CA Technologies has unveiled Service Desk Manager On Demand, an ITIL pre-configured version of its Service Desk Manager, featuring workflow-driven automation for incident, problem, change, request and knowledge management.
The new offering features Open Space, a new social networking collaboration platform for business users which enables community-based self help, along with multiple internal and external search sources leveraging Google, in-house knowledge and stored community knowledge to reduce total time-to-resolution.
In addition, the new desk manager delivers intelligent change management across the enterprise with CA’s CMDB, and offers role- and task-sensitive automated training.
CA Technologies general manager of Service and Portfolio Management Brian Bell said, the new Service Desk Manager On Demand with Open Space marks another in a series of announcements that support the company’s strategy to deliver enterprise-class IT Management applications from the cloud.
