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October 7, 2010

CA unveils new version of Service Desk Manager

Leverage social networking for issue resolution

By CBR Staff Writer

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.

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