TechValidate Research on CA Service Management


Top Support Analyst Challenges

Common issues across IT organizations:

Use more than 5 tools/apps to resolve customer issues
29%
Knowledge is stashed in multiple places and could be better helping resolve issues
51%
Ticket hand-offs are tricky and must be handled very carefully
21%
Must access multiple queues to handle a single issue
14%
Issues are not always assigned to the best resource for solving them
50%
Capturing intelligence from a wide variety of other resources outside the ticketing system is time-consuming
37%




About This Data

This data was sourced directly from verified users of CA Service Management by TechValidate.

TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.

Respondent Details


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