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Hello CA Service Management Community,


New CA Service Management Survey


Today the CA Service Management Product Team launched a survey designed to gain insight into changes and challenges our customers are facing delivering optimal service and support experiences to their business consumers, IT teams and management.  The results of this survey may be used for validating product direction and strategy, marketing message and more.   


3rd-party email from TechValidate


We partnered with industry expert, TechValidate, who is administering the survey and ensuring the process is transparent and the outcomes non-biased.  This survey is being sent to a random group of CA Service Management customers via an email from our Community Lead, Chris Hackett, a CA employee. The email points to a TechValidate protected site hosting the survey. Please note that if you receive this email, this is not spam; it is a valid email from the CA Service Management Team.


We appreciate your time and effort should you receive this email and complete the survey.


Thank you!


CA Service Management Product Team


Register for CA World '15 today: CA World ’15 - CA Technologies

We are planning some exciting and interesting CA Service Management Pre-Conference Education sessions on Monday and Tuesday of  CA World (November 16th and 17th).  The sessions are listed below and already listed in the on-line CA World Session Catalog (search on 'ITSM', 'service management' or 'asset manage' to view all ITSM sessions).


This is a great opportunity to do a deep dive on some aspects of the products that you have been using, or just to learn more about any of our solutions!


CA Service Management Pre-conference Educations Sessions


What's New in CA Service Management - Learn about the major capabilities added to CA Service Desk Manager and CA Service Catalog in the last several releases (since 12.0) from CA Product Management.


Get the Most Out of CA Service Management Unified Self-service - Learn exactly what is possible with CA Service Management to enable self-sufficiency of your business consumers. Also see how these same capabilities can be leveraged by support analysts and other IT service management (ITSM) power users.


Building Basic ITSM Workflows in CA Service Management - Learn how to build basic ITSM process workflows. Examples will use flows relevant to common service management processes.


Building Advanced ITSM Workflows in CA Service Management - Learn how to build advanced  IT service management (ITSM) process workflows with CA Process Automation. Examples will use flows relevant to common service management processes and integrations.


Building ITSM Reports and Dashboards with CA Business Intelligence Tools - Learn how to build reports and dashboards in CA Service Management using out-of-the-box capabilities of CA Business Intelligence tools - BusinessObjects XI (a.k.a. BOXI) or CA Business Intelligence (a.k.a CABI). Understand how to add business value and IT relevancy through creating and proving analysis everyone can use.


Advanced and Reporting Dashboards with Xtraction - Having the right information at your fingertips at exactly the right moment to get that project approved is critical. Static dashboards are no longer acceptable. In this session you will see an IT service management (ITSM) dashboard being built using Xtraction for CA Service Management. See how it can be modified in seconds, demonstrating the power and value that advanced reporting and dashboards bring to ITSM.


Effective Change/Configuration Management with CA Service Management - Learn important IT service management (ITSM) tips and best practices for how to implement CA Service Management's CMDB for maximum change benefit. The session will include such topics as service modeling, discovery, change audit control, federation, reconciliation and synchronization, and will be taught by CA experts in CMDB.



Asset Management Pre-conference Educations Sessions


Get the Most From Your Software Licenses with CA Software Asset Management - Learn some of the critical underpinnings of software asset management from CA experts. Best practices and tips will be highlighted with emphasis on optimizing licenses via software asset management solutions from CA Technologies.


Managing Software Entitlements in Software Asset Management Solutions from CA - This session will focus on the process of registering software entitlements in Software Asset Management solutions from CA.


Zero to Compliance Using Software Asset Management Solutions from CA - This session will take the attendees through all the steps performed in the software license compliance reporting process, including discovering software, identifying license demand and ensuring you have the right software entitlement to be compliant. This informative session will be built based on a series of sequential labs that the attendee will complete to see the final result.


A Day in the Life of a Software Asset Manager - Follow along as a day in the life of a Software Asset Manager unfolds. Learn important tips and secrets for success in software asset management. This session has a heavy emphasis on effectively generating a software compliance audit report.


