CA Helps Debenhams Slash Service Desk Costs by 25 Per Cent, Thanks to Increased Automation and ITIL Best Practice

DITTON PARK, England -

- CA’s Service Desk Manager, an Axios Assyst replacement, frees up staff time to concentrate on serving customers and reduces human intervention in IT incidents by 15% at leading retailer

CA (NASDAQ: CA), the world’s leading independent IT management software company, today announced that leading department chainstore Debenhams has slashed IT operating costs on its’ Service Desk by 25 per cent and improved customer service after deploying CA Service Desk Manager.

As well as freeing up staff time to concentrate on serving customers, the CA solution is streamlining group operations by automating core business support processes and aligning IT service delivery with ITIL best practice.

The move is paying dividends, as the retailer’s IT infrastructure is integral to a sales-and-supply chain that serves 153 stores, with more scheduled to open this financial year.

CA Service Desk Manager is used by 220 Debenhams IT staff on a daily basis to handle an average of 1,400 incidents a week, with the result that 15 per cent of all incidents logged via the new web-based portal are now resolved without human intervention. Up to 35 per cent of all IT issues are currently logged via the system and Debenhams plans to drive adoption of the self-service helpdesk across the organisation. Other benefits include:

- Enhanced efficiency by allowing customer-facing staff to log IT issues quickly and get back to the shop floor - A smoother supply chain, thanks to a centralised IT service desk function that reduces issue-response time.

Debenhams Service Support Manager Jason Lovegrove said: “All our staff depend on IT on a daily basis, meaning it is imperative that we are able to offer a strong IT-support service across our store network. The decision to automate service desk infrastructure has reduced costs by 25 per cent and allowed us to offer an improved level of customer service, as well as to create a streamlined, centralised IT service desk function in line with ITIL best practice.”

CA UK & Ireland Senior Vice President and General Manager Chris Miller said: “Organisational efficiency is a pre-requisite to operating successfully in today’s challenging business environment. By taking a strategic approach to IT across the organisation and embracing ITIL, it is possible to significantly reduce costs and enhance efficiency by creating a centralised IT infrastructure and a leaner operating environment. Debenhams has implemented important IT system changes, including the service desk function, to great effect.”

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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Press contacts Lisa Stassoulli Principal, Communications Lisa.stassoulli@ca.com +44(0)7824-607584 Mark Walker and Brad Jordan +44(0)20-7680-5500 ca@chameleonpr.com

Source: CA

Press contacts: Lisa Stassoulli, Principal, Communications, Lisa.stassoulli at ca.com, +44(0)7824-607584; Mark Walker and Brad Jordan, +44(0)20-7680-5500, ca at chameleonpr.com