CA Named a Leader in Service Desk Management Tools by Independent Research Firm.CA Unicenter Service Desk CA Unicenter Service Desk (also known as CA Service Desk, Unicenter ServicePlus Service Desk, Advanced Help Desk, ServiceIT, USPSD, USD and AHD) is an enterprise service desk software solution provided by CA, Inc. Named a Leader for Large and Small Enterprises ISLANDIA, N.Y. -- CA today announced it has been named a "Leader" for service desk management tools in The Forrester Wave[TM]: Service Desk Management Tools, Q2 2008 (April 2008) research report.* This rating comes on the heels of Forrester's March 2008 report, Market Overview: The IT Management Software Market In 2008, where CA was listed as the vendor with the largest market share among the top 10 IT management software vendors.** For the service desk management tools report, Forrester analysts evaluated 16 products based on 96 criteria grouped by strategy, current offering and market presence. CA Unicenter Service Desk earned top scores in several areas including product vision in the large enterprises evaluation, and knowledge management tools, service request management, and the ITIL (Information Technology Infrastructure Library, www.itil.co.uk) One of the more comprehensive as well as non-proprietary and publicly available sets of guidelines for "best practice" IT services management, owned by the British Office of Government Commerce (OGC). processes of incident management and problem management in both the large and small enterprises evaluations. According to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. Forrester, the service desk is now a bigger cog in the service management wheel. "Among larger and more complex organizations, there is widespread acceptance for a structure that follows the ITIL model for service management," Forrester stated in the report. "Vendors have followed with tools that assist in the implementation of ITIL processes. Tying the former help desk into this integrated service management model creates an environment where process automation and optimization are now possible; cause and effect are easier to track; and business processes can be modeled and prioritized - driving service desk behavior." This reflects the service desk's role as a critical element to any business service management initiatives. "CA's Unicenter Service Desk suite is a natural fit for organizations with a commitment to CA's enterprise management tools and a leading contender for a standalone stand·a·lone adj. Self-contained and usually independently operating: a standalone computer terminal. large enterprise service management solution," wrote Chip Gliedman, vice president, principal analyst, Forrester Research Forrester Research is an independent technology and market research company that provides its clients with advice about technology's impact on business and consumers. Corporate facts
CMDB Composite Modified Double Base (Propellant) CMDB Control and Monitor Display Builder CMDB Call Management Database , asset, identity and portfolio management to create an offering that is both broad and deep. CA has also extended the product to include robust service request management and service catalog A service catalog, as defined in ITIL Service Delivery, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes:
"CA's vision to simplify the management of IT, the breadth of our portfolio, and the way we are integrating our offerings to create measurable value for customers has helped us achieve largest market share for IT management software vendors as recognized by Forrester. CA Service Desk is a key element of the product strategy that has helped us earn that position," said Brian Bell Brian Bell, (born December 9, 1968, in Iowa City, Iowa) is an official member of the band, Weezer, playing rhythm guitar. He has his own band, the Space Twins, as well as a new project called The Relationship. , senior vice president and general manager, CA service management business unit. "We continue to innovate in·no·vate v. in·no·vat·ed, in·no·vat·ing, in·no·vates v.tr. To begin or introduce (something new) for or as if for the first time. v.intr. To begin or introduce something new. and deliver service desk solutions with robust functionality and scalability for the largest global enterprise while still meeting the needs of the many mid-size enterprises around the world." For more information on CA Service Desk, please visit http://www.ca.com/servicedesk. For a copy of The Forrester Wave[TM] and Market Overview reports, please visit http://www.ca.com/us/analysts. * Forrester, Inc., "The Forrester Wave[TM]: Service Desk Management Tools, Q2 2008" by Chip Gliedman, April 2008. ** Forester, Inc., "Market Overview: The IT Management Software Market In 2008" by Jean-Pierre Garbani and Thomas Mendel, Ph.D., March 2008. About CA CA (NYSE NYSE See: New York Stock Exchange : CA), one of the world's largest independent software companies, provides software solutions to unify 1. (database, product) Unify - A relational database produced by Unify Corporation. 2. (algorithm) unify - To perform unification. and simplify[TM] IT management. With CA's Enterprise IT Management (EITM EITM Empirical Implications of Theoretical Models EITM Enterprise Information Technology Management EITM Elliot in the Morning (radio show) EITM Environmental Information Technology Management EITM Enterprise It Management ) vision and expertise, organizations can more effectively govern, manage and secure IT to optimize business performance and sustain competitive advantage. Founded in 1976, CA serves customers in virtually every country in the world. For more information, please visit www.ca.com. Copyright (c) 2008 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. ITIL[R] is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. |
|
||||||||||||||
Printer friendly
Cite/link
Email
Feedback
Reader Opinion