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IAG to improve efficiency with Computer Associates service desk solution

  • 06 April, 2004 17:12

<p><b>Melbourne - 6 April 2004 - </b>Computer Associates today announced that Insurance Australia Group (IAG), Australasia’s leading general insurance group, has chosen Computer Associates Unicenter ServicePlus Service Desk 6.0 to provide help desk support to more than 12,000 network users across Australia.</p>
<p>IAG, with its large branch network and multiple Telephone Business Centres, also operates a comprehensive distribution network of insurance brokers, agents and business partners - all requiring access to IAG’s computer systems to set up policies, provide quotes, process claims etc. These systems are central to the Group’s smooth operations; any delays in solving computer problems results in lost customers and lost revenue.</p>
<p>This latest investment in Unicenter comes after a successful implementation at CGU Insurance, which became part of IAG in early 2003. CGU’s Service Desk employees were able to offer quicker problem resolution and improved service once Unicenter was implemented. Because Unicenter provides a central point of control that includes business processes, CGU was also phasing in Service Level reporting and asset procurement processes into the tool itself. Seeing how successful it was at CGU, IAG decided to roll it out to the entire group after first upgrading to the latest version because of its better Web and ITIL support.</p>
<p>"Unicenter will allow staff to be proactive rather than reactive in solving problems by mapping IT functions to business processes," said Glenn Page, Manager of the IAG Service Center. "This will give us a much clearer idea of the business impact of an incident. It’s far more useful to know that the business is unable to generate insurance quotes and pay claims than to know a particular server is experiencing performance problems. With that information we can make sure the incident with the biggest business impact is fixed first.</p>
<p>"Unicenter was perfect for us because of its alignment with business processes, Web interface and self-help options. Support groups will be able to use the Web functions from anywhere. The self-help aspect will further reduce the burden on service desk staff, freeing them up to concentrate on solving mission-critical problems more quickly," Page said.</p>
<p>Unicenter ServicePlus Service Desk is a complete enterprise support software package capable of managing most aspects of an organisation’s service level commitments. This includes streamlining the identification, tracking and resolution of end-user issues and problems. Innovative knowledge tools accelerate the problem resolution process, ensuring improved service productivity while making end-users self-sufficient. Users can access functionality via the Web and wireless PDA interfaces.<b></b></p>
<p>About Computer Associates <br/>
Computer Associates International, Inc. (NYSE: CA) delivers The Software That Manages eBusiness. CA’s world-class solutions address all aspects of eBusiness management through industry-leading brands: Unicenter for infrastructure management, eTrust for security management, BrightStor for storage management, CleverPath for portal and business intelligence, AllFusion for application life cycle management, and Advantage for data management and application development. Founded in 1976, CA serves organisations in more than 100 countries, including 99 percent of the Fortune 500 companies. For more information, visit</p>
<p>Computer Associates Pty Ltd<br/>
ABN 20 001 146 345<br/>
407 Pacific Highway<br/>
Artarmon NSW 2064<br/>
tel: (02) 9937 0500<br/>
fax: (02) 9937 0600 <br/></p>
<p><b>For more information contact:</b><br/>
Samantha Lenton, Recognition PR<br/>
Ph 03 9600 4666<br/><br/></p>

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