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
Knowledge is stashed in multiple places and could be better helping resolve issues
Ticket hand-offs are tricky and must be handled very carefully
Must access multiple queues to handle a single issue
Issues are not always assigned to the best resource for solving them
Capturing intelligence from a wide variety of other resources outside the ticketing system is time-consuming

About This Data

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

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