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CA Leverages Its Own Products to Manage Worldwide Help Desk; First-Call Resolution Up by More Than 20% and Call Volume Down by 42%

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Tags: kt, infrastructure, software, management

Overview Computer Associates International, Inc. (CA) is a leading worldwide provider of software solutions and services for the management of IT infrastructure, business information and application development. CA's internal help desk addresses the requirements of its more than 14,000 employees globally. Due to this degree of demand, the CA help desk faced a mounting challenge. This was solved by deploying two of CA's own solutions - Unicenter ServicePlus Service Desk (Unicenter ServicePlus SD) and Unicenter ServicePlus Knowledge Tools (Unicenter ServicePlus KT).

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Publisher: CA
File Format: PDF
Date Published: Sep 4, 2008
Format: Case Studies

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