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Wed 5 May 2004 04:00 AM

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Oman turns to CA for IT support

Computer Associates Middle East (CA-ME) has deployed a suite of Unicenter service and client device management solution for the Royal Court Affairs (RCA) in Oman for their IT service requirements to manage more than 50 servers and 800 desktops across RCA’s country-wide network.

Computer Associates Middle East (CA-ME) has deployed a suite of Unicenter service management and client device management solutions for the Royal Court Affairs (RCA) in Oman to cater for the organisation’s IT service requirements to manage more than 50 servers and 800 desktops across RCA’s country wide network.

RCA is the executive body of the government of the sultanate of Oman, which spans the entire country and has offices in some Waliyat (Oman’s administrative region.) The ability to keep the servers up and running 24 x7 and quickly and proactively resolve any end users’ IT issues has been one of the major challenges for RCA’s IT team.

After evaluating a variety of vendors’ offerings, RCA selected CA’s Unicenter Service Plus Service Desk solution and integrated it with Unicenter Client Device Management solutions. CA’s Oman partner Khimji Ramdas implemented the project, which took less than two months to complete.

“Many of our users are senior government officials who are not IT savvy. So it is imperative for our IT team to have the best tools in hand to provide user support in real time and require the least effort on the users’ side,” says Mohamed Issa Al-Zadjali, director general of Planning and IT at RCA.

CA claims that its tools now help RCA effectively manage support calls, quickly resolve problems, share and leverage accumulated support knowledge. The service management solution is based on a recording and workflow engine that maintains accountability for both system and business problems and resolutions. It also tracks and a monitor service level agreements and manages IT assets and infrastructure changes.

“Being a provider of IT management tools, we strive to provide what customer really needs to improve their work processes. It is important that customers do not purchase technology for the sake of technology, but to help their organisations achieve their goals,” says Satish Sabnis, CA-ME sales manager for Oman.

To complement the solution, RCA also implemented Unicenter Client Device Management solutions that offer IT asset management, remote control and software delivery. This suite of management tools help RCA IT team to manage IT inventory, trouble shoot user issues and remotely resolve technical problems.

“These Unicenter solutions offer comprehensive discovery, inventory, analysis and reporting functions that put us in control of our complex IT environment. In addition to a much higher support efficiency, our support cost has been significantly reduced,” adds Al-Zadjali.

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