TigoUne Improves SLAs by 85 Percent with CA Service Desk Manager - CA Technologies
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Geography: Latin America

Industry: Telecommunication

The CA Technologies solutions allow us to provide 14 ITILĀ® v3 disciplines in an easy and effective way. We have established service level agreements and a catalog of services that ensure a consistent user experience. Martha Isabel Ramirez, IDC and Office Department Engineer, TigoUne


TigoUne provides ICT services and solutions to more than nine million customers in Colombia.


To accelerate and optimize service points in ICT, TigoUne established a Shared Services Center, which required a service management solution to centralize its approach and enable automation.


CA Service Desk Manager provides TigoUne with an ITIL-aligned service management platform to monitor incidents and service requests. TigoUne has also streamlined critical functions using CA Process Automation.


TigoUne can now provide more efficient and cost-effective services to its user base of more than 7,000 employees. Service level agreements (SLA) have increased by 85 percent while ticket volumes have been reduced.



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