How long does the average deployment take?
demanddesk™ deploys in an average of four to six weeks.

How experienced is DemandDesk in deploying solutions?
demanddesk™ has deployed enterprise service desk solutions for over 150 clients.

Can legacy data be converted?
The demanddesk™ Professional Services Team can be engaged to work with your database administrator to migrate legacy data.

Do you provide training
For your convenience, demanddesk™ offers online, classroom, and private training options as well as free monthly training seminars.

What type of credentials and industry certifications does your staff hold?
Our highly knowledgeable staff is comprised of ITIL and Help Desk Institute certified professionals.

How is your pricing structured? Do you offer subscription-based, per-seat licensing options?
demanddesk™ offers a subscription-based pricing model determined by the number of concurrent analyst users. Please contact Sales for a free quote.

Why is the demanddesk™ SaaS pricing model more cost effective than traditional software?
demanddesk™ offers a subscription price based on use, which gives clients a substantial savings by eliminating acquisition, maintenance, and upgrade costs. Traditional software vendors require that you purchase the application software, hardware, and system software upfront. In addition to the high upfront costs, customers are also required to pay for annual licenses and upgrade fees. The savings with demanddesk™ SaaS is clear.

Is demanddesk™ + SaaS solution browser-based or does it require client software?
demanddesk™ is delivered in a set of Web-based interfaces. All you need is a web browser and an internet connection.

What type of infrastructure specifications does demanddesk™ require?
Infrastructure requirements consist of internet access and the appropriate bandwidth; which shouldn’t be too hard to find.

Does the demanddesk™ solution include the full set of CA® Service Desk features?
The full CA Service Desk™ product is available through demanddesk™. This includes Incident and Problem Management, Change Management, Service Level Management, and Knowledge Management. However, if you only need a few of the features in CA Service Desk™, we are able to customize the solution for you.

Can I customize the application to add/change screens, add databases, and change business rules?
demanddesk™ is fully customizable. Our Professional Services Team will work with your IT department to customize demanddesk™ to meet your needs. However, we have found that demanddesk™ only requires minimal customization efforts.

Is the demanddesk™ ITIL compliant?
demanddesk™ uses industry best practices that are ITIL compliant and the majority of the demanddesk™ staff are ITIL certified. In addition, the CA® Unicenter suite of products holds the PinkVerify™ Service Support Enhanced Certification.

How secure is my data?
demanddesk™ uses a multi-tiered security model secure authentication and role-specific interfaces based on the access rights for each authenticated user. Access to hardware and software is restricted to authorized personnel. Client data is only used for its intended purpose.

Does demanddesk™ provide clear integration pathways to link my service management solution with other collaboration and business solutions?
The demanddesk™ Professional Services Team can integrate existing business solutions via demanddesk's Web Services API or scheduled synchronizations of data.

In addition, demanddesk™ provides full integration with demanddesk Navigator that can generate custom reports from the CA Unicenter® technology using an interface that requires no knowledge of database programming, SQL code, or any other technical expertise.

What type of customer support do you provide?
demanddesk™ provides a customer portal-based support system, email support, and phone support at no additional costs to resolve any issues related to demanddesk™. All tickets are prioritized and tracked and service level agreements are in place to ensure that responses are timely.

How are product upgrades handled?
Hardware and software is upgraded as needed to keep pace with vendor releases and the clients’ requirements. Performance is monitored and redundant Internet connectivity ensures availability. For your protection, demanddesk™ maintains data backups and disaster recovery and continuity of operations plans.