Marcos L. Domingos

ITSM Specialist at Qintess
Has 10+ Years Of Experience

Badges

90 Points9 YearsTop 20

User Activity

Almost 5 years ago

Commented on IT Central Station (now PeerSpot) has over half a million members!

Good to know. In my opinion, the Central Station of IT only tends to grow. Always recommend. Congratulations.

Almost 5 years ago

Answered a question: What are some tips for setting up and running an effective and efficient IT help desk?

I consider only four main points 1. Continuous training of staff on software and processes;2. Don't forget about Knowledge Management;3. Investing in automations; and4. Have a good team responsible for the solution. I think that with this, the software will be what best…

Almost 5 years ago

Answered a question: When evaluating Help Desk Software, what aspect do you think is the most important to look for?

I think it is the ability of my support team to maintain, update, customize, integrate and generate reports in the database that the software uses. Most of the products on the market already have a good UI, are scalable and provide modules for reports and dashboards…

Almost 5 years ago

Answered a question: What is your favorite Help Desk Software and why?

I think the best solution is one where my team is comfortable facing the challenges of support, integrations, customizations, reporting and updates. There are several solutions that help a lot our digital transformation actions, but having a team always available for…

About 5 years ago

Contributed a review of Automic Automation: Good integration, responsive support, and a short learning curve

About 5 years ago

Commented on We are able to control and change our processes when necessary

The amount of plugins and action packs available and for various products and technologies, really offers this flexibility.

Over 6 years ago

Contributed a review of Clarity SM: Easy to use, good integration with ITIL processes, and good customization

Over 6 years ago

Answered a question: What Questions Should I Ask Before Buying a Network Monitoring Tool?

Most solutions operate the same way, have API's, REST, Dashboards, LDAP Integrated Authentication, Remediation, among others. However, few have natively integrated with IT Service Management and CMDB solutions. Automatic Ticket Registration and CMDB update I find extremely…

Over 7 years ago

Commented on CA is seen as an experienced, reliable partner. The product suffers from poor design decisions and implementation in some areas.

The CA Service Desk Manager can natively integrate with CA Service Catalog and CA Unifed Self-Service. However, it is necessary to improve the users experience through a single ticket number, associating the offers with the request and incident areas, creating a Shared…

About 8 years ago

Commented on It has helped us to organize a lot of our assets

The Advanced Availability feature was a significant gain to the solution. Using this feature with a Load Balancer is valuable when it comes to scalability. However, there is still no use of F5 in conjunction with Web Directors.

About 8 years ago

Commented on Certain parts of it are expandable and customizable. The UI looks dated.

About 8 years ago

Commented on Certain parts of it are expandable and customizable. The UI looks dated.

Improved user experience can be gained by using CA Unified Self Service and CA Service Catalog. However, for a real integration with SDM, it will be necessary to make customizations where the number of the Ticket registered by the users has equivalence in the SDM. This…

About 8 years ago

Commented on We are benefiting by being able to put time to what our technicians are doing. However, I am not able to see tickets on a bigger scale.

I could hazard that the difficulties faced are related to the Security Policy configured in the SDM together with some definitions of the Processes. You can adjust the Access Types and Roles for optimal management results, always keeping in mind about usability, where a…

About 8 years ago

Commented on Ticket management and the knowledge base are the most valuable features of this solution.

The use of KPIs when it comes to Ticket Management and the use of Knowledge Base brings several benefits in decision making. Customizations, if well documented and managed, may not have as much impact if built with SDM features such as the Web Screen Painter. In most cases…

Almost 9 years ago

Contributed a review of Clarity SM: Brings collaboration and support, facilitating the work of analysts

Almost 9 years ago

Commented on The integration of remote access to tickets and the ease of customizations helps analysts and administrators to always provide the best service according to the needs of the business.

CA Service Desk Manager enables you to achieve high levels of IT Service Management maturity. Ease of use coupled with the many features that make it easier for support teams to work are important points, as well as a development interface that enables customizations that…

Almost 9 years ago

Commented on Useful for event handling and offers a manager of managers console.

I consider the best monitoring solution. The ease of integration with Service Desk is one of the most positive points. Highly recommend.

Over 9 years ago

Contributed a review of Clarity SM: Integrates easily with CA Service Desk Manager.

Over 9 years ago

Commented on Integrates easily with CA Service Desk Manager.

In a CA Service Desk Manager deployment project, the construction of the Service Catalog, including the Incident, Requisition and Problem Area, will be more likely to be endorsed and successful by end users if the technical support team is involved in the construction…

Over 9 years ago

Commented on Integrates easily with CA Service Desk Manager.

It has to be part of the project deadlines, the time and effort that will be spent on the current SLA changes, including involving the legal department and the area of your governance. Sometimes is not counted.

Over 9 years ago

Commented on Integrates easily with CA Service Desk Manager.

It is prudent in the deployment or migration to CA Service Management, the involvement of the Marketing and Communication area to inform about the new ticket registration environment for users, end users and analysts.

Over 9 years ago

Commented on Integrates easily with CA Service Desk Manager.

