CA Updates Help-Desk Package - InformationWeek

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CA Updates Help-Desk Package

Computer Associates unveiled an upgrade to its Paradigm helpdesk package yesterday that includes a number of new featuresdesigned to cut support costs, communicate better with endusers, and deploy effective operational service levelagreements (SLAs).

Paradigm Enterprise Edition 4.0 includes a new integratedchange order-management tool that monitors all tasksconnected to service requests such as new software, hardware,or phone services. The tool sends an alert to the help-deskoperator automatically if an installation delay occurs. CAsays this will not only make it easier for help-deskoperators to communicate effectively with users, but it willalso give them a way to find workarounds to potentialbottlenecks caused by a delay. The new software includesrevamped operational SLA management for tracking existingproblems and service requests.

Paradigm Enterprise Edition 4.0 also shows asset data, whichis cross-referenced to end users. Help-desk operators can usethis information to quickly find out the state of bothdedicated and shared assets. Operators can launch a remote-control tool to speed up support tasks associated with aspecific asset. Pricing starts at $6,400.

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