Skip navigation
All Places > CA Service Management > Blog > 2015 > May
2015

Meet-Paul-Coccimiglio.jpgPaul Coccimiglio, a Computer Science and Business Management Honors graduate, started his career with CA in October 2007. He worked for a CA customer for a long period of time as a “CA Administrator” managing several CA solutions. Eventually Paul transitioned into the role, Principal Support Engineer.

 

In his position Paul supports CA Service Management, specifically the CA Service Desk Manager. Paul loves working with his team at CA because they are always willing to help out each other and their customers. He says:


“I still put on my “customer hat” when working with clients to ensure that I understand their side of the story.”


His role at CA also helps him combine his passion for helping people and technology.

 

Outside of work


Paul volunteers once a month at a local school by making between 450-600 bags of popcorn for students to purchase. The money from the popcorn goes to a charity for less fortunate kids in 3rd world countries. When he’s not volunteering, Paul enjoys sports like golf and basketball. He also loves traveling with his family.


“I have my family hooked on Myrtle Beach or anywhere else there is water, white sand, and sun.” All while trying to keep up with his 5 year old daughter!

 

The industry “has sped up. Clients have a lot more avenues to connect with us; communities, online chat, and social media. Its now about clients helping themselves” says Paul. And CA Support has a huge emphasis on client relations and satisfaction. “There are so many skilled and talented people participating in our communities. I am constantly learning something from other community members.” Paul goes on to mention that it is also extremely important that customers read knowledge articles, because the “more knowledge one has, the better equipped they are to tackle issues.”


OneTeamYourSuccessEveryDay-ltblue.png


Follow Paul in the Communities here Paul_Coccimiglio

 

Click here to meet more CA Support engineers Meet the CA Support Engineers

banner.jpg

Good morning CA Service Management Community!

 

CA World '15 will take place November 16-20 in Las Vegas and while we won't officially release pricing information until registration opens (planned for next week), we leaked special pricing for CA Community members yesterday: CA World '15 Pricing and Discounts for CA Community Members

 

Briefly, the early bird rate (register before September 18) is $1,295 -- $700 off the regular $1,995 price -- and if you register by September 18 you also receive a free complimentary pass so you can bring a colleague with you! (Some exclusions do apply so please check the CA World website next week).

 

For CA World '15, we've added 50% more Pre-Conference education classes to help you get the most out of your CA investments as well as hands-on sessions on DevOps, Security, Management Cloud and our Mobile-to-Mainframe platforms.

 

Get the details about the special community offer here: CA World '15 Pricing and Discounts for CA Community Members

 

And make sure that you're following the CA World '18 Community to get all the latest news and updates!

Dear CA Service Management Community Member,

 

With so much going on in the Service Management Community I have consolidated recent activities in case you missed anything.


The CA IT Asset Manager Customer Feedback Survey – Please respond

 

Our CA IT Asset Manager customers are some of the most loyal and passionate customers we have across the entire CA Technologies family.  Your participation in the future of CA IT Asset Manager is what makes this product so special, and it’s a partnership we take very seriously. Your feedback and ideas help us maximize your investment with CA Technologies and take us to even higher levels of quality, customer experience, satisfaction and value.

 

That’s why I encourage you to let your voice be heard and take the brief CA IT Asset Manager Customer Feedback survey. Your feedback will be key in helping us understand what is or isn’t working.  The CA IT Asset Manager leadership team will review in detail the overall results, and will build out action plans based on your feedback to further improve the overall experience and value you receive from your investment with us.

 

Click http://survey.medallia.com/?product-communities&product=CA%20IT%20Asset%20Manager to take the brief survey, which should take no more than 2-3 minutes to complete.

 

Thank you!

 

Upcoming Events

 

Office Hours for CA Service Management, May 14 @ 10 AM ET

Have a question about CA Service Desk, ITAM and/or CA Service Catalog? Connect with CA Technologies technical experts to get answers via Office Hours for CA Service Management. Our team is here to help you get more out of your technology. Join us for one hour Thursday, May 14th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.


Have Your Customers Lost that Loving ITSM Feeling?- Allen Houpt CA Technologies (May 14)

Let’s face it, in this modern connected world, your service desk customers have many options when trying to resolve issues - online search, social media, etc. So how do you remain relevant to your customers so they keep coming back for more? Quite simply- provide a superior service desk experience.

 

New Member Webcast - May 2015

Are you new to the communities? Or maybe you could use a refresher on some of the site's features?

If so, please join us for our monthly New Member Webcast on Wednesday, May 20th at 12pm ET, which will include an overview of the system, a brief demo, and a Q&A session. We want you to get the most out of the CA Communities, so we're holding these webcasts monthly to help!

 

The Traveler's Guide to the New Frontier of IT Service Management- Robert Stroud CA Technologies (June 11)

IT Service Management (ITSM) has evolved dramatically and what was considered mature and effective ITSM a just short time ago is barely sufficient today. So what’s next for ITSM and are you prepared for the future?

This webcast will discuss developments in ITSM and how industry best practices are changing. Learn more about what your organization needs to do to keep pace with the new frontier of ITSM.

This session is approved for 1 priSM Professional Development Unit (PDU) credit.

 

Featured User

 

Community View: Lindsay Estabrooks, Featured User (April 2015)

Once a month we'll shine our virtual spotlight on one of the CA Service Management community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Lindsay Estabrooks, Principal Consultant, IT-EDU Consultants.

estabrooks_family.jpg

Thank you Lindsay for all your contributions to the community!

