Problem Ticket Management

Many ITIL-based projects fail to deliver because the scope is too large. Listen to this Webcast to learn about an integrated IT Service Management for key processes such as configurations, incidents, problems, and service level management. While the ITIL framework (Information Technology Infrastructure Library) is intended to help IT support the business and improve efficiency, it has increased the pressure to get organized and show results. Many ITIL-based projects fail to...

In this webcast learn how auditing remote desktop management and bar coding functions can optimize your help desk software. Discover features that will speed up response times and improve user satisfaction levels. In this Webcast, learn about a high-productivity interface, email request processing and self-service that will speed up response times and improve user satisfaction levels. Explore how auditing, remote desktop management and bar coding functions can optimize...

ITIL Service Delivery provides the processes for identifying, planning and provisioning IT services, while Service Support addresses the day-to-day support and maintenance of these services. Many IT managers are turning to the Information Technology Infrastructure Library (ITIL) as roadmap for service delivery and support. Chief among ITIL's objectives are:

• Aligning IT services with the current and future needs of the business
• Improving the overall quality of

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CA IT Management solutions can help to retain and grow existing customers by providing exceptional customer support in all aspects of your business. CA IT Management solutions can help to retain and grow existing customers by providing exceptional customer support in all aspects of your business. With CA Network & Voice Management, CA Application Performance Management, and CA Incident & Problem Management, you can confidently roll out new services and content, enjoy high...

This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors like HP, CA, IBM, and BMC. This Forrester research brief reviews the strengths and weaknesses of top service desk management tool vendors.

Based on the research, service desk management tools appropriate for large organizations are characterized by their ability to:

• Handle large call volume
• Model large and complex workflows
• Integrate with common systems and asset

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