CA Technologies and xMatters, the relevance engine company, announced xMatters (IT support) engine for CA Service Desk Manager. The combined technologies revolutionize traditional service desk operations and provide efficiencies that save time, improve service delivery and improve productivity.
The combination of xMatters, formerly AlarmPoint Systems, and CA Service Desk Manager allows organizations to manage IT support issues from anywhere. By proactively engaging the “right” expert with the right information, they can manage the incident and restore service faster. The xMatters (IT support) engine achieves that by automatically matching incident information in CA Service Desk Manager with the appropriate staff at various steps along the path in the IT service lifecycle. This eliminates the “send and hope” method of finding the right resource.
The CA Service Desk Manager and xMatters allows technicians to receive critical information and take immediate action, even if he or she is mobile and working from a handheld device such as smart phone or tablet. This enables appropriate IT staff to connect with people, processes and systems faster, thus reducing decision‐making cycles and improving service quality and performance.
“Organizations today are undertaking initiatives and projects that demand that IT operate at the speed of business. That requires the most efficient service desk function possible,” said Brian Bell, GM, CA Technologies Service and Portfolio Management. “By adding ‘intelligence’ with xMatters’ relevance engine and the unique support for a mobile workforce, CA Service Desk Manager can help organizations more efficiently and quickly support business initiatives and projects, whether it’s integrating a merger, shifting to cloud computing, or a simple upgrade in technology.”
CA Technologies and xMatters have a reseller agreement that allows customers to procure the xMatters (IT support) engine from CA Technologies directly.
The Latest
Part 4 covers OpenTelemetry: Next year, we're going to see more embrace of OpenTelemetry across the entire industry — opening up the future of instrumentation ...
Part 3 covers even more on Observability: Observability will move up the organization to support the sustainability and FinOps drive. The combined pressure of needing to adopt more sustainable practices and tackle rising cloud costs will catapult observability from an IT priority to a business requirement in 2024 ...
Part 2 covers more on Observability: In 2024, observability platforms will embrace and innovate with new technologies like GenAI for real-time analytics, becoming the fulcrum for digital experience management ...
The Holiday Season means it is time for APMdigest's annual list of Application Performance Management (APM) predictions, covering IT performance topics. Industry experts — from analysts and consultants to the top vendors — offer thoughtful, insightful, and often controversial predictions on how APM, Observability, AIOps and related technologies will evolve and impact business in 2024. Part 1 covers APM and Observability ...
To help you stay on top of the ever-evolving tech scene, Automox IT experts shake the proverbial magic eight ball and share their predictions about tech trends in the coming year. From M&A frenzies to sustainable tech and automation, these forecasts paint an exciting picture of the future ...
Incident management processes are not keeping pace with the demands of modern operations teams, failing to meet the needs of SREs as well as platform and ops teams. Results from the State of DevOps Automation and AI Survey, commissioned by Transposit, point to an incident management paradox. Despite nearly 60% of ITOps and DevOps professionals reporting they have a defined incident management process that's fully documented in one place and over 70% saying they have a level of automation that meets their needs, teams are unable to quickly resolve incidents ...
Today, in the world of enterprise technology, the challenges posed by legacy Virtual Desktop Infrastructure (VDI) systems have long been a source of concern for IT departments. In many instances, this promising solution has become an organizational burden, hindering progress, depleting resources, and taking a psychological and operational toll on employees ...
Within retail organizations across the world, IT teams will be bracing themselves for a hectic holiday season ... While this is an exciting opportunity for retailers to boost sales, it also intensifies severe risk. Any application performance slipup will cause consumers to turn their back on brands, possibly forever. Online shoppers will be completely unforgiving to any retailer who doesn't deliver a seamless digital experience ...
Black Friday is a time when consumers can cash in on some of the biggest deals retailers offer all year long ... Nearly two-thirds of consumers utilize a retailer's web and mobile app for holiday shopping, raising the stakes for competitors to provide the best online experience to retain customer loyalty. Perforce's 2023 Black Friday survey sheds light on consumers' expectations this time of year and how developers can properly prepare their applications for increased online traffic ...
