EBI improves internal IT services with help from CA

Emirate Bank International (EBI) has implemented an internal service centre solution from Computer Associates Middle East (CA-ME) to speed up its resolution of IT problems.

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By  Guy Mathew Published  October 6, 2002

Emirates Bank International (EBI) has implemented an internal service centre solution from Computer Associates Middle East (CA-ME) to speed up its resolution of IT problems.

The solution is hoped to offer improved service to internal end users by smoothing the tracking of issues and resolutions without the need to hire more IT staff, therefore offering increased productivity.

“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,” said Naushad Kermalli, EBI group systems development manager.

The implementation was done under CA-ME’s ‘rescue programme’ that aims to quickly provide technology that will be superior to legacy systems. AbdulAziz Salloum, managing director of CA-ME said the programme has been successful around the world and added: “EBI will join the long list of CA-ME's satisfied customers in the region, and we believe that our service desk solution will help the bank’s IT department to operate within its contracted service level agreement.”

Unicenter Service Desk is based on a recording and workflow engine that maintains accountability for both system and business problems and resolutions, while tracking and monitoring service level agreements (SLAs), and managing IT assets and infrastructure change. Built on a proven, scalable architecture, it allows service managers to focus on providing solutions.

"We are impressed with CA-ME's commitment during the rescue programme 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,” added Nadeem Busheri, IT Operations Manager.

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