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Join 400+ attendees who are interested in ITSM 

If you haven't yet registered for CA World, do it now and join the 400+ attendees who have registered so far and indicated ITSM as their primary or secondary interest area. There is tremendous value connecting with this many peers!  Click here to register.

 

Even More Sessions

New sessions include:

  • It’s Time to Grow Up: Eight Areas to Increase ITSM Maturity
  • Case Study: Using Process Automation to Deliver Services Faster in Service Catalog
  • Case Study: Taking IT Asset Management to the Next Level with Process Automation

 

Updated ITSM Program Guide (click on image)

Make sure to check out the new, updated CA World Program Guide for CA Service Management (click on image below). We have added more Catalog and ITAM sessions, as well as a new session on ITSM Maturity.  We have also added all the dates and times for the sessions. This will be a useful asset to print and carry with you at CA World.

 

Hope to see you at CA World!!!

Our CA Service Management team is looking forward to seeing our customers at CA World 2016. We have a full schedule with 16 pre-conference education sessions led by CA experts, 8 CA sessions focused on the value and vision, 4 demo pods, as well as 10 customer sessions from our vibrant CA Service Management community!

 

I have the fortunate opportunity helping manage our CA Service Management presence at CA World and I’m pleased to represent the hundreds of CA team members creating a great customer experience. Here are a few reasons why I’m excited about our 2016 agenda designed to help you, our Service Management customer achieve success:

 

  • Get “hands-on” with CA Service Management’s newest capabilities, the new xFlow analyst user experience and our new reporting engine Jaspersoft, as well as Xtraction and Unified Self-service.
  • Attend product innovation and design review sessions where you can gain insight into and provide input on future CA Service Management capabilities and direction.
  • Listen to sessions focused on various use cases for CA Service Management, including change management, software compliance, process automation, "agile" ITSM and end-to-end ITSM, as well as current trends like multi-supplier service integration.
  • Meet with CA Services personnel, our partners and your peers to understand how to drive more value from your CA Service Management investment.
  • Meet 1-on-1 with senior leadership of the CA Service Management support, development, services and sales teams.
  • Join Tech Talks or meet at the Smart Bar with the CA Service Management product management, services, marketing and architecture teams to discuss the latest solution capabilities and trends.
  • Visit our demo booth and pre-conference education sessions to understand in-depth technical and functional aspects of the solution.
  • See Ambarish Kayastha present our CA Service Management roadmap and vision.

 

I speak for our entire team when I say we look forward to seeing you in Las Vegas this November.

 

Our Agenda Builder is now live and here are some quick instructions for building your agenda*. (attached to this blog is a document with the Agenda Builder instructions as well)

 

Access the Agenda Builder: https://www.travelhq.com/events/caworld16/registration/registration-login2.mtc

  • Please have your confirmation code ready
  • You can search sessions by using the filters on the left hand side of the catalog (content area = Agile Management and interest = Service Management
  • To add sessions to your agenda, click on the plus button
  • Once you have created your agenda, you have the option to do the following; ‘Print My Agenda,’ ‘Email My Agenda,’ and ‘Add My Agenda to Outlook.’

 

*ONLY registered attendees can access the Agenda Builder and create an agenda. Build your agenda by logging into the registration site using your confirmation code and selecting ‘Agenda Builder.’

This Service Management Community is made up of a range of members, from newbies to veterans with over a decade experience in CA ITSM. I have seen many posts from newbies looking for guidance and receiving same but, because of the complexity of their requirement or inexperience with the toolset or conflicting time demands, it often takes weeks or months to reach their end goal.

 

I am interested to see how many organizations out there would be interested in engaging consulting services to help reach their Service Management goals. Which of the following would be most true of your organization?

  1. has contracted with consultants in the past but will NOT likely do so in the future.
  2. has NOT contracted with consultants in the past and will NOT likely do so in the future.
  3. has contracted with consultants in the past and will likely continue to do so.
  4. has NOT contracted with consultants in the past but may be interested in doing so to help with installation, upgrading, customizing, adopting best practices, etc.

 

If your answer was number 3 or 4 and you would like to discuss how I might help you reach your goals faster and get better value out of your investment please feel free to reach out to me at Lindsay@iteduconsultants.com.

