IT Help Desk and Service Desk: CA & xMatters Partner Up
CA Technologies continues to take multiple paths into the IT service desk and IT help desk markets. On the one hand, CA owns Nimsoft — which promotes its own service desk solution. On the other hand, CA this week partnered with xMatters to integrate CA Service Desk Manager and the xMatters IT Support Engine. Here are the details.
According to CA and xMatters, the xMatters (IT Support) Engine matches incident information within the CA Service Desk Manager with the right staff at each level of the IT service lifecycle management process. In theory, that means IT service providers no longer have to hope that the right technicians are handling the right problems along the way. Also, CA and xMatters have signed a reseller agreement so that clients can procure the xMattters (IT Support) engine directly from CA Technologies.
The CA Technologies-xMatters partnership continues a busy two months of developments in the service desk and help desk arena. It started in early August 2011 when we reported the launch of nanoRep, a start-up with a new help desk and service desk widget. Then LogMeIn, the remote desktop software provider, continued to expand the reach of LogMeIn Rescue, its remote IT help desk solution, by signing a support agreement with Internode in Australia in September. Those are only two among several help desk and service desk firms that have made noise since early August.
Despite growing opportunities in such areas as cloud services and mobile device management, it’s clear that MSPs should continue to focus on help desk and service desk solutions to ensure tight customer relationships.