CA – CA® Service Desk r11.2
Technology Audits
Balachandar Ganesh, Maxine Holt, Somak Roy - Published 17/04/2008
CA Service Desk is one of the market-leading helpdesk solutions, using the best practice methodologies and processes defined in the ITIL® framework. The primary focus areas of Service Desk, as with any other helpdesk solution, are in Incident and Problem Management, and Change and Configuration Management. The solution has good automation and self-service capabilities, which are aimed at problem and incident resolution at level zero. An optional integratable module, Service Desk Knowledge Tools, facilita…
