CA delivers business value with rapid implementation to DSG International with CA Service Desk Manager

Published 9th February 2010

Datchet, UK, February 08, 2010 – CA (NASDAQ: CA) - As part of a transformation project to provide a better service to its customers, DSG International, one of Europe’s leading specialist electrical retailers, has implemented CA’s Service Desk Manager to provide visibility into all of the company’s IT assets.

DSGi implemented CA Service Desk Manager to simplify the way the company handles incidents and problems. It will be a critical component to their Information Services operations and ensure that they capture quality information from their customers by automating IT support processes, consolidating, managing and escalating incidents.

Stuart Freer, IT Services Director, DSGi said, “The project had the objective of delivering improvements to the way we manage our support calls. It has improved the quality of information available to our service teams as we undertake in our day-to-day operation, enabling IS to respond faster to our customers and reduce the impact of a system failure.”

He added: “CA was chosen due to the strength of its platform, its ability to deliver the service desk replacement in 6 weeks as well as providing future opportunities that DSGi can leverage from the CA relationship.”

DSGi had already been using CA Asset Management solution to manage the usage and ownership of its IT assets. The integration of CA Service Desk Manager means that the business can deliver added value through facilities such as knowledge base, self-service and central management database (CMDB).

The rapid delivery of the CA Service Desk Manager has benefited the growing demands of the business. It is critical that DSGi delivers consistent services that are both reliable and high performing to meet customer expectations and needs. The solution will help to reduce the impact of service disruptions, improve the quality of service it offers as well as the end-user experience. It also will manage the cost of supporting IT services.

Chris Miller, CA UK and Ireland SVP and General Manager said: “A retailer such as DSGi, with multiple operations will have continually growing service needs. It must become a priority to deploy effective and repeatable processes in order to meet the growing demands and provide a consistent high-performing service to meet customer expectations. By taking this approach DSGi will be able to focus their efforts accordingly to ensure all systems run smoothly and retain their customer satisfaction.”

-ENDS-

About DSGi

DSG International is one of Europe’s leading specialist electrical groups with a presence in over 25 countries. In the UK through Currys and PC World brands they have over 750 stores and 25,000 employees.


About CA
CA (NASDAQ: CA), the world's leading independent IT management software company, helps customers optimize IT for better business results. CA’s Enterprise IT Management solutions for mainframe and distributed computing enable Lean IT – empowering organizations to more effectively govern, manage and secure their IT operations. For more information, visit www.ca.com.

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