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29 Posts authored by: Allen_Houpt Employee

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 allen.houpt@ca.com

CA Technologies is conducting a short CA Service Management/CA Service Desk Manager (CASM) survey that we hope will help you get more value from the product. We are interested in how customers use CASM. Are you using it in clever ways? In departments outside IT like HR, Finance, AV, Facilities...? Externally for enabling business applications like managing manufacturing defects, retail complaints, hospitality requests, facilities requests or issues, access to public services...? We will share the survey findings in the CASM Community so you can see how others are using the product and maybe learn new ways to get more value from your existing product investment.

 

The survey is being administered by TechValidate, takes less than 5 minutes and can be accessed here:

 

 

Thanks in advance for your participation. We truly appreciate it.

The CA Service Management Product Team

CA Virtual Summit

CA is hosted a Virtual Summit that included an ITSM track entitled "ITSM: What's Hot, New, Next and Not!"   We assembled a cast of ITSM industry analysts, industry experts and CA experts who discuss the future of ITSM and the service desk, and what we need to do now to be ready for it. The webcasts are free; all you need to do is click on the links below to sign up.  Here is the line up...Don't miss out on these great thought leader sessions:

 

Click on each session title for more details and to register for the session

 

Click to RegisterITSM: Helping Enable the Future Workplace

Service management helps organizations enable and support modern working practices that increasingly embody more mobile and flexible work styles. Ovum senior analyst Adam Holtby will discuss how the way people work is changing in response to digital transformation and share findings from recent Ovum research into the digital workplace and why service management is important in delivering against digital initiatives.

 

The IT Service Management Hub: A Magnet for IT Transformation Click to Register

Leveraging recent research data, EMA vice president Dennis Drogseth will examine how ITSM is evolving to become a hub for all of IT. He will share ITSM's role in integrated asset management, integrated operations and war-room needs, DevOps/agile, SecOps and ITSM’s growing role as a center for IT governance. He will explore what technologies, organizational changes, and process adoptions are critical and obstacles.

 

Click to Register

How Will AI, Machine Learning and Robotics Change ITSM?

AI, Robotics, Machine Learning.  EVP of Pink Elephant George Spalding will present how these new technologies will be exploited to change the way we do Service Management, IT and business in general. He will discuss how they will disrupt and change the value proposition of any Service Provider and our jobs (if they still exist). Listen in for an in-depth explanation of these technologies in ITSM and learn what’s coming next.

 

Click to Register

Will the Real ITSM Please Stand Up?

Thomas Mendel, Managing Director of industry analyst firm Research in Action, presents new findings derived from his recent research into 1500 IT organizations and how they use ITSM and the vendor tools they employ.  Hear about the market trends and challenges these ITSM practitioners consider important to and what ITSM practitioners think of the top 20 ITSM vendors. What you hear may surprise you.

 

Click to RegisterITSM in the Modern Software Factory: The New Way to Drive IT and Business Value

Agile, DevOps, Lean, digital transformation, cyber threats and constant change. To keep up IT must become a “Modern Software Factory” with a strong ITSM foundation. Darren Arcangel, co-author of the book ITIL® and the Information Lifecycle - Integrating Agile, DevOps and ITSM, explains the Modern Software Factory, how these things all interrelate, and the challenges and opportunities they present to ITSM and IT organizations.

 

Hope You Enjoy the Show!

Once again we had a strong contingent of hundreds of ITSM and ITAM attendees at CA World '17 who were there to learn from education sessions, hands-on labs and tech talks delivered by customers, product management and other product leaders. We hosted 50+ customer one-on-one sessions with CA management so we could hear firsthand about your goals and how we can work together to achieve them.

 

You can check out many of the great presentations on our Presentation Site under Agile Management which includes presentations from the Service & Asset Management, PPM and Agile Central tracks. Here are just a few of the ITSM and ITAM highlights:

 

Top attended ITSM Education sessions:

  1. What's New in CA Service Management
  2. Building an Awesome Catalog of Services People Will Want to Use  (PPT link)
  3. Get the Most out of Change, Release and Configuration Management with CA Service Management (PPT link)
  4. Tips, Tricks and Tools to Make Upgrading to New Releases of CA Service Management Easier (PPT link)

 

Top attended ITSM Core sessions:

