same time, facing shrinking...

Tags: Service Desk, Service Management, Health Care, Computer Associates International Inc., ITIL, MultiCare Health System, It Services, Vertical Industries, Benefits, Healthcare, Enterprise Software, Software, Human Resources

Case studies