Emirates Bank International (EBI) has improved its ability to respond to end-user information technology (IT) queries and operational issues with 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.
Unicenter Service Desk is based on a recording and workflow engine that maintains accountability for both system and business problems and resolutions, while tracking and monitoring service level agreements and managing IT assets and infrastructure change.
Computer Associates Middle East (CA-ME) manages the Middle East operations of Computer Associates International. 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. — (menareport.com)
© 2002 Mena Report (www.menareport.com)
