Speed, Reliability, Flexibility Are Key Benefits of Unicenter Service Desk
Dubai, United Arab Emirates
Emirates Bank International (EBI) has improved its ability to respond to end-user IT queries and operational issues, thanks to a service desk solution provided by Computer Associates Middle East (CA-ME).
The Unicenter Service Desk solution recently implemented by CA-ME manages virtually every aspect of EBI’s internal service level commitments by streamlining the identification, tracking, and resolution of end-user’s IT issues.
EBI believes that its new service desk solution will speed the problem resolution process, ensuring improved productivity while continuing to manage the increasing number of end-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,” said 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 has benefited from CA’s “rescue program” – an initiative designed for organizations to receive a replacement technology from CA that provides greater benefits than those provided by the existing technology. Under CA’s rescue program, 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 during the rescue program 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.
Unicenter Service Desk is based on a powerful 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 valuable IT assets and infrastructure change. Built on a proven, reliable, and highly scalable architecture, it allows service managers to focus on providing quality service solutions.
"We are glad to have Emirates Bank International 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,” said Abdulaziz Al Salloum, Managing Director of Computer Associates Middle East.
“The CA rescue program, like the one deployed for EBI, has helped many clients worldwide, and we are currently offering rescue programmes for other technology areas too where our customers have an issue,” concluded Al Salloum.
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About Computer Associates Middle East
Computer Associates Middle East (CA-ME) manages the Middle East operations of Computer Associates International (NYSE: CA). With headquarters in Riyadh, CA-ME employs over 80 professionals and maintains other offices in Al-Khobar and Jeddah in the Kingdom of Saudi Arabia, Bahrain, Kuwait, Lebanon, as well as in Abu Dhabi and Dubai in the United Arab Emirates. Our world-class solutions address all aspects of eBusiness management through industry-leading brands: Unicenter for infrastructure management; eTrust for security management; BrightStor for storage management; CleverPath for portal and business intelligence; AllFusion for application life cycle management; Advantage for data management and application development; and Jasmine for object-oriented database technology. Offering CA solutions that are used by 99% of Fortune 500 companies in over 100 countries as well as many of the largest organisations in government, banking, telecommunications, manufacturing, oil and gas sectors in the Middle East, CA-ME is the leading provider of eBusiness management solutions in the region. For more information please visit us at: http://www.ca-me.com.
© Press Release 2002
