The product of CA Service Desk is part of the group of products belonging to the Unicenter suite. The Service Desk is the main product in the category Incident and Problem Management that lets you build an excellent focus to a company’s internal problems in area or consolidate multiple IT Help Desk systems around a single product.
The Unicenter Service Desk is an enterprise-class solution completely scalable which unites all these different technologies into a single tool and allows a very simplified view and manage problems before they compromise the performance of the company, saving time, staff and money. The Unicenter Service Desk, together with its complementary products – Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard – are key elements in managing and solving problems for companies of any size.
The Unicenter Service Desk Knowledge Tools is a product that contains a knowledge database of all reported incidents and problems have been resolved and categorized by IT staff. All of these solutions to problems are available for the end user to report an incident before, the same search for the solution to the knowledge database and if not found, then enter an incident.
The Unicenter Service Desk Dashboard is a tool that provides real-time full picture in a graphic way the work done by IT staff based on the Service Desk. It is designed for managers of teams of Service Desk need to have a report of what has been done every day, and management metrics, graphs and statistics in real time or historical data
