Computer Associates' Unicenter TNG Advanced Help Desk Option 4.0 Provides Total Service Desk Operations Through Web Interface.ISLANDIA, N.Y.,--(BUSINESS WIRE)--March 29, 1999-- Integrated Knowledge And Change Management Facilities Supplement Trouble-Ticket Workflow To Help Ensure Maximum Service Levels While Lowering Costs Computer Associates International, Inc. (CA) today announced Unicenter TNG TNG Training TNG The Next Generation TNG Tongue TNG The Newspaper Guild (Union) TNG Transitional National Government TNG Telescopio Nazionale Galileo (national facility of the Italian astronomical community) Advanced Help Desk (AHD AHD Ahead AHD American Heritage Dictionary AHD Australian Height Datum AHD Arrowhead AHD Airhead AHD Academic Honors Diploma AHD Alveolar Hydatid Disease AHD Advanced Help Desk AHD Atherosclerotic Heart Disease ) option 4.0, a fully Web-enabled enterprise support solution that enables corporate customers to help reduce support costs, improve service levels, and boost productivity of both technical staffs and end-users. AHD 4.0 delivers these critical benefits through sophisticated knowledge management and change process facilities that have been added to its robust trouble-ticket workflow capabilities - all of which can be easily accessed via intuitive desktop GUIs and/or Web browsers The following is a list of web browsers. Historical Historically important browsers In order of release:
"Since its entry into the NT market space, AHD has been a tremendous asset in providing quality customer services to our end-users," said Ken Santoro, director of information systems for Dailey International Inc., a worldwide leader in providing premium drilling tools and technology to the world's oil and gas industry. "With the upgrade to 4.0, we are now able to process calls more quickly and efficiently, thus, providing even a higher level of service to our customers." AHD 4.0's powerful and intuitive knowledge management tools provide natural language access to "self-learned" knowledge bases, as well as third-party knowledge and document retrieval The ability to search for documents by keywords and other attributes such as date and author. It implies that the documents have been indexed on all pertinent fields and that keywords have been chosen based upon title and textual content. See document imaging and document management system. tools via the LAN (Local Area Network) A communications network that serves users within a confined geographical area. The "clients" are the user's workstations typically running Windows, although Mac and Linux clients are also used. , WAN, intranet or Internet. This enables IT staff at all levels to take full advantage of all available in-house and on-line technical information in real time, significantly accelerating problem resolution. As a result, end-users can get back to work faster and support staff can get more done in less time. AHD's new change management features enable IT staff to respond more quickly and accurately to end-user service requests, and track those requests historically to ensure compliance with agreed-upon service levels. By helping ensure that all infrastructure changes --from software installations to phone service moves-- are properly justified, planned, approved, controlled, and completed, AHD prevents business operations Business operations are those activities involved in the running of a business for the purpose of producing value for the stakeholders. Compare business processes. The outcome of business operations is the harvesting of value from assets from being disrupted unnecessarily. Through integration with Unicenter TNG's asset management facilities, AHD's change management tools also keep data on resources and configuration fully updated via a common object repository --helping ensure that technical staff have continuous access to accurate information about all infrastructure components. "AHD 4.0 is an exceptionally powerful enterprise service and support platform," said Yogesh Gupta, CA senior vice president of product strategy. "It provides a complete IT service operations center The facility or location on an installation, base, or facility used by the commander to command, control, and coordinate all crisis activities. See also base defense operations center; command center. for Unicenter TNG users to manage all aspects of IT operations --including the administration of change orders, user support tasks, and service level agreements." Fully Web-enabled, AHD 4.0 provides customizable support tools for both end-users and IT staff. A Client Web interface enables end-users and/or external customers to initiate support and service requests, solve their own problems, and monitor call status from any standard browser. An Analyst Web interface empowers support staff with access to all core AHD functions --including creation and editing of trouble-tickets, change orders and asset data. A new data partition A reserved part of disk or memory that is set aside for some purpose. On a PC, new hard disks must be partitioned before they can be formatted for the operating system, and the Fdisk utility is used for this task. feature helps ensure that users get access to only the specific data they need to do their jobs. This function is extremely useful to outsourcing providers who must keep multiple customers' activities separate and secure. Additional AHD enhancements help ensure that service level agreements are effectively tracked, met and documented. Based on the nature of the specific service request, support staff can track requests and change orders by end-user, problem type, affected asset, priority, organization or group, as well as time and condition-related criteria. With AHD 4.0, help desk analysts can see "at a glance" the number of incidents and change orders currently active or completed. They can also quickly scan historical problem data by asset, type or other parameters --allowing them to rapidly pinpoint chronic issues and take appropriate remedial action A remedial action is a change made to a nonconforming product or service to address the deficiency. Rework and repair are generally the remedial actions taken on products, while services usually require additional services to be performed to ensure satisfaction. . AHD 4.0 also provides seamless integration An addition of a new application, routine or device that works smoothly with the existing system. It implies that the new feature or program can be installed and used without problems. Contrast with "transparent," which implies that there is no discernible change after installation. with Unicenter TNG's asset management and remote control options. Computer Associates International, Inc. (NYSE NYSE See: New York Stock Exchange : CA), the world leader in mission-critical business computing computing - computer , provides software, support and integration services in more than 100 countries around the world. CA has more than 13,000 employees and had revenue of $5.1 billion in calendar year 1998. For more information about CA, please call 516-342-5224 or email info@cai.com. CA's World Wide Web address is www.cai.com. All referenced product names are trademarks of their respective companies. |
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