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CA Named A Leader In Service Desk Management Tools By Independent Research Firm


CA Unicenter Service Desk Named a Leader for Large and Small Enterprises

ISLANDIA, N.Y., April 2008 – CA today announced it has been named a “Leader” for service desk management tools in The Forrester Wave™: Service Desk Management Tools, Q2 2008 (April 2008) research report.* This rating comes on the heels of Forrester’s March 2008 report, Market Overview: The IT Management Software Market In 2008, where CA was listed as the vendor with the largest market share among the top 10 IT management software vendors.**

For the service desk management tools report, Forrester analysts evaluated 16 products based on 96 criteria grouped by strategy, current offering and market presence. CA Unicenter Service Desk earned top scores in several areas including product vision in the large enterprises evaluation, and knowledge management tools, service request management, and the ITIL processes of incident management and problem management in both the large and small enterprises evaluations.

According to Forrester, the service desk is now a bigger cog in the service management wheel. “Among larger and more complex organizations, there is widespread acceptance for a structure that follows the ITIL model for service management,” Forrester stated in the report. “Vendors have followed with tools that assist in the implementation of ITIL processes. Tying the former help desk into this integrated service management model creates an environment where process automation and optimization are now possible; cause and effect are easier to track; and business processes can be modeled and prioritized - driving service desk behavior.”

This reflects the service desk’s role as a critical element to any business service management initiatives.

“CA’s Unicenter Service Desk suite is a natural fit for organizations with a commitment to CA’s enterprise management tools and a leading contender for a standalone large enterprise service management solution,” wrote Chip Gliedman, vice president, principal analyst, Forrester Research. “CA has tied the service desk offerings with its other IT enterprise management offerings, such as CMDB, asset, identity and portfolio management to create an offering that is both broad and deep. CA has also extended the product to include robust service request management and service catalog capabilities.”

“CA’s vision to simplify the management of IT, the breadth of our portfolio, and the way we are integrating our offerings to create measurable value for customers has helped us achieve largest market share for IT management software vendors as recognized by Forrester. CA Service Desk is a key element of the product strategy that has helped us earn that position,” said Brian Bell, senior vice president and general manager, CA service management business unit. “We continue to innovate and deliver service desk solutions with robust functionality and scalability for the largest global enterprise while still meeting the needs of the many mid-size enterprises around the world.”


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