  1. CA Service Management: Vision and Roadmap
  2. Quantifying Business Value with ITIL and ITSM in the Modern Software Factory (PPT link)
  3. Case Study: 5 Easy Steps to Measuring and Improving Self-service Knowledge with CA SDM at RSM (PPT link)
  4. Case Study:The Road to ITSM Success at MGM Using CA Service Desk Manager & Service Catalog (PPT link)
  5. Case Study: Transforming End-user Support Using Artificial Intelligence and CA SDM at Intergrupo (PPT link)

  

Top attended ITAM sessions:

  1. Basic and Advanced Tips to Successfully Manage Hardware Assets with CA ITAM (PPT link)
  2. Using Software Asset Management to Strengthen Your Cybersecurity (Webcast link)
  3. Case Study:The Road to Software Asset Management Maturity at First Horizon National Corporation (PPT link)
  4. Case Study: Ho CA Technologies Saved $30 Million Using CA ITAM (PPT link)
  5. Winning the Software Asset Management Game with CA ITAM (PPT link)

 

We hope you enjoy the content we are making available. If you have questions or suggestions, please leave us a comment below and we will get back to you with a response as quickly as possible.

 

Thanks!

No one is more important than our customers. That is why we need your feedback on the CA Service Management solutions and our support of them.

We recently launched a Customer Feedback Survey for CA Service Management (includes CA Service Desk Manager). This few-minute survey enables us to gauge your satisfaction with the product and our support of it. Thank you to those of you who have already completed the survey. But we need to hear from more of you! 

Our CA Service Management product team, including Product Management, Product Marketing and Support, reads each and every survey submission to help make our solutions and support better.

So please take a few minutes and complete this survey by clicking on the Survey icon below.

Click Image to
Complete Survey

Make sure to, click the "Finish" button at the bottom of the last page of the survey to submit your responses.

We're looking forward to hearing from you!

New All-Session Guide (Attached file)Click to View

Make sure to check out the attached new Service & Asset Management

All-Session Guide. Here you can view all titles, speakers, dates, times and

locations for the sessions. The guide can:

 

  • Help you decide whether to attend
  • Help you justify attending
  • Help you decide what sessions to attend
  • Be a useful resource to print and carry with you at CA World

 

You can also visit the on-line CA World Session Catalog for more details and where you can find the Agenda Builder to set up your schedule for CA World.

 

Meet Hundreds of CA Service Management and CA IT Asset Manager Colleagues

If you haven't yet registered for CA World, do it now and join the hundreds of ITSM and ITAM attendees who have registered so far.  If you haven't been to CA World before, it is more of a user group than a conference; information and idea exchange and education are key objectives. There is tremendous value connecting with this many peers, with CA executives, and with CA's service desk, service catalog, SLM and ITAM experts from Product Management, Services, Engineering and more.  Click here to register.

We have an action-packed Service & Asset Management agenda at CA World 2017 which is being held

Nov 13th to Nov 17th in Las Vegas.  Customers, partners, CA experts and industry analysts will present and engage in conversation about ideas, trends, experiences and solutions that are fueling transformation in  Service & Asset Management.  All this is spelled out in the first edition of our Program Guide (link below and attached). More sessions and details will be added over the coming weeks so keep checking back.

Click Here to View the Program Guide

 

You can get even more detail on each session by visiting the CA World Session Catalog and selecting the Service & Asset Management Area of Interest on the drop-down Filter.                        Click Here to View the Session Catalog

 

Here are some of the CA World 2017 Service & Asset Management highlights: 

  • Education Sessions: Topics and best practices covering upgrading, reporting/dashboards, change and configuration, software asset management, hands-on labs and much more.
  • Case Studies: Customer and partner case studies by MGM, Woolworths, First Horizon National Corporation, Intergroupo, RSM, Michigan State University, fusionPOINT, Deloitte & Touche, Derive Logic, CA Technologies, and more focused on ITSM/ITAM maturity, user adoption, service catalog, software asset management change and configuration management, IT Operations Management integration, process automation and more.
  • Technology & Market Sessions: CA leaders and authors presenting trends, vision and roadmaps.
  • Smart Bar: Access to CA product managers, CA Services, User Design, and SWAT resources for one-on-one discussions on ITSM, ITAM or 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 more.
  • And the Fun Stuff: Concert performances by Third Eye Blind and Counting Crows; Keynote by Jimmy Chin
    - Mountaineer, Skier and Filmmaker And.Richard A. Clarke - Former National Coordinator for Security, Infrastructure Protection and Counter-terrorism for the United States

 

Register HERE  - click at left or on the image below.

Hope to see you there!!!

