6. Scenario – 1 Snapshot Service Desk End-User View for self-service
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12. The Solution – CA Unicenter Service Desk Business Employees IT Operations Service Desk Level 1 Support Level 2 Support Level 3 Support Tech Support Engineering CA CMDB Level 0 Support (Self-Service) Networks & Servers Databases Operations Manager Analysts Manager Supervisor Technicians Manager Developers Change Advisory Board Change Manager Service Desk
22. Scenario 3 – Snapshot: Service Desk Dashboard Service Desk Manager’s Decision Support Dashboard The Unicenter Service Desk Dashboard provides managers a real-time view of incidents/requests/problems
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24. Targeted Reporting Solutions Real-Time Offline Summary Detailed SLA Manager Service Desk Report Scoreboard Dashboard MS Access / Crystal Dashboard