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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.

 

 

 

Dear Community User,

 

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

 

Summary
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. Customers with CA Service Management 14.1 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 along with all previously released cumulative patches for CA Service Management 14.1. 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 (14.1.04) from CA Support Online - CA Service Management Solutions & Patches.

 

Need More Help?

CA Support Lifecycle Policy: https://support.ca.com/irj/portal/capolicies.

We are pleased to announce the availability of CA Service Management 14.1.04. The CA Service Management 14.1.04 is a cumulative patch for CA Service Management 14.1 and above versions.

Review the CA Service Management 14.1.04 Release Notes for a summary of the enhancements, bug fixes, and security improvements.

The CA Service Management 14.1.04 documentation builds on the CA Service Management 14.1 documentation. We encourage you to take advantage of the collaborative features of DocOps. Leave comments, rate pages, and get involved. We monitor DocOps closely and look forward to optimize your experience with the documentation.

Only the English documentation for CA Service Management 14.1.04 is available now. Translation is currently in progress and the translated DocOps spaces will be made available soon.

Dear Community Member,

 

As noted in my post Updated Approach to Defect Resolution Process , we are in the process of testing the 14.1.04 cumulative for the CA Service Management suite. We anticipate this to be available early July and will publish an announcement when it is available to be downloaded.

 

This cumulative will be applicable to any version/patch level of 14.1 that you have installed and applies to the following products: Service Desk Manager, ITAM (Asset Portfolio Management), Catalog, Unified Self-Service, and xFlow.

 

The attached documents contain a tentative list of fixes to be included in the cumulative. The final list of fixes will be published within the wiki when the cumulative update is published.

 

Please be sure to review the appropriate attached documents so that you can begin plans for applying the 14.1.04 cumulative in your environments.

 

Thank you!

Involved in various 3rd Party product integrations from and to SDM in the past, I started to think about a whish list, which would make life easier and cheaper.

Most People are aware that SDM has very strong and rich inbound API's (SOAP & REST based),while it has a lot of weaknesses when it comes to oubound communication capabilities.

 

So here is my whish list:

  • What if SDM would be able to send out HTTP(S) requests based on Transactions( data record changes), natively, without the need of any external tool, supporting SOAP and REST based API's.
  • What if these http requests would be configurable and testable through the normal SDM GUI.
  • What if the HTTP requests could easily incorporate data from the context object( the record which was changed).
  • What if the response of such an HTTP request could be evaluated and a result could be written back into the context object (changed data record) itself.
  • What if you would be able to define so called webhooks, which defines the event and trigger conditions for an outbound HTTP communication.
  • What if these webhooks could be defined for any factory (object type).
  • What if these HTTP requests could be send out
    • synchronously, as part of the transaction, so that an error which may occour in the HTTP communication would abort the transaction (Save) and present the user with the error message
    • asynchronously, executed after the "Save" in the background, so that the user would not be harmed by any communication error.
  • What if failed asynchrounous HTTP requests would be automatically repeated if they have a technical error reason (timeout/connect failure due to network outage or Service unavailability) in the order they were submitted.
  • What if you would have a complete history of the HTTP communication, to be able to  check and comprehend what is and was going on.

 

Let me know , if you think these capabilities would be useful/helpful in your integration challenges as well.

And let me know, if you have additional ideas / whishes / comments.

 

Kind Regards

.............Michael

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!

Dear Community Member,

 

As part of our continued agile transformation, we are implementing a new policy regarding the delivery of solutions for the following Service Management products:  CA Service Desk Manager, CA Service Catalog, and CA IT Asset Manager.

 

We are implementing a new Cumulative Patch approach to delivering solutions to ensure a higher level of quality and supportability across our product suite. These cumulative patches will undergo a full QA cycle and will encompass all updates to the product since the initial GA date for that release level.

 

More details about the new approach can be found in the Defect Resolution Process section of the wiki.