We have an action-packed IT Service Management (ITSM) and IT Asset Management (ITAM) CAW ITSM Guide.PNGagenda at CA World 2016 which is being held Nov 14th to Nov 18th in Las Vegas.  Customers, CA experts and industry analysts will present and engage in conversation about ideas, trends, experiences and solutions that are fueling transformation in ITSM and ITAM.  All this is spelled out in the first edition of our Program Guide(more sessions and details will be added over the coming weeks so keep checking back).

Click Here to View Program Guide

 

CAW 2016 Catalog.PNG

You can get even further detail on each session by visiting the CA World Session Catalog and selecting the Service Management Area of Interest from the drop-down menu.

                       Click Here to View the Session Catalog

 

Here are some of the CA World 2016 ITSM and ITAM highlights: 

  • Education Sessions: Topics and best practices covering process automation/workflow, reporting/dashboards, change and configuration, software asset management and more.
  • Case Studies: Customer case studies focused on ITSM/ITAM maturity, user adoption, service catalog, IT Operations Management integration, process automation and more.
  • Technology & Market Sessions: CA leaders and authors presenting trends, vision and roadmaps.
  • Tech Talks: Focused, small-group sessions on topics including Mobility, Agile ITSM, non-IT use cases and more.
  • Smart Bar: Access to CA product managers, SWAT resources, etc. for one-on-one discussions on ITSM, ITAM and 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 the Fun Stuff: Concert performances by Rob Thomas and Capital Cities; Keynotes by Captain Scott Kelly - history-making U.S. astronaut and retired U.S. Navy captain, and Burt Rutan - Aerospace legend and entrepreneur and Virgin Galactic spacecraft designer.

 

Sign up now click the image below; make sure to check out special Super Saver and Alumni rates.

 

CAW 2.PNG

Hope to see you there!!!

CAW16.PNG

Register for CA World '16 today: CA World ’16 - CA Technologies

 

We have some really exciting and interesting CA Service Management Pre-Conference Education sessions on Monday and Tuesday of  CA World (November 14th and 15th).  The sessions are listed below and listed in the on-line listing of classes). This is a great opportunity to do a deep dive on some aspects of the products that you have been using, or just to learn more about any of our solutions! And these sessions are in addition to the two days of general ITSM sessions on Wednesday and Thursday; more on the general sessions in an upcoming blog.

 

CA Service Management Pre-conference Educations Sessions

What's New in CA Service Management - Learn about the major capabilities added to CA Service Desk Manager and CA Service Catalog in the last several releases (since 12.0) from CA Product Management.
Upgrading to CA Service Management -
Are you getting the most out of your IT service management investment? Would it make sense for you to upgrade in the near future? Hear about why you should get current and how the CA Service Management, upgrade factory program can make it even simpler to upgrade.

Hands-on Lab: The New CA Service Management xFlow User Experience for the Service Desk Analyst - Learn about and get your hands on the new service desk analyst xFlow user experience of CA Service Management. This new feature, made available in version 14.1.03, delivers an experience designed for humans and built for service. Learn how features like Cardview, Weather, Heat, and Service Genius help analysts deliver service the way they want to work and deliver the quality of service their customers expect.

Get a Jumpstart on CA Service Management's New Jaspersoft Report Engine - Learn about the capabilities and features of CA Service Management's new reporting engine, Jaspersoft. Learn what reports are available out-of-the-box, and how to build reports of your own. This session will be a combination of lecture and demonstration of the Jaspersoft reporting tool.

Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service - Learn exactly what is possible with CA Service Management to enable self-sufficiency of your business consumers with Unified Self-service, a one-stop-shopping experience from anywhere at any time. Topics covered include collaboration, federated search and more. See how these same capabilities can be leveraged by business consumers, decision makers as well as support and other IT service management (ITSM) power users.

Make Better Sense out of the World of CMDB and Change Management - Using examples from CA Service Desk Manager's CMDB and Change Management capabilities, learn about best practices, tricks and processes that can make this traditionally complex area easier. Areas covered will include discovery, federation, reconciliation, synchronization, rogue changes, service modeling, and more ... 

Hands-on Lab: Building Advanced Dashboards with Xtraction for CA Service Management - Having the right information at your fingertips at exactly the right moment to get that project approved is critical. Static dashboards are no longer acceptable. In this session you will see an IT service management (ITSM) dashboard being built using Xtraction for CA Service Management. See how it can be modified in seconds, demonstrating the power and value that advanced reporting and dashboards bring to ITSM.

