CA Southern Africa, leader in IT management software, and xMatters, the relevance engine company, are now offering xMatters (IT support) engine for CA Service Desk Manager. The combined technologies revolutionise traditional service desk operations and provide efficiencies that save time, improve service delivery and improve productivity.
The combination of xMatters, formerly AlarmPoint Systems, and CA Service Desk Manager, allows organisations to manage IT support issues from anywhere. By proactively engaging the “right” expert with the right information, they can manage the incident and restore service faster.
The xMatters (IT support) engine achieves that by automatically matching incident information in CA Service Desk Manager with the appropriate staff at various steps along the path in the IT service life cycle. This eliminates inefficient approaches to finding the right person or resource.
“CA Service Desk Manager and xMatters, used together, allow technicians to receive critical information and take immediate action, even if they are mobile and working from a handheld device such as smartphone or tablet,” says Andrea Lodolo, CTO at CA Southern Africa. “This enables appropriate IT staff to connect with people, processes and systems faster, thus reducing the time needed to make decisions and improving service quality and performance.
“Organisations today are undertaking initiatives and projects that demand that IT operates at the speed of business. That requires the most efficient service desk function possible. By adding 'intelligence' with xMatters' relevance engine and the unique support for a mobile workforce, CA Service Desk Manager can help businesses support initiatives and projects more quickly and efficiently, whether it's integrating a merger, shifting to cloud computing, or a simple upgrade in technology.”
CA Technologies and xMatters have a reseller agreement that allows customers to procure the xMatters (IT support) engine from CA Southern Africa directly.
“The intelligence and automation xMatters relevance engines provide to an IT organisation are critical to ensuring a reliable and efficient operation when it comes to IT service,” says Lodolo. “This helps businesses improve the time needed to resolve issues and reduce downtime to increase business agility and enhance performance.”
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