Bringing a consumer-like experience to enterprise IT service management

CA Technologies is promising a consumer-like experience for users of CA Service management, its new enterprise IT management solution.

According to the vendor, consumer applications such as Google, Evernote and Dropbox are finding widespread enterprise adoption – with or without IT’s approval – and are creating much higher expectations by business users for a modern service experience. If not addressed by IT organizations, growing user dissatisfaction and a “shadow IT” environment can become a serious concern.

It’s a situation the company says it seeks to address with CA Service Management.

“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, general manager, IT business management with CA Technologies, in a statement. “IT organizations must meet these expectations to drive adoption and value from their IT investments.”

CA says the solution helps IT to close the gap between user expectations and IT realities with a unified end-user experience for employees to access services, support and assets, customizable mobile support center apps for iOS and Droid, and automated self-service, collaboration and knowledge-sharing tools.

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Jeff Jedras
Jeff Jedras
A veteran technology and business journalist, Jeff Jedras began his career in technology journalism in the late 1990s, covering the booming (and later busting) Ottawa technology sector for Silicon Valley North and the Ottawa Business Journal, as well as everything from municipal politics to real estate. He later covered the technology scene in Vancouver before joining IT World Canada in Toronto in 2005, covering enterprise IT for ComputerWorld Canada. He would go on to cover the channel as an assistant editor with CDN. His writing has appeared in the Vancouver Sun, the Ottawa Citizen and a wide range of industry trade publications.

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