Building Basic Workflows in CA Service Management - Learn how to build basic ITSM process workflows. Examples will use flows relevant to common service management processes.

Building Advanced Workflows in CA Service Management - Learn how to build advanced IT service management (ITSM) process workflows with CA Process Automation. Examples will use flows relevant to common service management processes and integrations.

Building an Awesome Catalog of Services People will Want to Use "Build it and they will come." - Learn how to easily get services into the hands of your business consumers with CA Service Catalog. This session will include both lecture and demonstrations covering defining services in business terminology with appropriate costs and service levels clearly presented.

 

Asset Management Pre-conference Educations Sessions

CA Software Asset Management - Key Customer Topics - This is an informal discussion group consisting of CA IT Asset Manager  software asset management (SAM) customers and CA Product Management focusing on key topics in SAM. Topics will be determined by the group and the session will be led by CA Product Management.

Beyond Software Compliance: Show Me the Money - Simulation & Optimization Discovery, identification, reconciliation, license models, ... some of the key ingredients to successful software license compliance.  But the latest releases of software asset management capabilities in CA IT Asset Manager, have introduced features like simulation and optimization that go beyond just license compliance, providing potential significant additional cost savings and risk reduction. This session explores these new capabilities in depth: how they work and what you can expect from them. 

Software Asset Management Jump Start: Ingredients to Success - Just starting out in software asset management (SAM)? Or are you concerned about the impacts of decisions made some time ago? Attend this session and learn about the ingredients to SAM success that can jump start or redirect your SAM program onto a successful course. Using CA IT Asset Manager, software asset manager capabilities as an example, investigate organizational considerations, setting proper expectations, team/resource planning, building an enablement roadmap, outsourcing considerations and more ... all contributing to a successful SAM experience.

Covering Your "Assets" - Don't get Caught with Your [Software] Pants DownDo you ever feel like you are trying to boil the ocean when all you need is a water for a cup of tea? Well that's what an ill targeted software asset management plan can feel like. Using software asset manager capabilities in CA IT Asset Manager as an example, find out how to identify the software in your estate that really matters, that's important, for which there is demand. Learn where to focus and where not to. Investigate streaming, software subscriptions and other impactful topics to enhance your software asset manager success.

Taking the "Hard" out of Hardware Asset Management - With so much attention on software compliance, is the art of managing hardware assets taking a backseat? This session takes a deep look into how to best leverage CA IT Asset Manager (CA Asset Portfolio Manager) to more effectively manage your hardware assets. Not only learn about how to better use the core features, but also get into the nitty gritty of some of how to employ some of the more obscure capabilities that could provide significant return on your efforts.

Software Asset Management: Working in the Trenches - What's it really take to run a successful software asset management (SAM) program? This session explores a day in the life of a software asset manager by diving into best practices and practical considerations for successful SAM. Learn about what you really need to pay attention to and the necessary steps to follow and precautions to take.

 

Hope to see you there!!!    Register today at: CA World ’16 - CA Technologies

We are pleased to announce the continuation of our CASM "Meet the Expert" series focused to help you get the most out of your solution. Each month the CASM team will deliver an education based webcast on various aspects of the product with the goal of offering greater visibility into key capabilities and best practices in order for you to get the most value out of your ITSM solution. Listed below are the first three community webcasts, and at the beginning of each quarter we will post a new set of webcasts for you to join. The webcasts will be recorded and available for viewing after the event for customers who might not be able to attend the live session.

 

All upcoming and recorded sessions will be available from this link. The WebEx for each session is available via this doc page as well.

 

CA Service Management Community Webcast Series

 

We look forward to seeing you on the webcasts!

 

CA Service Management Community Webcast: Think Customer First - Unified Self-Service and Service Catalog – August 30th 11am EST

Is your self-service or service catalog solution looking neglected and dying on the vine?  Are your customers asking for new ways to communicate and collaborate? Then it’s time to take a look at Unified Self-Service and Service Catalog and learn what it takes to not only get your customers re-engaged, but thriving!

 

In this session we’ll take a look at why a unified user experience is critical to keeping your customers engaged, but also how mobility, collaboration and knowledge search are key components to helping ensure your self-service and service catalog stays fresh, relevant and keeping your customers satisfied.

