The combination of xMatters, formerly AlarmPoint Systems, and CA Service Desk Manager allows organizations 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 lifecycle. This eliminates the “send and hope” method of finding the right resource.
The CA Service Desk Manager and xMatters allows technicians to receive critical information and take immediate action, even if he or she is mobile and working from a handheld device such as smart phone or tablet. This enables appropriate IT staff to connect with people, processes and systems faster, thus reducing decision‐making cycles and improving service quality and performance.
“Organizations today are undertaking initiatives and projects that demand that IT operate at the speed of business. That requires the most efficient service desk function possible,” said Brian Bell, general manager, CA Technologies Service and Portfolio Management. “By adding ‘intelligence’ with xMatters’ relevance engine and the unique support for a mobile workforce, CA Service Desk Manager can help organizations more efficiently and quickly support business initiatives and projects, 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 Technologies directly.
“The intelligence and automation xMatters relevance engines provide to an IT organization are critical to ensuring a reliable and efficient operation when it comes to IT service,” said Abbas Haider Ali, vice president technology evangelist, xMatters. “We help business speed mean-time-to-resolution and reduce downtime to increase business agility and enhance performance.”
CA Technologies and xMatters will demonstrate the joint solution in Booth 418 at Fusion 11, the United Service Management show (September 25-28) at the Gaylord National Hotel and Convention Center in National Harbor, Md.
For more information, please visit http://www.xmatters.com/products/it-services/it-support/ or http://www.ca.com/us/risk-management-software.aspx.
xMatters builds relevance engines that connect people with what they need to know at exactly the right moment - so they can take immediate action. Our relevance engines work with existing enterprise applications, technologies, and processes to help businesses run faster and smarter. More than 900 global firms use xMatters to make their products and services more valuable, both internally and to their customers and shareholders. Founded in 2000 as AlarmPoint Systems, xMatters is headquartered in San Ramon, CA with European operations based in Woking, U.K.. More information is available at www.xMatters.com or 1-877-xMATTRS or +44 (0) 1483 722 001 UK.