CA Technologies announced CA Service Management, a solution that puts business users at the center of its strategy and advances key aspects of user experience, mobility and collaboration to drive better engagement between IT teams and employees.

Today’s business users have a much higher expectation for a modern service experience, shaped by the rapid workplace adoption of consumer applications such as Google, Evernote and Dropbox. Unfortunately, IT organizations that fail to address this continue to be hampered by ‘shadow IT’, dissatisfaction and negative perceptions of IT teams.

The risk of continued disengagement with IT requires a strong response and CA Service Management addresses this challenge head on.

“Modern business applications need to deliver a level of user experience and excitement which drives greater value for the organization as a whole,” said Lokesh Jindal, GM, IT Business Management, CA Technologies. “IT organizations must meet these expectations to drive adoption and value from their IT investments.”

CA Service Management empowers IT to successfully close the gap between user expectations and current IT realities by delivering:

- A unified end-user experience for employees to access services, support and assets

- Intuitive, customizable mobile support center apps for Apple iOS and Android

- Powerful, automated self-service, collaboration and knowledge-sharing

"Sophisticated service management doesn't have to be complex," says Dennis Drogseth, VP of Research, EMA. "CA Technologies demonstrates this with their laser-focus on improving the experience of business consumers as they access IT services as well as their commitment to make mature ITSM processes and technologies easier to adopt for their customers. CA’s commitment to making service management easy and accessible is refreshing in an industry still too often lost to functional fragmentation and cobbled architectural complexity.”

Thousands of organizations — including large enterprises and many of the world’s largest service providers — rely on CA IT Service Management solutions to optimize the service experience for hundreds of thousands of end-users. In this release, CA Technologies extends its enterprise-grade solution with advanced high availability for 24x7 operation, simplified asset management and other capabilities which increase process maturity while reducing the complexity and cost of IT support operations.

"As business users become increasingly dependent on IT and mobility, anytime/anywhere self-service has become a fundamental requirement for individual productivity and business performance," said Brian McGushin, CA Practice Leader at Stefanini, a global provider of technology-based business solutions. ”CA Service Management will enhance the self-service experience we provide to our outsourcing clients and to our internal staff.”