With diminishing resources and increased demand for transparency, the County and its agencies must be able to report on their services and outcomes and justify how public money has been allocated. As a result, a series of quarterly performance reports are produced on all the agency's operations - including IT - that can influence future State and Federal funding. To ensure its IT services can withstand public scrutiny, the agency uses CA Incident & Problem Management and Service Availability Management solutions to efficiently respond to 3,500 incidents and requests per month. As well as capturing key operational data for the performance reports, the solution has also helped to improve fix times and reduce the number of outstanding issues.
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