Offer: Buy One, Get One FREE and Community Member Discount

Register for CA World before September 18, 2015, and you’ll get a FREE registration pass for a colleague. Some restrictions apply.


Hope to see you there!!!


profile-image-display.jpgOnce 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 Gale Bacon IT Asset Manager - Principal Support Engineer, CA Technologies.


Location:  Plano, TX


Current Gig:  IT Asset Manager – Principal Support Engineer


One word that describes how you work: 

Instead of scheduling my priorities, I prioritize my schedule. After all, in support, every day is a new opportunity to solve a problem. 


How do you use CA Communities and any suggestions for others?

Login daily at the beginning of my day, and monitor for any unanswered questions in the IT Asset Manager and EF forums. 

Recommendation:  Just 15 minutes a day is all it takes to get the customers and co-workers a little assistance


Mac or PC?  PC


Mobile Device?  Yes, but don’t use it for communities … 


Apps/software/tools you can’t live without?   Hmmm…. I could still live without any of them… not sure I have a favorite.


Besides your phone and computer, what's your favorite gadget?  My kitchen Nutri-bullet!


What’s your daily work space like?  Open space


How do you balance life/work?  Make time for the important stuff


Best advice you can give and you have received? 

Received:  Give a person a fish and you feed him for a day, teach him how to fish and you feed him for a lifetime.

Give:  The most valuable antiques are good friends.


What everyday thing are you better at than anyone else?

I’m an excellent multi-tasker.   Not sure I’m better than anyone else though.

We have an action-packed Service Management agenda at CA World which is being held Nov 16th to Nov 20th in Las Vegas.  Customers, CA experts and industry analysts will present and engage in conversation about  ideas, trends, experiences and solutions that are fueling transformation in IT Service Management.  Here are some of the highlights:


  • Education Sessions: Topics and best practices covering process automation/workflow, reporting/dashboards, change and configuration, software asset management and more.
  • Case Studies: Customers speaking about driving ITSM maturity, user adoption, team approaches to ITSM, change/config management for agile ITSM, effective use of process automation in ITSM, and much more.
  • Technology & Market Sessions: CA ITSM leaders and industry analysts presenting ITSM trends and CA product vision, strategy and roadmaps.
  • Micro-sessions (Tech Talks): Focused, small-group sessions on topics including Knowledge Management, Mobility, ITIL and more.
  • Meet the Experts (Smart Bar): Access to CA product managers, SWAT resources, etc. for one-on-one discussions on ITSM and product topics of your choice.
  • Product Demos: Live demonstrations of current and near-term capabilities for CA Service Management solutions including service desk, self-service/catalog, asset management, reporting/dashboards, and more.
  • And the Fun Stuff: Concert performances by Sheryl Crow and Back Street Boy; Keynotes by Fareed Zakaria - host on CNN, author and columnist, and Steven Kotler - New York Times best-selling author, award-winning journalist and entrepreneur.


You can find general info at the CA World website and dig into session details in the Session Catalog (search on terms like ‘service management’, ‘ITSM’ or ‘asset manage’).


Offer: Buy One, Get One FREE and Community Member Discount

Register for CA World before September 18, 2015, and you’ll get a FREE registration pass for a colleague. Some restrictions apply.


Hope to see you there!!!


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.

Upcoming Events

CA Service Management Office Hours: A Live Online Chat (August 2015)

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, August 13th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.

New Member Webcast - August 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 Thursday, August 20th at 11am 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!

CA Webcast: Your IT Customers Have Changed, Have You?

Rob Stroud, CA Technologies

IT Service Management (ITSM) has focused on how to manage incidents quickly and effectively and generally speaking, we have become more operationally efficient in these areas, but what we did not foresee was the change in our users. They are comfortable searching for information online and communicating directly through social media – and they might be using tablets and mobile phones to do it. So how does your IT organization adjust especially if your ITSM technology stack is built for traditional communication?  Watch this webcast to learn the steps you can take to introduce new strategies and technology that will help you meet the needs of your modern users. See how these practical steps can help you to improve your customer satisfaction, adoption, and service management cost structure. Thursday, August 13th @ 11 AM ET

Featured User

Community Member Spotlight for July - Tiago Macul

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 Tiago Macul, Solution Architect / Pre-sales, CTIS Technologia (SONDA IT group).