 

Presented by John Weston, Sr Principal Consultant, Presales

 

RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - Unified Self-Service and Service Catalog – August 30th 11:00AM ET

 

CA Service Management Community Webcast: Process Automation in the Real World – September 27th 11am EST

 

Are you trying to take service delivery to the next level but are having trouble figuring out how?  Are you looking for ways to increase efficiency, while keeping costs down?  Process automation is the engine, designer and orchestrator that can help you deliver the right level of service to your customers when they need it.

 

Join us for this informative and educational webinar where we will take a look at how Process Automation can take Incident and Request Management to the next level while keeping costs down and increasing your customer’s satisfaction.

 

Presented by Ed Luna, Sr Principal Consultant, Presales

 

RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - Process Automation in the Real World – September 27th 11:00AM ET

 

CA Service Management Community Webcast: ITAM – Getting Control of you IT Assets October 25th 11am EST

 

Are you tired of running off spreadsheets and not knowing what assets are being used, how many you have on hand, or how much they are costing the business?  Our ITAM solution can you help you transition from manual processes that expose the business to cost overages and risk, to an automated and complete solution that helps you better manage costs, allocations and audits more effectively.

 

Join us for an informative session where we’ll discuss ITAM best practices and show you some of the key solution capabilities around software asset management, license management, and financial management that can help you get a better handle on your assets and what they costing the business.

 

Presented by James Stasis, Sr Principal Consultant, Presales

 

RSVP and Add to Your Calendar HERE: CA Service Management Community Webcast - ITAM – Getting Control of Your IT Assets - October 25th 11:00AM ET

Dear CA Service Management Community Member,

With so much going on in the Service Management Community I have consolidated recent activities in case you missed anything.

 

Member Activity

CA ITSM - Ask a Question, Get an Answer (August 5 - August 12)

It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed". To help further responses to all questions I am starting the following campaign.

Shoutout to all the members who helped out with the unanswered questions so far! Thank you for all your help!

questions and answers.jpeg

 

Upcoming Events

 

banner-regi.jpg.jpeg

Register for CA World '16 | November 14 – 18, 2016

The CA World team has done an amazing job building upon the success of last year's event, while enhancing the programming in response to your feedback. CA World is your opportunity to gain valuable, actionable knowledge and insights to help your company get an advantage in the application economy.


CA Service Management Office Hours: A Live Online Chat (August 2016)

Have a question about CA Service Desk, ITAM and/or CA Service Catalog? Connect with CA Technologies technical experts to get answers via Office Hours for CA Service Management. Our team is here to help you get more out of your technology. Join us for one hour Thursday, August 11th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.

 

Did You Miss?

 

The New CA Service Management Reporting Engine

This new reporting engine is replacing the CA Business Intelligence 4.1 (SAP Business Objects) as the CA Service Management reporting engine. In this webcast, learn about the exciting new capabilities, what it means to existing customers and the value it presents. Hear the CA ITSM Product Management team present:

    • The future of CA Business Intelligence 4.1 in CA Service Management
    • What’s this mean for existing CA Business Intelligence implementations
    • Introduction of Jaspersoft
    • What’s included and what’s not
    • When will it be available
    • Q&A

Check out the Replay HERE: CA Service Management Community Webcast The New CA Service Management Reporting Engine

 

CA Webcast: It's Time to Grow Up. 8 Steps to ITSM Maturity.

With all the technology and process improvements over the past 20 years, and with almost every IT organization wanting to increase ITSM maturity, you would think that maturity levels would have increased; but that is not the case.  This webcast will discuss how to increase ITSM maturity in eight different areas including user experience, process automation, and incident, problem, change, configuration, request and knowledge management, and more.

 

Speaker:  Allen Houpt - CA Technologies

Replay Link:  https://www.brighttalk.com/webcast/6447/215325

 

Community Member Spotlight

profile-image-display.jspa?imageID=14890&size=200

pier-olivier.tremblay

 

service-management-chat.jpeg

 

CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply


Tips and Helpful Information

jdk-7u40-windows-i586.exe - Mirror - Download

CA SDM pdm_mail 5424 Error

The Power of the CA Knowledge Base – By Chris Stallone

CA SDM Data partition::. call_req cr

Multiple CIs on Request / Incident / Problem (CR to NR lrel/brel)

CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - Prob_Ctg

CA ITAM 12.9 - CA IT Asset Manager  - Install

ITAM - Configuration database error

Install java JDK For ITAM 12.9 - pre requisite

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CA SDM: GRLoader - Everthing you need to know - Loading Configuration Item

Object function group auditing tool

jre-7u80-windows-i586.exe - Mirror - Download - Java SE Runtime Environment 7u80

     Self-Service Support Webcast: Featuring KB Articles [Aug. 9th]

*** Alert - Known Issue with CABI 6.2 Jasper Report Content for CASM Products***

We're not offering 50% more pre-conference education -- it's 100% more!

