Computer Associates (CA), one of the world’s largest management software companies, today announced that Aga Khan University and its teaching Hospital (AKUH), the leading non-profit healthcare institution in Pakistan, has now logged more than 100,000 help desk queries using CA’s award-winning Unicenter ServicePlus Service Desk solution.
“To meet our increasing volume of helpdesk queries, we chose CA’s Unicenter ServicePlus ServiceDesk ahead of others for its design and reporting flexibility. We have now exceeded total call counts of 100,000, and the call average has reached 1,100 per week,” said Jawed Khan Deshmukh, Director, hardware and infrastructure development, of the Information Systems Division at AKU. “Before Unicenter ServicePlus Service Desk, we were relying on an in-house call tracking solution that did not scale to our needs and could not support the growing volume of calls.”
Unicenter ServicePlus Service Desk tracks all incoming issues and problems, allowing for easy monitoring and providing full visibility of their status. It manages virtually every aspect of an organization’s service level commitments and maintains accountability for both system and business problems, while tracking and monitoring service level agreement (SLAs), and managing valuable IT assets and infrastructure change.
“As one of the leading management software experts, CA is committed to helping AKU leverage our 28 years of expertise to overcome many of the challenges related to integrating people, software and devices over a secure and reliable IT environment while trying to lower the total cost of ownership.” said Saeid Marashi, CA’s country manager for Pakistan. “CA’s Unicenter ServicePlus Service Desk allows end-users to submit requests online and track the progress of these requests. It eliminates the possibility of errors being made in the data entry process, which could result in creating more problems.”
“Our users are our customers, and technical problems can mean a real loss of productivity for them. CA’s Unicenter ServicePlus Service Desk has marked an increase in productivity along with a decrease in the costs associated with running a help desk.” Said Deshmukh. “CA Unicenter ServicePlus Service Desk also has innovative features such as support for PDAs, which are under consideration for integration to our IT environment. With the increased support we are getting from CA and its partners, we expect the effectiveness of CA solutions to contribute significantly to the ongoing success of our organization.”
The implementation was done through Instec Digital Systems of Pakistan.
About CA
Computer Associates International, Inc. (NYSE:CA), one of the world's largest management software companies, delivers software and services across operations, security, storage, life cycle and service management to optimize the performance, reliability and efficiency of enterprise IT environments. Founded in 1976, CA is headquartered in Islandia, N.Y., and serves customers in more than 140 countries. For more information, please visit http://ca.com.
CA users in the Arab World include Emirates Bank International, Dubai Department of Civil Aviation, Etisalat Contact Center, Saudi Arabian Airlines, Abu Dhabi Oil Refining Company, Al Jubail Petrochemical, Bank of Beirut and the Royal Court Affairs in Oman
