Geography: Latin America
The CA Technologies solutions allow us to provide 14 ITIL® 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.