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Dear Community Members,


We are pleased to announce the General Availability of CA Service Management 17.1. The Feature Walk-through provides a quick overview of CA Service Management 17.1. You can also review the Release Notes for a summary of all the new features and enhancements. This release also includes several bug fixes and security improvements.

The product documentation for other supported non-English languages is expected to be published on March 23, 2018. We encourage you to take advantage of the collaborative features of DocOps.

CA Technologies is continually working to improve our software and services to best meet the needs of our customers. In accordance with the CA Support Policy and Terms (, we would like to inform you that we are discontinuing technical support for CA Service Desk Manager14.1, CA Service Catalog 14.1 and CA IT Asset Manager - Asset Portfolio Management 14.1, along with their respective service packs, cumulative patches, and supported languages, effective December 31, 2018. This will allow our Development organization to more effectively focus its resources and add value to the next release of CA Service Management. After December 31, 2018, CA Technologies will continue to make self-service support available until the end of your current maintenance term.

At this time, we encourage you to plan for the migration to CA Service Management 17.1 (CA Service Desk Manager 17.1, CA Service Catalog 17.1, CA IT Asset Manager - Asset Portfolio Management 17.1) or a later release as soon as possible, so you can take full advantage of the features and enhancements the release has to offer. For more information on CA Service Management 17.1, please visit CA Service Management 17.1 at CA Technologies Documentation or CA Support Online (


You can learn more about the product roadmap for CA Service Management by registering for an upcoming product roadmap session at You can also join the customer validation community to get a preview and test a future release before its General Availability.


As CA Technologies would like to make your upgrade to CA Service Management 17.1 as straightforward as possible, we are offering the following:

  • The latest supported Version/Release of CA Service Management product, at no charge, as long as you have an active maintenance contract for the respective CA Service Management product.  Documentation to help you prepare for your upgrade to the new Version/Release can be viewed under the CA Service Management 17.1 wiki at CA Technologies Documentation.
  • Engaging CA Services can help you accelerate time-to-value by assisting you with any or all parts of your upgrade.  CA Support complements our services team by providing upgrade support services to help ensure your success. Upgrade support services provides 24x7 access to CA Support and direct access during business hours to a designated support resource who will provide support on the End of Service version from upgrade start to finish, and for 30 days after your upgrade is complete.  Additional information can be found in Seven Strategies for Successful Upgrade and Upgrade Services available on   Please contact your CA account representative to receive a quote for such services.
  • Upgrade assistance from qualified local CA partners.  For more information and a list of partners in your area, please contact your local CA Channel Partner Group office, (
  • CA Extended Support, a CA Technologies support offering, that extends support for CA Technologies software product versions or releases that have reached End of Service. CA Extended Support may be available for a limited time after the End of Service date. Please note, however, that in most cases CA upgrade services will provide a more cost-effective and valued approach than CA Extended Support alone.  Please visit our website, CA Support Online ( for more information.

As part of the ongoing updates to the Idea backlog, we will be moving several Ideas to the "Not Planned" stage due to lack of community support across the Service Management community. As such, we have determined that Ideas still in a "New" or "Under Review" stage that are low scoring and submitted over 6 months ago will be moved to "Not Planned".


If you find that an idea that is moved to "Not Planned" should be reconsidered, we welcome you to create a new idea but ask for you to please consider searching the community first to find a synergistic idea and vote on it. If you need to create a new idea, please be sure to document the business problems that would be solved, the use case, the type of user, and the business value expected from having this feature.


Thank you!

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.



Within the Service Desk Manager's "Web Screen Painter" (WSP) there exists an option "Schema Designer". This feature allows you to create custom database tables and columns, which you can use within Service Desk Manager.


I've compiled a few useful documents for the Communities that provide some details on how the Schema Designer works, as well as some useful things to look into in case you run into an issue.


1. You can find the full documentation on the Schema Designer here:

How to Modify Schema Using Web Screen Painter - CA Service Management - 14.1 - CA Technologies Documentation 

There's a lot of information how to use the tool.


2. This document provides some additional information on some things to look into if the schema publish fails:

Web Screen Painter schema modification - How it works and what to check if it goes wrong. 


3. This document provides some specific details for using the schema designer in an environment with Advanced Availability enabled:

How to Perform Schema Changes using Web Screen Painter on Advanced Availability Configuration 

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.

