When a user contacts the service desk it is almost always for one of three reasons – they want help to resolve or fix something or they want something new entirely. As a result, service management organizations have become very good over the last 20 years at implementing processes to queue or triage problems to get the users what they want in the most appropriate manner.
But with the rate and pace of change rising along with user expectations for speed, service managers must be more proactive. They cannot wait for a user to inform them that a service is down or wait for a technician to physically visit the user. Enter an era where the service manager simply has to deliver faster, assuring productivity for both the analyst and the organization.
This is precisely where CA’s easy-to-use Service Management solutions are aiming, empowering the analyst to deliver productivity. This is productivity not just in the roles of the service manager, more importantly we’re talking about driving productivity for the end user.
This is similar to when you order an item from an online catalog. There are multiple steps involved from fulfillment of the inventory to packaging to delivery of the item to you. All of this is measured to assure timely delivery. Within this process there is extensive automation and even robotics involved. The power of CA Cloud Service Management (CA CSM) empowers the service manager to deliver the same time of power to IT services ordered in the organization. As a result the productivity of the service manager is enhanced.
Another scenario supported is the ability to automate the request for a development test environment. CA CSM has native integration with VMware and EC2 so you can automatically request and deliver a provisioned environment to ensure that testing can continue without delaying progress or impacting productivity.
And what about when you call the service desk to report the failure of an asset that may or may not be in warranty? Integration between CA CSM and the warranty information allows the agent to be immediately aware if you are covered by a warranty or not. Furthermore, if your device is out of warranty then the process can automatically initiate the procurement process while ordering a “loaner” device to keep the user productive.
Watch this video overview of the latest release of CA Cloud Service Management, to see how CA is taking the productivity of the analyst and the consumer of technology enabled business to a new level. You will see the powerful new “Drag-and-Drop” workflow engine and our various integrations, which will allow service organizations to rapidly deliver automation not just within CA CSM, but also across the enterprise in way that makes you and your users more productive.
Given the capabilities of CA CSM, what will you automate to drive productivity? Share your thoughts with the community, and I’m sure it will spawn more ideas!
Robert E Stroud