Geography: North America
Industry: IT Services
By analyzing incident trends in CA Service Desk Manager, we have been successful in increasing first line resolution for some customers by up to 75 percent for specific incident categories over the life span of their project. Randy DesRosiers
, Senior Service Delivery Manager , Stefanini
Stefanini is a leading global provider of IT outsourcing, consulting, systems integration and application and strategic staffing services to Fortune 1000 enterprises around the world.
The company aims to help its customers reduce costs and maximize efficiency through the delivery of best-practice service desk support. This requires an ITIL® compliant toolset that supports continuous improvement.
Stefanini has used CA Service Desk Manager as its preferred toolset for IT service desk outsourcing clients since 2007. The solution helps the company improve mean time to repair (MTTR) by up to 60 percent for some customers.
Service improvements have resulted in cost avoidance savings of up to $1 million for Stefanini clients. The CA Technologies solution has also helped Stefanini increase customer satisfaction and its competitive advantage.