It is of extreme importance in the implementation of CA Service Management, precisely in the construction of the Service Catalog, the involvement of the Board of Directors and in IT Governance in the analysis of the Services of the Company's Business Areas.

Almost 10 years ago

Contributed a review of Clarity SM: The integration of remote access to tickets and the ease of customizations helps analysts and administrators to always provide the best service according to the needs of the business.

Projects

About 5 years ago

ChatBot deployment and new end user interface

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…

Experience

Xtraction for CA Service Management [EOL]

Reviews

Almost 10 years ago

Clarity SM

The integration of remote access to tickets and the ease of customizations helps analysts and administrators to always provide the best service according to the needs of the business.

About 5 years ago

Automic Automation

Good integration, responsive support, and a short learning curve

Over 6 years ago

Clarity SM

Easy to use, good integration with ITIL processes, and good customization

Over 9 years ago

Clarity SM

Integrates easily with CA Service Desk Manager.

Almost 9 years ago

Clarity SM

Brings collaboration and support, facilitating the work of analysts

Answers

Almost 5 years ago

Help Desk Software

What are some tips for setting up and running an effective and efficient IT help desk?

Almost 5 years ago

Help Desk Software

When evaluating Help Desk Software, what aspect do you think is the most important to look for?

Almost 5 years ago

Help Desk Software

What is your favorite Help Desk Software and why?

Over 6 years ago

Network Monitoring Software

What Questions Should I Ask Before Buying a Network Monitoring Tool?

Comments

Over 9 years ago

Help Desk Software

Integrates easily with CA Service Desk Manager.

Over 9 years ago

Help Desk Software

Integrates easily with CA Service Desk Manager.

Over 9 years ago

Help Desk Software

Integrates easily with CA Service Desk Manager.

Over 9 years ago

Help Desk Software

Integrates easily with CA Service Desk Manager.

Almost 9 years ago

Network Management Applications

Useful for event handling and offers a manager of managers console.

Almost 9 years ago

Help Desk Software

The integration of remote access to tickets and the ease of customizations helps analysts and administrators to always provide the best service according to the needs of the business.

About 8 years ago

Help Desk Software

Ticket management and the knowledge base are the most valuable features of this solution.

About 8 years ago

Help Desk Software

We are benefiting by being able to put time to what our technicians are doing. However, I am not able to see tickets on a bigger scale.

About 8 years ago

Help Desk Software

Certain parts of it are expandable and customizable. The UI looks dated.

About 8 years ago

Help Desk Software

Certain parts of it are expandable and customizable. The UI looks dated.

About 8 years ago

Help Desk Software

It has helped us to organize a lot of our assets

Over 7 years ago

Help Desk Software

CA is seen as an experienced, reliable partner. The product suffers from poor design decisions and implementation in some areas.

About 5 years ago

Workload Automation

We are able to control and change our processes when necessary

Almost 5 years ago

IT Central Station (now PeerSpot) has over half a million members!

About me

Database Administrator with a focus on IT Service Management solutions (Service Desk), being duly able to perform deployments, configurations, integrations and customizations. In addition to knowledge in products such as Microsoft System Center Service Manager, LANDesk Service Desk, Help Desk and OTRS Octopus, has greater experience of CA Technologies products, such as:

- CA Service Desk Manager
- CA Business Intelligence
- CA Process Automation
- CA Automic Automation
- CA Client Automation
- CA Configuration Automation
- CA xFlow and Service Point
- CA Embedded Entitlements Manager
- CA Service Catalog
- CA Cloud Service Management
- CA Spectrum IM
- CA Unified Infrastructure Management (UIM)

Today collaborates as support analyst at a IT Services Provider company, Instructor in permanent extensive course of Microsoft SQL Server in a higher education institution, Trainer and Consultant at HDSD, company that has as main activities consulting and targeted training the Database solutions and ITSM, online and in person, in which figure as owner.

Certifications

CA Service Desk Manager r12 Administrator
CA Service Desk Manager r12 Analyst Operations
MPS.BR P1 - Melhoria de Processo de Software Brasileiro
Especialista Tecnologias Web ITHero Microsoft
Foundation Certification in IT Service Management - ITIL v2
Managing and Maintaining a Microsoft Windows Server 2003 Environment
Microsoft SQL Server 2008
Installation and Maintenance
Designing
Optimizing
and Maintaining a Database Administrative Solution Using Microsoft SQL Server 2008
CA Service Desk Manager Sales & Presales Accreditation

Employers

CTIS Tecnologia
Lanlink Informática Ltda.
Instituto Evolução
Banco do Nordeste do Brasil SA - BNB (Outsourcing G&P)
IVIA Serviços de Informática Ltda.
Cartório do 5º Ofício de Registro de Imóveis de Fortaleza CE
CEPD - Centro Educacional de Processamento de Dados S/C Ltda.

Education

Instituto de Capacitação Business School Brasil - BSB
Universidade Estácio de Sá
Faculdade 7 de Setembro - FA7

Interesting Projects and Accomplishments

About 5 years ago

ChatBot deployment and new end user interface