1 CA SDM IT CA SDM CA Open Space Web 2.0 IT IT IT CA SDM 21 35 160,000 CA SDM 150,000 ITIL IT IT CA SDM 15% CA SDM 1,400 25% 45% CA SDM IT IT 15% CA Service Desk Manager CA Service Desk Manager CA Service Desk Manager (CA SDM) IT 360
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1
CA SDM IT
CA SDM CA Open Space
Web 2.0
IT IT
IT CA SDM
21 35 160,000
CA SDM 150,000
ITIL IT
IT CA SDM
15%
CA SDM 1,400
25% 45% CA SDM
IT IT 15%
CA Service Desk Manager
CA Service Desk Manager
CA Service Desk Manager (CA SDM)
IT 360
2
CA SDM SLA 99% ITIL
MTTR CA SDM 5
75,000 1,725 55,000 1
200
CA Technologies
PinkVERIFYTM
OGC ISS 15 ITIL V3
-IT
IT
IT IT
CA SDM CA SDM
ITIL
CA SDM
IT IT
CA SDM
IT
IT
CA Service Desk Manager
3
IT
IT
CA SDM
IT
1
CA SDM CA Open Space
IT
CA SDM
MTTR
CA Service Desk Manager
4
CA SDM
IT CA SDM
ITIL
(CMDB) (CI)
CI IT
(CMS)
CMS/CMDB CI
CI
CA Open Space Google Sharepoint
UI portlet iPhone iPad
CA Open Space intranet Web
CA Service Desk Manager
5
CA Open Space
Iternet
2
IT Service Desk
CA SDM
CA Open Space
IT
CA Productivity Accerlerator
CA Productivity Accelerator
CA SDM
CA SDM
CA
IT
CA Service Desk Manager
6
Service Desk
Service Desk IT
CA SDM
3
CA Service Desk Manager
7
CA Service Desk Manager CA Technologies
CA CA Technologies
CA CA Technologies
IT
CA
CA SDM IT IT
Service Desk
IT
MTTR
CA Technologies
CA Service Manager ITIL-based Service Desk
IT IT
CA Productivity
CA Service Desk Manager
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