Community CASM Use Case Survey Results

Blog Post created by Allen_Houpt Employee on Jun 13, 2018

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!


Feel free to contact me with any questions at