CA ITAM / ITSM Webcast

Here's a thought leader webcast July 19th by CA and Derive Logic that discusses how to bring ITSM and ITAM together to drive successful digital transformation:

 

ITAM and ITSM for Successful Digital Transformation

The demands of managing Digital Transformation across the organization involves the alignment of IT suppliers, services and asset inventories. This makes an integrated approach to IT asset and service management a must. Attend or watch a replay of this webcast as ITAM experts from Derive Logic and CA Technologies explain:

 

  • why building an integrated approach to ITAM and ITSM is essential to the success of Digital Transformation
  • how to architect an ITAM governance, technology and process strategy aligned with ITSM for digital success
  • why understanding and aligning the long-term value of existing IT services and assets is key to maximizing the commercial benefits of Digital Transformation

 

Speakers:

Michel Avenel
Sr. Principal Product Manager
CA Technologies

 

Chris Gough
Chief Digital Officer
Derive Logic

 

Click HERE to register or watch recording

The CA World Registration site is now open with very deeply discounted rates until August 25th. We are planning 25 ITSM and ITAM sessions this year, plus live demonstrations, a SmartBar and other venues..

 

Pre-conference Education sessions have been finalized for Monday and Tuesday of CA World (November 13th and 14th).  These sessions are in addition to two days of general ITSM and ITAM sessions on Wednesday and Thursday the 15th and 16th; watch for more info on general sessions in an upcoming blog.

 

Pre-conference Education Sessions are delivered by our ITSM and ITAM product managers, services architects and engineers. They provide an opportunity to dive deep into specific aspects and best practices for CA Service Management, CA Service Desk Manager, CA Service Catalog and CA IT Asset Manager (both hardware and software aspects). These sessions are listed below; more details for each session can be found here (look for items with an "ITSM" prefix).

 

ITSM Sessions

  • What's New in CA Service Management?
  • Tips, Tricks and Tools to Make Upgrading to New Releases of CA Service Management Easier
  • CA Service Management: How to Design a Service Catalog That Your Users Will Want to Use
  • Get the Most Out of Change, Release and Configuration Management with CA Service Management
  • Hands-on Lab: Try Out the Innovation-Award-Winning CA Service Management xFlow User Experience for Support Analysts
  • Going Social with ITSM: Integrating Enterprise Communication Tools with CA Service Management
  • Enabling Agility in Your CA Service Management Processes with the xFlow Support Analyst User Experience
  • Advanced Reporting Tips & Tricks - How to Build a Jaspersoft Domain for CA Service Management & Asset Management Reporting
  • Hands-on Lab: Tips and Tricks for Building Your CA Service Management Solution on AWS

 

ITAM Sessions

  • Basic and Advanced Tips and Tricks to Successfully Manage Your Hardware Assets with CA IT Asset Manager
  • Winning the Software License Management Game with CA IT Asset Manager
  • Advanced Reporting Tips & Tricks - How to Build a Jaspersoft Domain for CA Service Management & Asset Management Reporting
  • Hands-on Lab: Tips and Tricks for Building Your CA Service Management Solution on AWS

 

Hope to see you there!!!    Register today at: CA World ’17 - CA Technologies

Industry Analyst firm Enterprise Management Associates (EMA) recently wrote an Impact Brief report where they review CA Service Management 17.0 and our overall ITSM and ITAM strategies. Besides covering this latest release, they say that "CA is delivering on what EMA calls 'next-generation asset management', in which service and asset management come together for full life-cycle optimization."

 

Here is an excerpt from the report, or click on the button below to read the full report.

 

 

 

That is..."Speak at and Get a Free Registration". CA World 2017, November 13-17 in Las Vegas, is the place to share experiences, tips and tricks with the CA Service Management community. We are still looking for several 30 to 45-minute IT service or asset management sessions.  And the deadline for submitting a topic for consideration has been extended to July 14th. To get a flavor for what CA World's all about for service and asset management attendees, check out last year's Program Guide.

 

Present.jpgCall for Speakers - the details

The Call for Speakers for CA World '17 is open until until July 14th. We are particularly interested in ITSM and ITAM sessions about transformative projects, compelling use cases, xFlow use stories, and best practices to educate and empower customers. Accepted speakers receive a free registration to CA World '17. Click on the icon to the left or click here to submit your session for consideration. You can find CA Service Management and Asset Management under the Agile Management track.

 

We look forward to seeing you at CA World '17!

If you were one of the several hundred ITSM or ITAM attendees at CA World last year, you know we had a great track with some highly attended sessions and demos. If you missed it, you can check out last year's Program Guide to better understand the significance and value of this event. And to make sure 2017 is just as great, if not better, we are already starting to plan CA World '17, but we need your help...