In times past the only avenue for communication to Service Desk Manager through web services involved using SOAP calls. More recent releases now also provide the ability to communicate through REST web services calls, and in fact the Service Management mobile application communicates via REST as well. After deploying REST you may wish to test the communication, but aren't sure how. I'd like to highlight a very useful document that provides a detailed step by step guide on how to use the tool "SoapUI" to test RESTful web services calls. If you're starting to prepare to use your own REST applications, or plan to use the mobile app, this is a great guide to assist in your testing.


Is there a tool I can use to test CA Service Desk Manager REST Web Service functions? 

In the IT universe, we have continuous integration, continuous testing, continuous delivery, continuous deployment, and continuous service improvement, just to name a few. The overall intent is to automate as much as possible to reduce risk and, yes, bring continuous business value.


If you follow DevOps, you probably have a good grasp of the meaning and significance of most of these terms. However, you may not know as much about continuous service improvement (CSI), since it’s not typically mentioned in the same breath with the others. In official ITIL books, CSI is described as a key phase and good practice in implementing IT service management. In this post, I’ll provide a definitive description and talk about how CSI should be used in conjunction with the other “continuous” buzz phrases mentioned above. For dessert, I’ll throw in some thoughts on how CSI fits into the scrum framework.


CSI is a phase that a service goes through in the IT service management lifecycle. (Other ITIL phases, which are out of scope for this post, include service strategy, service design, service transition and service operations.) The goal of CSI is to ensure that a service will continue to align to an organization’s business needs, even as those needs change. CSI uses knowledge management good practices that transform data into information then into knowledge and finally into wisdom, which is used for implementing the correct improvements. Using metrics to identify and implement improvements to IT services that support business processes, CSI is also a great way to determine an IT service provider’s performance by quantifying the provider’s value.


Ready, Set, Go


Step 1 of the seven-step CSI process is identifying the strategy for improving the service. Identifying the strategy requires us to understand and define the organization’s goals and vision for the improvement and how the improvement would impact business needs.  


Step 2 is the very important step of defining what should be measured, a step that will drive the metrics on which we build reports. For reports to be truly useful, we need to define—up front—the services we should measure, why we should measure them, their key performance indicators, and how a successful service would perform. 


Step 3 is creating a metrics baseline. To do that, we need to determine who uses the services and when and how they are used.


Step 4 moves us from raw data to information by processing the service’s data from, say, a gap analysis. In step 5, we analyze the data and compare it against goals we defined in step 1. We use the quantifiable knowledge to determine if we were successful in making an improvement.


In step 6, the results are presented to stakeholders. We determine action plans, road maps, etc. 


In step 7, the improvements are implemented.


At that point, the process begins again, focusing on improvements to new or existing services. 



CSI and the Scrum Framework


As a CA Services architect who designs and implements our solutions, I appreciate using an industry good practice such as CSI to quantify ROI and/or a service improvement and demonstrate an implementation’s success.


However, can CSI, an IT operations process, be integrated into a scrum framework or DevOps process? To answer this, let me walk you through a typical scrum process:


  • To get the ball rolling, a product owner, who represents the end user, has a product improvement idea and convinces stakeholders to fund the improvement: CSI step 1 helps here. 


At that point, a scrum master is engaged to facilitate the sprint that will deliver the product improvement. A delivery team (engineers, architects, etc.) decides how to do the work. The product owner, scrum master, and delivery team make up the scrum team. The scrum team has roughly 30 days (a sprint) to deliver the product improvement. To get there, they take these steps:

  • The product owner creates a product backlog of requirements or user stories: this is a good place to apply CSI step 2. 
  • The rest of the scrum team refines, updates and prioritizes the user stories. The delivery team develops a release plan that maps user stories to sprints and develops the code, architecture, and infrastructure. The team identifies tasks, discusses issues, makes cost and timeframe estimates and implements continuous integrations and continuous delivery processes. The team also defines what “done” is: CSI steps 3 and 4 help with these processes. 
  • Once the tasks are complete, stakeholders are invited to a sprint review, which typically includes a product demo and a walk-through of user stories: This aligns well with CSI steps 5, 6 and 7.


The last phase of the scrum framework is the sprint retrospective, in which the scrum team reflects on recent improvements, identifies how it can become more efficient and makes adjustments for the next cycle.


CSI is not only a useful tool in and of itself; it also can help us facilitate and manage the scrum framework. To continue this conversation, please visit me at CA World 2017, where I will present a session on leveraging ITIL to quantify business value (session AMT32T) or connect with me on Twitter @DarrenArcangel or LinkedIn.