 

Tips and Helpful Information

 

Our New Service Management release delivering productivity!

FAQs - DB Cleanup Utility

New CA SAM Catalogs (v. 3.8.2) are available

CABI4::. - BOXI - Web Intelligence - Date Formats - How to change date formats - Como formatar datas

Install EEM certificate

Tuesday Tip - CABI 4.X Hot Backup Feature

Tuesday Tip - Where is Designer in CABI 4.x ?

How do change CMDB attributes tab

Product Managers for Service Management

Save the Date: CA World '15 is November 16-20

AHD04759 Error - Output suppressed due to error

CA Service Management 14.1.01 Cumulative Patch Published

Fixes published on 13/03/2015(CABI DASHBOARDS DO NOT RUN ON NO)

Fixes published on 16/03/2015(CATALYST CONNECTOR 3.2 INSTALLER)

 

Top 10 Ideas

 

right click copy/paste87DELIVERED

Allow Classic Workflow for incidents and request74CURRENTLY PLANNED

Personalize views69UNDER REVIEW

Development to QA to Production Promotion Utility64CURRENTLY PLANNED

Multiple file upload53DELIVERED

Easily Convert Incident to Request, and vice versa.50NOT PLANNED

Attachments on Configuration Items47DELIVERED

Ability to migrate web forms (htmpl) from one release to another49CURRENTLY PLANNED

Ability to add an attachment to a notification47DELIVERED

Ability to migrate web forms (htmpl) from one release to another46NEW

 

That's it for now folks but I'm sure there will be a lot more soon! Take a moment to get in on the CA Service Management discussions and make your voice heard!

 

Regards,

 

Chris_Hackett

Community Manager, IT Business Management

When a user contacts the service desk it is almost always for one of three reasons – they want help to resolve or fix something or they want something new entirely. As a result, service management organizations have become very good over the last 20 years at implementing processes to queue or triage problems to get the users what they want in the most appropriate manner. 

 

But with the rate and pace of change rising along with user expectations for speed, service managers must be more proactive. They cannot wait for a user to inform them that a service is down or wait for a technician to physically visit the user. Enter an era where the service manager simply has to deliver faster, assuring productivity for both the analyst and the organization.

 

This is precisely where CA’s easy-to-use Service Management solutions are aiming, empowering the analyst to deliver productivity. This is productivity not just in the roles of the service manager, more importantly we’re talking about driving productivity for the end user. 

 

This is similar to when you order an item from an online catalog. There are multiple steps involved from fulfillment of the inventory to packaging to delivery of the item to you. All of this is measured to assure timely delivery. Within this process there is extensive automation and even robotics involved. The power of CA Cloud Service Management (CA CSM) empowers the service manager to deliver the same time of power to IT services ordered in the organization. As a result the productivity of the service manager is enhanced.

 

Another scenario supported is the ability to automate the request for a development test environment. CA CSM has native integration with VMware and EC2 so you can automatically request and deliver a provisioned environment to ensure that testing can continue without delaying progress or impacting productivity.

 

And what about when you call the service desk to report the failure of an asset that may or may not be in warranty? Integration between CA CSM and the warranty information allows the agent to be immediately aware if you are covered by a warranty or not.  Furthermore, if your device is out of warranty then the process can automatically initiate the procurement process while ordering a “loaner” device to keep the user productive.

 

Watch this video overview of the latest release of CA Cloud Service Management, to see how CA is taking the productivity of the analyst and the consumer of technology enabled business to a new level.  You will see the powerful new “Drag-and-Drop” workflow engine and our various integrations, which will allow service organizations to rapidly deliver automation not just within CA CSM, but also across the enterprise in way that makes you and your users more productive.

 

Given the capabilities of CA CSM, what will you automate to drive productivity? Share your thoughts with the community, and I’m sure it will spawn more ideas!


Robert E Stroud

@RobertESTROUD

Once a month we'll shine our virtual spotlight on one of the CA Service Management community's members. It's just a fun, easy way for us to get to know one another a little bit beyond our work-related interactions here on the site. This month, we're featuring Raghu Rudraraju, Principal Support Engineer, CA Technologies.


Raghu Rudraraju.png


Location:  Lisle, IL. It’s a few miles west of Chicago.


Current Gig:  Helping CA Service Management consumers


One word that describes how you work:  Helping


How do you use CA Communities and any suggestions for others? I do use a mixture of email, browser and mobile-app mechanisms to get updates and respond.  In the end, it all depends on the location/time when reviewing/replying to content. Email notifications could get overwhelming though, unless appropriate routing/filtering is done.

Mac or PC?  PC
 
Mobile Device? I do have an iOS and an Android device with me.  Former is what I use more these days.

Apps/software/tools you can’t live without? Chrome/Firefox and Notepad++


Besides your phone and computer, what's your favorite gadget? My kids,  oh wait….

What’s your daily work space like? A make shift stand-up workspace that I setup for fun, to keep me on my feet often

How do you balance life/work? Did I mention my favorite gadgets (err.. kids) earlier?  Got two little kids and a lovely wife, with whom I love to spend any available time.

Best advice you can give and you have received? A wise man once said, make it a habit to learn at least one new thing every day.

What everyday thing are you better at than anyone else? none