Service Desk

Service Desk is a fully compliant, Pink Elephant verified, and market-leading single software platform to meet the requirement for an ITIL-based Service Management System.  The solution is a proven, flexible and scalable platform that delivers the desired business benefits with minimal business risk.

CA Service Desk is an enterprise-level service desk solution that is capable of meeting the most challenging support requirements, yet is also capable of scaling down to meet small and medium service support needs.  With the increasing adoption of best practices, the service desk has become the cornerstone for automating IT processes and providing audit trails for regulatory compliance.  CA Service Desk provides organisations with this reliable foundation to improve efficiencies while fostering customer satisfaction and improved productivity.

With the CA Service Desk, clients have the following components:

• Incident Management
• Problem Management
• Change Management
• Configuration Management
• Release Management

As part of the CA Service Desk solution, Clear Lead also provides the CA Knowledge Tools and CA Dashboard capabilities.  CA Knowledge Tools is a powerful life cycle, knowledge management solution that empowers self-service users and analysts alike.  CA Dashboard provides visibility of critical service desk operational metrics.  It is designed to support service desk management who are concerned about the day-to-day activities within the service desk.  Directly accessing the CA Service Desk database, CA Dashboard features numerous out-of-the-box graphical and tabular views that provide a high-level indication of the status of the support operation.  It can also dynamically alert management to user-defined threshold violations.  These capabilities help service managers meet their commitments and provide improved service.