EBI streamlines end user support with CA help desk

Emirates Bank International migrates to CA Service Desk to improve support and increase productivity.

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By  Greg Wilson Published  October 6, 2002

Emirates Bank International (EBI) has streamlined IT support with the deployment of CA help desk solution. The Unicenter Service Desk handles identification, tracking, and resolution of end user’s IT issues.

The service desk accelerates the problem resolution process, managing a growing number of users with no significant addition to IT support staff.

“EBI is committed to providing its IT support team with the best tools to assist them in effectively managing support calls, quickly resolving problems, sharing and leveraging corporate knowledge, and managing the group's critical IT assets,” says Naushad Kermalli, EBI manager, group systems development.

The CA Service Desk solution replaces an existing help desk solution, which was provided to EBI by another IT vendor. EBI was able to make a painless and affordable conversion to equivalent CA product that was more flexible and rich in functionality.

“We are impressed with CA ME's commitment… that has assisted us in converting our help desk. They were focused and committed to the deliverables, which included implementation support and training. This is what we expect from our partners – understanding of our issues and the ability to provide viable alternatives to ensure both return on our investment and business continuity,” adds Nadeem Busheri, IT operations manager, EBI.

Unicenter Service Desk is based on a recording and workflow engine that maintains accountability for both system and business problems and resolutions, while monitoring service level agreements (SLAs), and managing IT assets.

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