Dear Community User,


We are pleased to announce the availability of CA Service Management 14.1 Cumulative Patch 4 Roll-up #1 ( This cumulative patch is delivered for CA Service Desk Manager 14.1.04, CA Service Catalog 14.1.04, and CA Asset Portfolio Management 14.1.04.


We recommend upgrading your CA Service Management implementation to the latest release to take advantage of all current features and improvements. If you are unable to upgrade to the latest release, CA has made a patch available for CA Service Management 14.1.04. Customers with CA Service Management 14.1.04 should install this patch if you are interested in obtaining resolutions to the issues identified in the Release Information 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 documentation wiki to review the fixes included in this patch and how to implement the update.

You can download your copy of CA Service Management 14.1 Cumulative Patch 4 Roll-up #1 ( from CA Support Online - CA Service Management Solutions & Patches.


Need More Help?

CA Support Lifecycle Policy:

As part of the ongoing updates to the Idea backlog, we will be moving several Ideas to the "Not Planned" stage due to lack of community support across the Service Management community. As such, we have determined that Ideas still in a "New" or "Under Review" stage that are low scoring, aging, and/or do have not had input this year will be moved to "Not Planned".


If you find that an idea that is moved to "Not Planned" should be reconsidered, we welcome you to create a new idea but ask for you to please consider searching the community first to find a synergistic idea and vote on it. If you need to create a new idea, please be sure to document the business problems that would be solved, the use case, the type of user, and the business value expected from having this feature.


Thank you!

Dear Community User:


Today, we are pleased to announce the availability of CA Business Service Insight 8.3.5 Cumulative Patch 3 (

As part of our ongoing commitment to customer success, we regularly release updated versions of our products. This patch includes several quality, stability and security improvements, bug fixes, and enhancements including the following:


  • Ability to configure empty report data per report in a booklet
  • Support IE11 Enterprise Mode
  • Support Oracle 12c
  • Support Windows 10
  • Support JDK 1.8
  • Vulnerability and functional issue fixes


We encourage you to visit CA Business Service Insight documentation wiki for release overview and how to implement the patch.


You can download your copy of CA Business Service Insight 8.3.5 Cumulative Patch 3 ( from CA Support Online.


Need More Help?


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!!!

As your Service Desk Manager environment continues to grow (in terms of the number of people using it, as well as the amount of data it contains) you may wish to improve the overall performance quality of the environment.

I should note that this document contains some general guidelines, as it's almost impossible to consider every possibility. I will say that the use of these guidelines has, in many cases, helped to resolve general performance issues. At the very least, the review and implementation of these guidelines are some great first steps to try before opening up a Support case.


1. Environment tweaking: CA Service Desk Manager Performance Problems - Quick Checklist 

This document  provides eleven best practices for managing the environment, and some examples of ways to make sure your data is kept well. Reducing the size or your data, or removing some of the inconsistent data can go a long way in improving the performance of your environment.


2. Offline Reporting: Replicated Database for Offline Reporting - CA Service Management - 17.0 - CA Technologies Documentation 

The "Checklist" in item 1 above mentions Offline Reporting, but it's so important that it's worth mentioning again. When a Reporting application is pointing to a production environment overhead is being added to the system. When reports are run, especially when they are large (as they tend to be), it may cause Service Desk Manager to become non-responsive or slow while it waits for the report to complete. Having an offline replica environment is a great idea and will help to reduce system slowness.


3. Architecture: Hardware and Software Requirements for the Install - CA Service Management - 14.1 - CA Technologies Documentation 

Installation Considerations - CA Service Management - 14.1 - CA Technologies Documentation 

This item is a little more tricky to give specific guidelines around as everybody's usage requirements are going to be different. The urls listed provide some good general information, but here are some additional questions to consider:


How many users will need to access this Service Desk Manager environment? 

What sort of tasks will the users be completing?

Are any products being integrated with Service Desk? Are they communicating through web services?

What components of Service Desk Manager are you enabling?

Are you looking to include some redundancy in the environment?


You may have a single Service Desk server with only a dozen people logging into it, but if you also have 10 applications making thousands of web service calls a minute against the same system, it's likely you're going to run into performance problems. Even in a Conventional Configuration it's still often a good idea to remove as much load from the primary server as possible, having a secondary server or two to offload the user and web services transactions is going to be a huge help to the overall performance of your system.



These steps should hopefully provide a good starting point to improving the usability of your Service Desk Manager install.

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



Michel Avenel
Sr. Principal Product Manager
CA Technologies


Chris Gough
Chief Digital Officer
Derive Logic


Click HERE to register or watch recording