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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