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CA Technologies and xMatters Join Forces for Service Desk Management

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.

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CA Technologies and xMatters Join Forces for Service Desk Management

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.

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According to Auvik's 2025 IT Trends Report, 60% of IT professionals feel at least moderately burned out on the job, with 43% stating that their workload is contributing to work stress. At the same time, many IT professionals are naming AI and machine learning as key areas they'd most like to upskill ...

Businesses that face downtime or outages risk financial and reputational damage, as well as reducing partner, shareholder, and customer trust. One of the major challenges that enterprises face is implementing a robust business continuity plan. What's the solution? The answer may lie in disaster recovery tactics such as truly immutable storage and regular disaster recovery testing ...

IT spending is expected to jump nearly 10% in 2025, and organizations are now facing pressure to manage costs without slowing down critical functions like observability. To meet the challenge, leaders are turning to smarter, more cost effective business strategies. Enter stage right: OpenTelemetry, the missing piece of the puzzle that is no longer just an option but rather a strategic advantage ...

Amidst the threat of cyberhacks and data breaches, companies install several security measures to keep their business safely afloat. These measures aim to protect businesses, employees, and crucial data. Yet, employees perceive them as burdensome. Frustrated with complex logins, slow access, and constant security checks, workers decide to completely bypass all security set-ups ...

Image
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In MEAN TIME TO INSIGHT Episode 13, Shamus McGillicuddy, VP of Research, Network Infrastructure and Operations, at EMA discusses hybrid multi-cloud networking strategy ... 

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In 2025, enterprise workflows are undergoing a seismic shift. Propelled by breakthroughs in generative AI (GenAI), large language models (LLMs), and natural language processing (NLP), a new paradigm is emerging — agentic AI. This technology is not just automating tasks; it's reimagining how organizations make decisions, engage customers, and operate at scale ...

In the early days of the cloud revolution, business leaders perceived cloud services as a means of sidelining IT organizations. IT was too slow, too expensive, or incapable of supporting new technologies. With a team of developers, line of business managers could deploy new applications and services in the cloud. IT has been fighting to retake control ever since. Today, IT is back in the driver's seat, according to new research by Enterprise Management Associates (EMA) ...

In today's fast-paced and increasingly complex network environments, Network Operations Centers (NOCs) are the backbone of ensuring continuous uptime, smooth service delivery, and rapid issue resolution. However, the challenges faced by NOC teams are only growing. In a recent study, 78% state network complexity has grown significantly over the last few years while 84% regularly learn about network issues from users. It is imperative we adopt a new approach to managing today's network experiences ...

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