 

The first cumulative patch under the new approach for 14.1 is currently in process and is expected out mid-2017. As we get closer to that release date, we will send out an update with the fixes that will be included.

Dear Community Members,

 

We encourage you to watch this video to learn What’s New in CA Service Management 17.0

Additionally, you may review the CA Service Management 17.0 Release Notes for a summary of all the new features and enhancements.

Dear Community Member,

 

In accordance with the CA Support Policy and Terms available at https://support.ca.com, we are discontinuing technical support for CA Service Desk Manager* 12.9, CA Service Catalog 12.9, and CA IT Asset Manager - Asset Portfolio Management 12.9, along with their respective service packs, cumulative patches, and supported languages, effective March 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 March 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 17.0 (CA Service Desk Manager 17.0, CA Service Catalog 17.0, CA IT Asset Manager - Asset Portfolio Management 17.0) as soon as possible, so you can take full advantage of the features and enhancements this release has to offer. For more information on CA Service Management 17.0, please visit CA Service Management 17.0 at CA Technologies Documentation or CA Support Online (https://support.ca.com).

 

As CA Technologies would like to make your upgrade to CA Service Management 17.0 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 17.0 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 www.ca.com/services.   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, (http://www.ca.com/partners.aspx).
  • 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 (https://support.ca.com/) for more information.

  

To review CA Support lifecycle policies, please review the CA Support Policy and Terms located at:https://support.ca.com/

 

* CA Service Desk Manager 12.9 includes CA Unicenter Service Desk, CA Service Desk Knowledge Tools and CA Configuration Management Database (CMDB).

Dear Community Members,

We encourage you to watch this video to learn how to upgrade and install CA Service Management 17.0. Additionally, you can also integrate the CA Service Management products in the solution.

 

 

For more information on Implementation, see Review How to Deploy CA Service Management 17.0.

Dear Community Members,

 

We are pleased to announce the General Availability of CA Service Management 17.0.

 

We encourage you to watch this video to learn What’s New in CA Service Management 17.0.

 

 

Review the CA Service Management 17.0 Release Notes for a summary of all the new features and enhancements.

 

The CA Service Management 17.0 documentation builds on the CA Service Management 14.1.03 documentation.

 

We encourage you to take advantage of the collaborative features of DocOps. Leave comments, rate pages, and get involved. We monitor DocOps closely and look forward to optimize your experience with the documentation.

Dear Community Member,

 

Today, we are pleased to announce the availability of CA Service Management 17.0.

 

Aligned with our strategic themes of targeted user experience, simplification, and unification of solution components, this release includes the following key features:

 

  1. Contextual Collaboration: Analysts using xFlow can collaborate with other analysts and subject matter experts in context of a ticket. Conversations and files are retained in the ticket timeline to speed up resolution of similar future tickets.
  2. Ticket Follow-up: xFlow now enables analysts to schedule follow-up on tickets along with reminders.
  3. Quick Profile: xFlow now provides Support Analysts with enhanced in-context profile and environment information about end users (customers).
  4. New consistent look & feel: CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management are updated with a new, consistent UI theme, unifying the look and feel of CA Service Management solution components, as well as xFlow.
  5. Improved accessibility compliance for Service Catalog: CA Service Catalog now offers significantly improved accessibility (section 508) compliance for End Users and Administrators.
  6. Easy upgrade: CA Service Desk Manager includes a Customization Upgrade Utility that semi-automatically merges customizations with out-of-the-box files enabling a quicker, reliable upgrade of CA Service Desk Manager.
  7. Improved compatibility: This release supports recent versions of Operating Systems, Databases, third-party technologies, and other interoperable CA Technologies products.

 

This release also includes several quality, stability and security improvements, and bug fixes.

 

You can download your copy of CA Service Management 17.0 from CA Support Online.

  

We encourage you to visit the CA Service Management documentation wiki for the release overview and how to implement the new version. You can also view a community webcast that provides an overview of this release.