Thank you for all contributions to the CA Service Management community Tiago!

Meet the Support Engineers!

Meet CA Support Engineer for Service Management: Alexandre Almeida

Meet Alexandre_Almeida - he is a Senior Support Engineer and an active member in the CA Service Management Community. Alexandre supports it asset manager and has been with CA since 2009 and works with our team at Ditton Park, just outside London.


Meet CA Support Engineer CA Service Management: Maheshwar Kusuma

Maheshwar Kusuma may be one of our newest support engineers in CA ITC Hyderabad office, but he's no stranger to our products. Maheshwar has Masters in Computing Software Technology from the UK, and has over nine years of CA product experience in his former role as a consultant. His says CA has been his "dream company"...


*****CA Process Automation 4.3 is now supported!*****


We are pleased to announce that the latest release of CA Process Automation 4.3 is now supported by CA Service Management 12.9 and 14.1 products - Service Desk Manager, Service Catalog and IT Asset Manager.

1. Find out more about CA Process Automation 4.3 here -

2. CA Service Desk Manager 12.9, CA Service Desk Manager 14.1, CA Service Catalog 12.9, CA Service Catalog 14.1, IT Asset Manager 12.9, and IT Asset Manager 14.1 download pages include CA Process Automation 4.3 for download.


Related Resources:



Tips and Helpful Information


Where can I find Spel functions documentation?

New CA SAM Catalogs (v. 3.9.5) are available in CA Service Management

Want to setup Support Automation (SA) in R12.9 or R14.1 Advance Availability? Refer this document

SPEL API methods

A useful Service Desk Manager tool: Notepad++

CA Community GO! Marking Answers as Correct

TIP: How to get a PDF copy of the online Wiki product documentation

CA SDM - CA Service Desk - AHD Codes - Error

How to get names of the form elements

AHD05528 Could not find HTMPL file

Tech Tip:  CA IT Asset Manager: New Install fails to launch the web client:  500 Internal Server Error

Tech Tip - CA SAM Full Release Update vs CA SAM Patch differences and installation

Tech Tip - CA SAM Check Installation - what is it and when to use it

CA Service Desk - Create a new Menu Tree - New node - out-of-box

dtlLookup to choose request of any type (I,R,P)

HTMPL Default files - CA SDM 14.1 - Brazilian Portuguese

General Availability Announcement for CA Business Service Insight 8.3.5

Process Explorer - Mirror

CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - Prob_Ctg

Category.xlsx Schema - CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - Prob_Ctg

How to create custom BREL/QREL/LREL attribute

Print PDF option on Wiki is temporarily disabled

CA Service Desk - Criar uma nova árvore no menu - out-of-box - Brazilian Portuguese

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

Tech Tip CA IT Asset Manager 12.9 - Steps to repoint APM 12.9 to a new EEM server

ApplyPTF - Failed to copy - Access denied (0x5)

Tech Tip - IT Asset Manager - How to Create a Field Hierarchy (Location Example)

CA Service Desk - Create a new table - out-of-box

Tech Tip - IT Asset Manager:  How to Configure APM 12.9 and CA SAM over SSL

jxplorer-3.3.02-windows-installer.exe - Mirror

Solution to:  Add a default search to a user role, see message:  The combination of Role ID and Formlet name is not unique

Create a New Table - out-of-box - CA Service Desk


Don't Forget About CA World '15 Discounts for Community Members -- Plus Buy One, Get One


Top 10 Ideas


right click copy/paste87DELIVERED

Allow Classic Workflow for incidents and request74DELIVERED

Personalize views69UNDER REVIEW

Development to QA to Production Promotion Utility64CURRENTLY PLANNED

Multiple file upload53DELIVERED

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

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

Allow inactivity timeout be a role based setting rather than a global setting.48UNDER REVIEW

Create GUI for GRLoader/ADT for CMDB48NEW

Attachments on Configuration Items47DELIVERED


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!





Community Manager, IT Business Management