Australian Maritime Safety Authority Safeguards Its Response to Distress Calls With Improved It Service Desk Performance

To provide a rapid response to distress calls, the authority needs 24x7 access 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 provide a better response.