ChatBot deployment and new end user interface

23000 people affected
10 people managed
24 month project

Project Description

The project's final objective was to upgrade CA Service Desk Manager from version 17.1 to version 17.3 to allow the use of xFlow and Service Point features, including Virtual Analyst (Chatbot). Among several activities, we also have the use of Mobile access and the reformulation of the current SDM Service Catalog with the implementation, configuration and integration in the CA Service Catalog in order to provide service offers with automated approval processes through the CA Process Automation product.

Lessons Learned

The availability of short videos about the Service Catalog and the use of Chatbots can make a big difference right from the start.

Highlights

under budget
support from colleagues

Difficulties

steep learning curve
hard to meet schedule

Technical Skills Used

  • Database Administrator
  • Report Designer
  • Incident Management
  • KCS Principles
  • AI, NLP

Technical Certifications Used

  • CA Technologies
  • ITIL Foundation
  • Microsoft Database Administrator
  • Fortaleza-3.71722-38.5431
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