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We have an action-packed IT Service Management (ITSM) and IT Asset Management (ITAM) CAW ITSM Guide.PNGagenda at CA World 2016 which is being held Nov 14th to Nov 18th 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 ITSM and ITAM.  All this is spelled out in the first edition of our Program Guide(more sessions and details will be added over the coming weeks so keep checking back).

Click Here to View Program Guide


CAW 2016 Catalog.PNG

You can get even further detail on each session by visiting the CA World Session Catalog and selecting the Service Management Area of Interest from the drop-down menu.

                       Click Here to View the Session Catalog


Here are some of the CA World 2016 ITSM and ITAM highlights: 

  • Education Sessions: Topics and best practices covering process automation/workflow, reporting/dashboards, change and configuration, software asset management and more.
  • Case Studies: Customer case studies focused on ITSM/ITAM maturity, user adoption, service catalog, IT Operations Management integration, process automation and more.
  • Technology & Market Sessions: CA leaders and authors presenting trends, vision and roadmaps.
  • Tech Talks: Focused, small-group sessions on topics including Mobility, Agile ITSM, non-IT use cases and more.
  • Smart Bar: Access to CA product managers, SWAT resources, etc. for one-on-one discussions on ITSM, ITAM and product topics of your choice.
  • Product Demos: Live demonstrations of current and near-term product capabilities for CA Service Management solutions including service desk, self-service/catalog, asset management, reporting/dashboards,...
  • And the Fun Stuff: Concert performances by Rob Thomas and Capital Cities; Keynotes by Captain Scott Kelly - history-making U.S. astronaut and retired U.S. Navy captain, and Burt Rutan - Aerospace legend and entrepreneur and Virgin Galactic spacecraft designer.


Sign up now click the image below; make sure to check out special Super Saver and Alumni rates.



Hope to see you there!!!


Register for CA World '16 today: CA World ’16 - CA Technologies


We have some really exciting and interesting CA Service Management Pre-Conference Education sessions on Monday and Tuesday of  CA World (November 14th and 15th).  The sessions are listed below and listed in the on-line listing of classes). 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! And these sessions are in addition to the two days of general ITSM sessions on Wednesday and Thursday; more on the general sessions in an upcoming blog.


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.
Upgrading to CA Service Management -
Are you getting the most out of your IT service management investment? Would it make sense for you to upgrade in the near future? Hear about why you should get current and how the CA Service Management, upgrade factory program can make it even simpler to upgrade.

Hands-on Lab: The New CA Service Management xFlow User Experience for the Service Desk Analyst - Learn about and get your hands on the new service desk analyst xFlow user experience of CA Service Management. This new feature, made available in version 14.1.03, delivers an experience designed for humans and built for service. Learn how features like Cardview, Weather, Heat, and Service Genius help analysts deliver service the way they want to work and deliver the quality of service their customers expect.

Get a Jumpstart on CA Service Management's New Jaspersoft Report Engine - Learn about the capabilities and features of CA Service Management's new reporting engine, Jaspersoft. Learn what reports are available out-of-the-box, and how to build reports of your own. This session will be a combination of lecture and demonstration of the Jaspersoft reporting tool.

Hands-on Lab: 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 with Unified Self-service, a one-stop-shopping experience from anywhere at any time. Topics covered include collaboration, federated search and more. See how these same capabilities can be leveraged by business consumers, decision makers as well as support and other IT service management (ITSM) power users.

Make Better Sense out of the World of CMDB and Change Management - Using examples from CA Service Desk Manager's CMDB and Change Management capabilities, learn about best practices, tricks and processes that can make this traditionally complex area easier. Areas covered will include discovery, federation, reconciliation, synchronization, rogue changes, service modeling, and more ... 

Hands-on Lab: Building Advanced Dashboards with Xtraction for CA Service Management - 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.

Building Basic 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 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 an Awesome Catalog of Services People will Want to Use "Build it and they will come." - Learn how to easily get services into the hands of your business consumers with CA Service Catalog. This session will include both lecture and demonstrations covering defining services in business terminology with appropriate costs and service levels clearly presented.


Asset Management Pre-conference Educations Sessions

CA Software Asset Management - Key Customer Topics - This is an informal discussion group consisting of CA IT Asset Manager  software asset management (SAM) customers and CA Product Management focusing on key topics in SAM. Topics will be determined by the group and the session will be led by CA Product Management.

Beyond Software Compliance: Show Me the Money - Simulation & Optimization Discovery, identification, reconciliation, license models, ... some of the key ingredients to successful software license compliance.  But the latest releases of software asset management capabilities in CA IT Asset Manager, have introduced features like simulation and optimization that go beyond just license compliance, providing potential significant additional cost savings and risk reduction. This session explores these new capabilities in depth: how they work and what you can expect from them. 

Software Asset Management Jump Start: Ingredients to Success - Just starting out in software asset management (SAM)? Or are you concerned about the impacts of decisions made some time ago? Attend this session and learn about the ingredients to SAM success that can jump start or redirect your SAM program onto a successful course. Using CA IT Asset Manager, software asset manager capabilities as an example, investigate organizational considerations, setting proper expectations, team/resource planning, building an enablement roadmap, outsourcing considerations and more ... all contributing to a successful SAM experience.

