Date Added: Nov 2009
The Australian Maritime Safety Authority (AMSA) is responsible for maritime safety, protection of the maritime environment, and aviation search and rescue. The authority's Emergency Response Centre responds to hundreds of distress calls each year over an area of 53 million square kilometres. To provide a rapid response to distress calls, the authority needs 24x7 accesses to its search and rescue systems and shipping data. At the same time as maintaining high levels of system availability, the authority's IT department needs to find ways to achieve more for less. AMSA uses CA Service Desk to centrally manage hundreds of problems, incidents, changes and requests each month. Automated workflows, alerts to service breaches and a simplified ticket logging process have all helped AMSA's user service desk.