ServiceIT Features

• Call Management And Call Tracking
  ServiceIT offers a complete suite of call management features that includes: call logging and tracking; call routing, forwarding and escalation by Internet, e-mail, facsmile, and pager; call history and audit trail; call priority rankings; analyst alerts and notifications; and automatic trouble ticket generation.
• Knowledge Management and Problem Resolution
  ServiceIT's knowledge base automatically tunes itself to typical answers that closely relate to your specific computing environment. It delivers powerful problem resolution capabilities through Natural Intelligence and Experience Based Reasoning--a suite of knowledge tools composed of natural language, fuzzy logic, statistical methods match, neural networks, and decision trees.
• Knowledge Integration
  ServiceIT's Knowledge Integration Tool gets your help desk up and running quickly and easily, populating your knowledge base with "canned" knowledge available from third-party vendors such as ServiceWare® and KnowledgeBroker®, as well as "legacy" knowledge from existing corporate databases--your present help desk database included.
• Asset Information and Management
  ServiceIT empoweres your help desk with instant access to knowledge concerning asset distributions, system configurations, problem histories, PC add-ons and software upgrades, service level agreements, and asset valuations. ServiceIT is further enabled by integration with asset and inventory management, and software delivery products available from both Computer Associates (CA) and other vendors.
• Web-Based Support
  Different users have different needs, and in today's increasingly mobile business environment, access to the help desk is not always easy. Effectively addressing these issues, ServiceIT comes bundled with two Web-based support components. ClientView Internet Access (CIA) empoweres end users with robust call management and problem resolution functionality. ServiceIT Web Analyst--"100% Pure Java" certified--delivers complete help desk functionality to your analysts, anywhere business may take them.
• Reporting, Metrics, and Management
  ServiceIT offers a full array of standard, custom, and realtime reporting tools, enabling the help desk to effectively manage, track, analyze, and control its operations.
• Management Console
  ServiceIT provides an easy-to-use reporting tool that allows service staff and administrators to manage help desk operations in realtime, enabling users to dynamically create and customize pie charts, graphs, and tables that track and analyze mission-critical activity, including calls in queue, open call volume, and first call closure rates.
• ActiveX Controls And Integration
  ServiceIT takes self-help a step further by allowing customers to embed select help desk features, like problem resolution, into virtually any Windows-based application (e.g., Microsoft Word). This means that ServiceIT literally becomes an integral element of the very applications your help desk is supporting, empowering users with direct self-help capabilities.
• Virtual Help Desk
  ServiceIT's capabilities extend beyond those of traditional help desk solutions to better meet the operational and strategic needs of today's dynamic enterprise. Deployment of advanced technologies such as Java, ActiveX, e-mail, paging, and the Internet, allow business to operate in a truly flexible, modern, and mobile fashion.
• Enterprise Management Infrastructure
  ServiceIT is built on CA's Unicenter TNG® Framework™, today's sought-after total enterprise management infrastructure. ServiceIT leverages the framework's event monitoring, innovative 2-D and 3-D Real World Interface™, and Business Process Views® to deliver unparalleled support center functionality for your business.

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