America West Airlines Selects Network Associates to Manage IT Service Desk Operations
NY, New York - Mar 4, 2003 (PRN):
Network Associates (NYSE: NET) today announced at its annual Analyst Day in New York, that America West Airlines selected the Magic Service Desk solution to manage its IT service desk network. America West Airlines has chosen Magic Service Desk for its browser-based accessibility, ease-of-use, cost efficiency, and ability to seamlessly integrate into its existing infrastructure. Magic Service Desk will enable America West Airlines to increase its quality of service for its customers, fine-tune its operational efficiency, and raise productivity levels for its information technology (IT) service desk operations. This announcement reflects revenue that was recognized by Network Associates in the fourth quarter of 2002.
"America West Airlines' customers rely on our service desk on a daily basis, making it that much more essential for us to perform at maximum efficiency across the network to deliver quality customer service," said Joe Beery, chief information officer at America West Airlines. "Magic Service Desk gives us the flexibility necessary to effectively service our customers, without sacrificing the quality of service they have come to expect from America West Airlines."
America West Airlines, the eighth largest airline in the United States, will deploy Magic Service Desk to its IT service desk locations in the coming months -- the goal is to increase the efficiency and effectiveness of how America West services its customer base through a service desk solution that allows them to accelerate the time it takes to respond to service desk inquiries and customer problems. America West Airlines' IT service desks receive on average about 3,750 calls/emails per month. Leveraging Magic Service Desk's web-based capabilities, IT managers at America West will be able to centrally administer and address service desk inquiries instantaneously.
America West Airlines is in the process of integrating Magic Service Desk's self service technology to replace its current manual internal process of fielding and addressing technology requests. The self service solution will allow managers to interact with America West's IT service desk in a much more immediate and efficient way for issues like problem status, problem escalations, and work order management. Online forms will be available to technicians for submission to the service desk, so that the system can automatically create and route work orders directly to the appropriate individuals.
"Our relationship with America West Airlines affirms Magic Solutions' maniacal commitment to its customers," said Jeff Honeycomb, president of Magic Solutions at Network Associates. "Magic Solutions' ability to meet the demands of America West Airlines is a true testimony to our extensive expertise and capability, from both a technology and services standpoint, to scale and customize our solutions to meet our customers' evolving service desk needs."
Magic Solutions(R), a division of Network Associates, is the leading provider of browser-based service management solutions. Magic Solutions provides integrated, process-oriented e-business support solutions for organizations across the enterprise to deliver the highest levels of service and great efficiency.
About Network Associates
With headquarters in Santa Clara, Calif., Network Associates, Inc. is a leading supplier of network security and availability solutions. Network Associates is comprised of three product groups: McAfee Security, delivering world-class anti-virus and security products; Sniffer Technologies, a leader in network availability and system security; and Magic Solutions, a leader in innovative service management solutions. For more information, Network Associates can be reached at 972-308-9960 or on the Internet at
http://www.networkassociates.com.
