Information Technology Resources Achieves Superior Service and 15% Increase in Customer Satisfaction Using CA's Unicenter

        Leading Outsourcer Capitalizes on the Power and Flexibility of
       Unicenter Service Desk to Streamline Critical Support Processes

    ISLANDIA, N.Y., Aug. 2 Computer Associates International,
Inc. (CA), today announced that Information Technology Resources, Inc. (ITR),
a full-service Information Systems outsourcer renowned for servicing the IT
needs of the automotive industry, has successfully implemented Unicenter
Service Desk to radically re-engineer its support processes.  ITR provides its
customers with feedback tools that allow them to rate the company's
performance -- since implementation, customer satisfaction with service issues
has increased 15%.
    Unicenter Service Desk enabled ITR to re-engineer its critical customer
support infrastructure by providing a streamlined web interface and fully
automated problem escalation.  In addition, reporting and scripting
capabilities empower help desk personnel to quickly adjust workflow policies
in order to respond to customer requirements.
    "To successfully deliver customized IT services, we have to be able to
respond very flexibly to each client's demands," said Daniel M. Legg, senior
manager, technical services practice, ITR.  "To accomplish this, we needed to
give our support personnel the ability to modify screens, reports and even
workflow both from our headquarters and from the field."
    ITR had been working with a "homegrown" help desk solution that lacked
flexibility and that was costly to modify because it required several
full-time programmers to support it.  In addition to greater architectural
flexibility, ITR sought a more intuitive graphical interface for headquarters
staff and web-based remote access for field operatives.
    ITR selected Unicenter Service Desk to automate its extensive support
infrastructure.  Unicenter Service Desk leverages the power and functionality
of Unicenter to manage all organizational assets -- systems, networks and
employees -- more efficiently. Unicenter Service Desk records and tracks open
issues to resolution and provides ITR's account managers with monthly reports,
highlighting customers who encounter more than 10 issues that month.
Utilizing internal capabilities of Unicenter Service Desk, ITR has also been
able to analyze and circumvent long wait times by documenting issues.
    "After analyzing our database of closed problem tickets we were able to
leverage the capabilities of Unicenter Service Desk to build an extremely
useful knowledge base documenting over 100 unique help desk processes," said
Legg.  "The knowledge base has enabled our staff to quickly help clients with
everything from password problems to issues with their automotive diagnostic
equipment.  By demonstrating the fact that we are on top of the issues they
care about most, we are building strong bonds of trust with our customers."
    ITR's implementation of Unicenter Service Desk promoted the development of
a more structured methodology for responding to open issues.  Using Service
Level Agreements (SLAs), ITR customized service levels according to each
customer's specific priorities.  Under this arrangement, customers can
determine how each problem type is classified in terms of severity as well as
time frame in which each problem type must be resolved.  This discipline helps
ITR avert issues, which could impact customer satisfaction.
    "The underlying architecture of Unicenter Service Desk has substantially
enhanced our support processes by enabling rapid customization and empowering
our staff to operate more efficiently," said Legg.  "As a service
organization, the first-class client support that Unicenter Service Desk has
enabled us to achieve is absolutely essential to our long-term business
success."
    As a total technology solution provider, ITR offers both application
management and enterprise management services.  With a wide-range of expertise
and several Fortune 500 companies on its client roster, ITR has experienced a
heavy demand for outsourced services.  To meet the demand, ITR offers support
for Unicenter Service Desk to many of its customers.
    ITR used CA professional services to help with staff training, the
development of workflow templates and legacy data conversion.  "CA's Unicenter
Service Desk expert helped to make our installation a very positive
experience," said Legg.

    About Computer Associates
    Computer Associates International, Inc. delivers The Software
That Manages eBusiness.  CA's world-class solutions address all aspects of
eBusiness process management, information management, and infrastructure
management in six focus areas: enterprise management, security, storage,
eBusiness transformation and integration, portal and knowledge management, and
predictive analysis and visualization.  Founded in 1976, CA serves
organizations in more than 100 countries, including 99 percent of the Fortune
500 companies.  For more information, please visit http://ca.com.

    About Information Technology Resources
    Information Technology Resources, Inc., is a total technology solution
provider that partners with its clients to provide high quality,
cost-effective and timely IT results.  Their services include application
management services (systems development, legacy system support, system
integration) and enterprise management services (data center operations,
network managed services, desktop support and help desk).  ITR is well known
for servicing the IT needs of the automotive industry and their clients
include several Fortune 500 companies.  The company is privately held and
located in Southern California.  For more information on ITR call 714.736.3333
or info@itrweb.com.  Visit ITR's web site at http://www.itrweb.com.

    All trademarks, trade names, service marks, and logos referenced herein
belong to their respective companies.

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