Business: CIBER, Inc. is a global IT services company that builds, integrates and supports applications and infrastructures for business and government clients. CIBER has 85 offices in 18 countries and its clients include many mid-market companies as well as those in the Fortune 1000.
Challenge: CIBER needed a solution that would deliver IT services faster, more cost effectively, and with a greater degree of quality. The BMC Remedy product they were using was expensive to maintain and required significant customization and third-party plug ins. CIBER sought a highly available, fault-tolerant solution that would be easy to maintain, was integrated and automated with its other IT solutions and followed the ITIL framework.
Solution: CIBER chose CA Service Desk to overcome its challenges. CA Service Desk provides incident, problem, change, knowledge, request and configuration management all within one solution. The company integrated Service Desk with asset management, software delivery and network operations management for an end-to-end solution that would improve service delivery and curtail costs.
Result: CIBER reaped many benefits from its deployment of CA Service Desk. The solution freed CIBER staff from mundane work, allowing them to focus on higher value tasks. As a result, CIBER now has a lower cost of IT service delivery, increased productivity of resources delivering the services, and – ultimately – increased customer satisfaction.
