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Thanks to all who participated in the Community survey we did last month focused how customers are using CA Service Management outside of IT. As promised, we are sharing the results with you, and they are quite interesting.


In fact, the results are so interesting, we are going to have customers present their use cases in future Community webcasts and in CA World sessions. Why? Well, the fact is that while almost all are using CASM as an IT service desk, 51% are getting additional value from it by using it in scenarios outside of IT. We are thinking that maybe customers can learn from these non-IT use case presentations to gain more value from their existing investments in CASM.


Here are the results


In reality, these results aren't completely surprising as non-IT use of ITSM solutions has been a building trend over the past 5-10 years; it has gained enough momentum that it is now referred to as Enterprise Service Management, or ESM, and is a big focus of industry analysts and pundits; some have even abandoned the term ITSM and now solely use ESM. We'll have some industry pundits speak on this topic as well in the coming months. Stay tuned!


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Dear Community:


On behalf of CA Technologies, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 1 ( This Roll-Up patch is delivered for CA Service Management 17.1 and above.


Customers planning to upgrade to CA Service Management 17.1 and those who have already upgraded to CA Service Management 17.1 should install this patch in order to obtain resolutions to the issues identified in the Release Notes section of the wiki as well as to receive future fixes as detailed in the Defect Resolution Process.


Patch Content:

This update includes several fixes for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), Unified Self-Service, and xFlow. We encourage you to visit CA Service Management Release Notes for a summary of the fixes included in this patch and to also review How to Implement prior to applying the patch.

You can download your copy of CA Service Management 17.1 Roll-Up Patch 1 ( from CA Support Online - CA Service Management Solutions & Patches.


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Thank you again for your business.