Ca Service Desk Demo Scenarios

CA Unicenter Service Desk Product Demo

Agenda ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

SCENARIO 1: THE SIMPLIFIED CLIENT INTERFACE SERVICE DESK SCREEN ,[object Object]

Scenario 1- Summary Emirates Computers – Confidential © Copyrights Emirates Computers 2005 ,[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario 1 - Steps ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario – 1 Snapshot Service Desk End-User View for self-service

How to Log Incidents // we can show only the web based interface Emirates Computers – Confidential © Copyrights Emirates Computers 2005 ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Problem … Emirates Computers – Confidential © Copyrights Emirates Computers 2005 ,[object Object],[object Object],[object Object],[object Object]

The Problem … Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support ,[object Object],[object Object],Development Tech Support ,[object Object],[object Object],[object Object],[object Object],Networks & Servers Databases Applications ,[object Object],[object Object],[object Object]

The Problem … Business Employees IT Operations Level 0 Support (Self Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support ,[object Object],[object Object],Development Tech Support ,[object Object],[object Object],[object Object],[object Object],Networks & Servers Databases Applications Incidents reported by phone only ,[object Object],[object Object],[object Object],[object Object],[object Object]

The Problem … Business Employees IT Operations Level 0 Support (Self-Service) Level 1 Support Level 2 Support Level 3 Support Help Desk Corporate Help Desk Development Dept. Help Desk HR Dept. Help Desk Analysts Help Desk Analysts Help Desk Analysts Service Desk Tech Support ,[object Object],[object Object],Development Tech Support ,[object Object],[object Object],[object Object],[object Object],Networks & Servers Databases Applications ,[object Object],[object Object],[object Object],[object Object],Most IT failures never reported to the help desk ,[object Object],[object Object],[object Object]

The Solution – CA Unicenter Service Desk Business Employees IT Operations Service Desk Level 1 Support Level 2 Support Level 3 Support Tech Support Engineering CA CMDB Level 0 Support (Self-Service) Networks & Servers Databases Operations Manager Analysts Manager Supervisor Technicians Manager Developers Change Advisory Board Change Manager Service Desk

Benefits ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Service Desk End-User View for self-service

QUICK INCIDENT RESOLUTION VIA THE ANALYST INTERFACE SERVICE DESK SCREEN ,[object Object]

Scenario 2 - Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario 2 - Steps ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario 2 – Snapshot: Analyst Screen

Our understanding of a Support Environment Service Desk Calls Knowledge Database ,[object Object],[object Object],[object Object],[object Object],Desktop Management Support Automation Change Management Incident Management Problem Management Root Cause ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Management Metrics

EFFECTIVE MANAGEMENT OF THE SERVICE DESK ,[object Object]

Scenario 3 - Summary ,[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario 3 - Steps ,[object Object],[object Object],[object Object],[object Object],[object Object]

Scenario 3 – Snapshot: Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of incidents/requests/problems

Targeted Reporting Solutions ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Targeted Reporting Solutions Real-Time Offline Summary Detailed SLA Manager Service Desk Report Scoreboard Dashboard MS Access / Crystal Dashboard

Ca Service Desk Demo Scenarios

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