Service Desk CA Service Management is designed to help 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.
Key to delivering this great service is the solution’s new and intuitive xFlow user experience for analysts, which provides more comprehensive and intelligence-based views that analysts, teams and the service desk as a whole need to get their work done. Recently introduced features such as Cardview, Heat and Weather provide analysts with a contextual understanding of their workload based on multiple dimensions, so they can better prioritize their work. Intelligent features such as Service Genius provides analysts with real-time, knowledge-based articles, while the Suggested Experts feature recommends expert’s best suited to help resolve the issue. As a result, the new xFlow user experience enables analysts to work more naturally in their environment and provide first-class customer service. CA Service Management is Pink VERIFY certified on 15 ITIL® 2011 processes and provides comprehensive support for incident, request, problem and knowledge management, all of which are underpinned by robust change and configuration management processes. Its service desk capabilities help IT organizations take control of their change-management workflow and standardize their IT business processes in accordance with industry-proven best practices. CA Service Management also helps IT organizations, including service providers, reduce cost and complexity by consolidating multiple or disparate help desks. It delivers extensive support automation tools to more quickly and effectively identify, diagnose and resolve issues, resulting in a higher quality of customer service. Unified Self-Service Unified self-service refers to a common self-service user experience across traditional ITSM silos (service desk, asset management and service catalog) and across stakeholders (business consumers and power users). It provides a modern interface, with features that enable users to ask questions, search for knowledge, collaborate, chat with Support analysts, open service desk tickets and view and order assets and services from a single screen. Users can accomplish these tasks from both mobile devices and desktops. Unified self-service also makes quick-value content available to users through predefined services that automate and deliver the most common tasks. This includes automating password resets for business consumers and various administrative tasks for the power users who oversee the product. Self-service capabilities like these help drive user satisfaction and productivity. They also free up time for analysts by eliminating many issues from ever making it to the service desk, subsequently reducing the number of open tickets they must handle.
