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CA named a leader in service desk management tools by independent research firm.

CA named a leader in service desk management tools by independent research firmCA Unicenter Service Desk Named a Leader for Large and Small Enterprises 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 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.  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, 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
1. As stated or indicated by; on the authority of: according to historians.

2. In keeping with: according to instructions.

 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  
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
  • Founded: 1983 by George F.
. "CA has tied the service desk offerings with its other IT enterprise management offerings, such as CMDB CMDB Configuration Management Data Base
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:
  • A description of the service

"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
To begin or introduce (something new) for or as if for the first time.

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

For a copy of The Forrester Wave(tm) and Market Overview reports, please visit

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Date:Apr 16, 2008
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