Covering Your "Assets" - Don't get Caught with Your [Software] Pants DownDo you ever feel like you are trying to boil the ocean when all you need is a water for a cup of tea? Well that's what an ill targeted software asset management plan can feel like. Using software asset manager capabilities in CA IT Asset Manager as an example, find out how to identify the software in your estate that really matters, that's important, for which there is demand. Learn where to focus and where not to. Investigate streaming, software subscriptions and other impactful topics to enhance your software asset manager success.

Taking the "Hard" out of Hardware Asset Management - With so much attention on software compliance, is the art of managing hardware assets taking a backseat? This session takes a deep look into how to best leverage CA IT Asset Manager (CA Asset Portfolio Manager) to more effectively manage your hardware assets. Not only learn about how to better use the core features, but also get into the nitty gritty of some of how to employ some of the more obscure capabilities that could provide significant return on your efforts.

Software Asset Management: Working in the Trenches - What's it really take to run a successful software asset management (SAM) program? This session explores a day in the life of a software asset manager by diving into best practices and practical considerations for successful SAM. Learn about what you really need to pay attention to and the necessary steps to follow and precautions to take.


Hope to see you there!!!    Register today at: CA World ’16 - CA Technologies

We are pleased to announce the continuation of our CASM "Meet the Expert" series focused to help you get the most out of your solution. Each month the CASM team will deliver an education based webcast on various aspects of the product with the goal of offering greater visibility into key capabilities and best practices in order for you to get the most value out of your ITSM solution. Listed below are the first three community webcasts, and at the beginning of each quarter we will post a new set of webcasts for you to join. The webcasts will be recorded and available for viewing after the event for customers who might not be able to attend the live session.


All upcoming and recorded sessions will be available from this link. The WebEx for each session is available via this doc page as well.


CA Service Management Community Webcast Series


We look forward to seeing you on the webcasts!


CA Service Management Community Webcast: Think Customer First - Unified Self-Service and Service Catalog – August 30th 11am EST

Is your self-service or service catalog solution looking neglected and dying on the vine?  Are your customers asking for new ways to communicate and collaborate? Then it’s time to take a look at Unified Self-Service and Service Catalog and learn what it takes to not only get your customers re-engaged, but thriving!


In this session we’ll take a look at why a unified user experience is critical to keeping your customers engaged, but also how mobility, collaboration and knowledge search are key components to helping ensure your self-service and service catalog stays fresh, relevant and keeping your customers satisfied.


Presented by John Weston, Sr Principal Consultant, Presales


RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - Unified Self-Service and Service Catalog – August 30th 11:00AM ET


CA Service Management Community Webcast: Process Automation in the Real World – September 27th 11am EST


Are you trying to take service delivery to the next level but are having trouble figuring out how?  Are you looking for ways to increase efficiency, while keeping costs down?  Process automation is the engine, designer and orchestrator that can help you deliver the right level of service to your customers when they need it.


Join us for this informative and educational webinar where we will take a look at how Process Automation can take Incident and Request Management to the next level while keeping costs down and increasing your customer’s satisfaction.


Presented by Ed Luna, Sr Principal Consultant, Presales


RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - Process Automation in the Real World – September 27th 11:00AM ET


CA Service Management Community Webcast: ITAM – Getting Control of you IT Assets October 25th 11am EST


Are you tired of running off spreadsheets and not knowing what assets are being used, how many you have on hand, or how much they are costing the business?  Our ITAM solution can you help you transition from manual processes that expose the business to cost overages and risk, to an automated and complete solution that helps you better manage costs, allocations and audits more effectively.


Join us for an informative session where we’ll discuss ITAM best practices and show you some of the key solution capabilities around software asset management, license management, and financial management that can help you get a better handle on your assets and what they costing the business.


Presented by James Stasis, Sr Principal Consultant, Presales


RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - ITAM – Getting Control of Your IT Assets - October 25th 11:00AM ET

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

CA ITSM - Ask a Question, Get an Answer (August 5 - August 12)

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



Register for CA World '16 | November 14 – 18, 2016

The CA World team has done an amazing job building upon the success of last year's event, while enhancing the programming in response to your feedback. CA World is your opportunity to gain valuable, actionable knowledge and insights to help your company get an advantage in the application economy.

CA Service Management Office Hours: A Live Online Chat (August 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, August 11th @ 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?


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


CA Webcast: It's Time to Grow Up. 8 Steps to ITSM Maturity.

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.


Speaker:  Allen Houpt - CA Technologies

Replay Link:


Community Member Spotlight






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Top 10 Latest Ideas by Activity

Survey per tenant configuration8NEW

Different Surveys For Tenants2NEW

Tenant Survey10NEW

List and Card View Attributes - xFlow5NEW

Specify "domain" on Contact record, in SDM/ITSM3NEW

Mobile APP: Upload all type of files.24NEW

Allow longer xFlow work stream labels6NEW

Mobile App Suggestion0NEW

Disaster Recovery approaches for Service Management products44UNDER REVIEW

Best Practices document for Managing a service in Service Catalog6NEW


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