New Features, Enhancements, and Fixes › Support Automation
Support Automation
CA Service Desk Manager r12.5 provides new features for support automation. Support Automation reduces operating costs, improves customer satisfaction, and reduces downtime. Automating support can prevent, detect, and repair computer problems before they cause significant disruption to operations in the following ways:
- Reduces service desk costs through problem prevention
- Reduces the time required to solve support incidents through problem deflection and resolution automation
- Provides tools to develop automated tasks and to deliver them through various channels of support
- Integrates effectively with existing service desk technologies, and is standards-based and scalable
- Optimizes analyst contact time by facilitating a cost-effective channel for live support and automating detection, diagnosis, and repair in the live support process
- Lets customers leverage problem resolution
- Lets multiple independent tenants share a single implementation