DITTON PARK, England, September 2 /PRNewswire/ --

- 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