 

Idea.pngYour Ideas for sessions

The CA World team wants your session ideas! If there is a Service Management or IT Asset Management topic that you would like to see presented at CA World ’17, just drop us an email (allen.houpt@ca.com) and tell us about it. We will review your idea and consider it for inclusion and seek speakers. We are interested in  general sessions, as well as Pre-conference Education sessions you would like to see.

 

Present.jpgCall for Speakers

The Call for Speakers for CA World '17 is open from now until until June 26th. We are particularly interested in ITSM and ITAM sessions about transformative projects, compelling use cases, and best practices to educate and empower customers. Accepted speakers receive a free registration to CA World '17. Click on the icon to the left or click here to submit your session for consideration. You can find CA Service Management and Asset Management under the Agile Management track.

 

We look forward to your input and to seeing you at CA World '17!

CA Service Management received a Market Leader rating in industry analyst firm Research in Action's recently published ITSM Vendor Selection Matrix: The Top 20 Global Vendors 2017. CA was tied for 1st in Execution and received 2nd in Strategy across the top 20 ITSM solution vendors.

What's more important is that this industry analyst's rating methodology is different from that employed by other analyst firms in that their ratings do not rely on vendor input (vendor survey responses, videos, briefings,...). Instead, Research in Action surveys 1,500 IT shops and bases their rating on the customer responses and their own research, thus reducing, or maybe eliminating vendor bias in the ratings. Take a look at the Full Report, where you will see how each vendor did in 8 criteria and learn about several trends impacting the future of ITSM. Enjoy!

 

Today, CA Service Management's xFlow user experience received the Silver Medal for the prestigious Pink Elephant 2016 ITSM Innovation of the Year award. The honor was presented to CA Technologies at the Pink Elephant Conference in Las Vegas. Per Pink, "This award recognizes a product or service developed by an IT services vendor that has taken an innovative approach to address a specific business problem or opportunity." CA Service Management was well represented at the award ceremony and show; we were a Gold Sponsor with a large booth and session slot.

 

Adam Henrich of CA was there to receive the award on the main stage where they played a video of xFlow before presenting the award. Since its release in June 2016, CASM's xFlow user experience for support analysts has received positive recognition from industry analysts, customers and now this prestigious award. For those of you who saw our recent Community webcast detailing the CASM Vision and Roadmap (view recording), you know there is more to come as we bring differentiation and innovation to a market many considered to be commoditized.

ITSM professionals eagerly gathered at CA World in Las Vegas to hear how CA is bringing Agile Transformation to our ITSM customers. We are proud to say that once again we had a large contingent of almost 450 attendees with an interest in ITSM or ITAM. Attendees were there to learn from pre-conference educational sessions, breakout sessions and tech talks delivered by customers, product management and other product leaders. We hosted many customer one-on-one sessions with CA management so we could hear firsthand about your ITSM goals and how we can work together to achieve them.

 

To make sure our broader ITSM customer base, user community and industry in general can leverage the great content presented at CA World, we have posted most presentations on our SlideShare channel (please note more presentations, where applicable, will be uploaded throughout December). This includes presentations from PPM, Service Management and Agile Central channels, all aggregated within the Agile Management section of our CA World SlideShare. Here are just a few of the highlights:

 

The top attended ITSM pre-con education sessions:

  1. What's New in CA Service Management (PPT link)
  2. Building an Awesome Catalog of Services People Will Want to Use  (PPT link)
  3. Making Better Sense out of the World of CMDB and Change Management (PPT Link)

 

The top attended ITSM customer and CA led sessions:

  1. CA Service Management: Vision and Roadmap
  2. Case Study (Woolworths, SA): Integrating ITSM Processes to Improve Systems Stability and Reduce Outages and Downtime (PPT link)
  3. Customer Panel (Belk Inc., Blue Cross/Shield of Alabama, AXSOS): Get With the xFlow – CA Service Management Customers Tell Their Stories About the New xFlow User Experience
  4. Case Study (Cerner, Inc.): ITSM - Process Automation @ Cerner: We're All In! (will be posted to above SlideShare soon)

 

The most popular ITSM demo pods:

  1. Service Desk & xFlow Support Analyst Experience (CA SDM)
  2. Request Management & Self-service (CA Service Catalog, Unified Self-service)

 

We hope you enjoy the content we are making available throughout the month. If you have questions or suggestions, please leave us a comment below and we will get back to you with a response as quickly as possible.

 

Thanks!

 

Allen