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Maturity is a funny concept. Most of us think of maturity as a positive thing. When we’re young, all we want to do is grow up and be more mature; we even measure our height and etch it on a doorMaturity Blog Image.png jamb to gauge our progress. Maturity is considered foundational to being disciplined and making rational, socially responsible decisions.  Books provide us guidelines to raise mature, responsible children and professionals will help if we struggle.  Even wine tends to get better as it matures in the bottle. But as we get older and more mature, most of us would pay dearly to be young again. There are many parallels with ITSM maturity.


Like a child, almost every ITSM shop has a goal to increase ITSM maturity. And like the door jamb, Analysts have created models to measure and track ITSM maturity. As for guidelines, standards bodies have documented the nirvana of ITSM process models and consultants stand by to help. And here we stand after 20+ years of ITSM, wishing we could go back and simplify things and do things better knowing everything we know now. So what happened?


The reality is that most shops are at a very low ITSM maturity level and are failing to advance that state. People, processes and technology have changed, but ITSM has not. ITSM has operated under the premise that adding sophistication and customization is a good thing, but now that we are older, we look back and think, “Hmm. I wish I could go back and….” It is time to rethink this premise. The good news is this time we can go back and try a different way!


Today, no matter where you are on the ITSM maturity spectrum, to grow, you need to think simple, personal, and fast and continually measure your progress. Today’s workforce demands a social, consumer experience - think simple, collaborative, personal and fast – rather than a “technical UI” with a million bells and whistles. ITSM processes need to reflect and exploit the reality of today’s technology, workforce and business culture. ITSM Agility is needed to respond to IT consumer demands FAST or the user will go elsewhere for services and not return. And everyone must be able to measure progress and success at all times.


So we can continue to watch ITSM age as it has with little progress, or we can reset the clock and drive ITSM maturity higher which is what most of us want. The decision is ours and the right tools can play a key role. Read how our latest CA Service Management release provides innovative capabilities to help you grow in ITSM check out our website. You’ll see that it is a simple, personal and measured way to ITSM maturity.


And when we are all there at the top of ITSM maturity, maybe we can break out that mature bottle of wine and celebrate.


Our next ITSM global webcast, It’s Time to Grow Up: 8 Ways to Increase ITSM Maturity, will be held on Wednesday, July 27th.  Below are the details and a few things to check out ahead of time.

Webcast Abstract

With all the technology and process improvements over the past 20 years, and with almost every IT organization wanting to increase ITSM maturity, you would think that maturity levels would have increased; but that is not the case.  This webcast will discuss how to increase ITSM maturity in eight different areas including user experience, process automation, and incident, problem, change, configuration, request and knowledge management, and more.


Here are the details:

Date: Wednesday, July 27th

Time:  9:00am PT / 12:00pm ET / 4:00pm GMT

Speaker:  Allen Houpt - CA Technologies

Registration Link:



ITSM Maturity Calculator

In the meantime, why not check out your organization's ITSM maturity with CA's ITSM Maturity Calculator? It takes just a few minutes to complete and provides your organization's ITSM maturity in 8 areas. And, it shows how you compare to others who have completed the assessment.

Maturity Assessment.png

Click Here to Assess Your Organization's ITSM Maturity


Hope to see you at the Webcast!

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.


Member Activity

Ask a Question, Get an Answer (July 8 - July 15)

It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed". To help further responses to all questions I am starting the following campaign.

Shoutout to all the members who helped out with the unanswered questions so far! Thank you for all your help!

questions and answers.jpeg


Upcoming Events

CA Service Management Office Hours: A Live Online Chat (July 2016)

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, July 14th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.


Did You Miss?


Announcing the xFlow Service Desk Analyst User Experience

Hear about exciting new capabilities like Cardview, Weather, Heat and Service Genius and the value they deliver to your Support organization and its customers.


Hear the CA ITSM Product Management and Product Marketing teams present:

All the new user experience features that redefine the service desk analyst’s day

A demonstration of the new user experience

How to get this new standard feature of CA Service Management


Check out the Replay HERE: Replay - CA Service Management Community Webcast - Announcing the xFlow Service Desk Analyst User Experience


The New CA Service Management Reporting Engine

This new reporting engine is replacing the CA Business Intelligence 4.1 (SAP Business Objects) as the CA Service Management reporting engine. In this webcast, learn about the exciting new capabilities, what it means to existing customers and the value it presents. Hear the CA ITSM Product Management team present:

    • The future of CA Business Intelligence 4.1 in CA Service Management
    • What’s this mean for existing CA Business Intelligence implementations
    • Introduction of Jaspersoft
    • What’s included and what’s not
    • When will it be available
    • Q&A

Check out the Replay HERE: CA Service Management Community Webcast The New CA Service Management Reporting Engine


Community Member Spotlight






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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