Image Pages Have Arrived

Community Hack: Setting Your Time Zone

CABI4::. Tenant.wid - Report example - web intelligence

CABI4::. Load new users - file example

CA BI Category wid - Example

CABI Departamento - Example

CABI Centro de Custo.wid - Example

CABI Status.wid - Example

CABI Grupos.wid - Example

CABI Itens de Configuração.wid - Example

CABI Contatos.wid - Example

CA Service Management mobile app refreshed!!

How to Download the latest version of CA Software Asset Manager

Keys to a successful CX program: Building teams and engaging hearts

How to create associated table

Q&A Session for CA Service Management Community Webcast - The New CA Service Management Reporting Engine

CABI4::. Error - Database error IES 10901

CABI4::. How to load new users

 

Top 10 Latest Ideas by Activity

Survey per tenant configuration8NEW

Different Surveys For Tenants2NEW

Tenant Survey10NEW

List and Card View Attributes - xFlow5NEW

Specify "domain" on Contact record, in SDM/ITSM3NEW

Mobile APP: Upload all type of files.24NEW

Allow longer xFlow work stream labels6NEW

Mobile App Suggestion0NEW

Disaster Recovery approaches for Service Management products44UNDER REVIEW

Best Practices document for Managing a service in Service Catalog6NEW

 

That's it for now folks but I'm sure there will be a lot more soon! Take a moment to get in on the CA Service Management discussions and make your voice heard!

 

Regards,

 

Chris_Hackett

Community Manager, IT Business Management

deer.jpeg

Maturity is a funny concept. Most of us think of maturity as a positive thing. When we’re young, all we want to do is grow up and be more mature; we even measure our height and etch it on a doorMaturity Blog Image.png jamb to gauge our progress. Maturity is considered foundational to being disciplined and making rational, socially responsible decisions.  Books provide us guidelines to raise mature, responsible children and professionals will help if we struggle.  Even wine tends to get better as it matures in the bottle. But as we get older and more mature, most of us would pay dearly to be young again. There are many parallels with ITSM maturity.

 

Like a child, almost every ITSM shop has a goal to increase ITSM maturity. And like the door jamb, Analysts have created models to measure and track ITSM maturity. As for guidelines, standards bodies have documented the nirvana of ITSM process models and consultants stand by to help. And here we stand after 20+ years of ITSM, wishing we could go back and simplify things and do things better knowing everything we know now. So what happened?

 

The reality is that most shops are at a very low ITSM maturity level and are failing to advance that state. People, processes and technology have changed, but ITSM has not. ITSM has operated under the premise that adding sophistication and customization is a good thing, but now that we are older, we look back and think, “Hmm. I wish I could go back and….” It is time to rethink this premise. The good news is this time we can go back and try a different way!

 

Today, no matter where you are on the ITSM maturity spectrum, to grow, you need to think simple, personal, and fast and continually measure your progress. Today’s workforce demands a social, consumer experience - think simple, collaborative, personal and fast – rather than a “technical UI” with a million bells and whistles. ITSM processes need to reflect and exploit the reality of today’s technology, workforce and business culture. ITSM Agility is needed to respond to IT consumer demands FAST or the user will go elsewhere for services and not return. And everyone must be able to measure progress and success at all times.

 

So we can continue to watch ITSM age as it has with little progress, or we can reset the clock and drive ITSM maturity higher which is what most of us want. The decision is ours and the right tools can play a key role. Read how our latest CA Service Management release provides innovative capabilities to help you grow in ITSM check out our website. You’ll see that it is a simple, personal and measured way to ITSM maturity.

 

And when we are all there at the top of ITSM maturity, maybe we can break out that mature bottle of wine and celebrate.

 

Our next ITSM global webcast, It’s Time to Grow Up: 8 Ways to Increase ITSM Maturity, will be held on Wednesday, July 27th.  Below are the details and a few things to check out ahead of time.


Webcast Abstract

With all the technology and process improvements over the past 20 years, and with almost every IT organization wanting to increase ITSM maturity, you would think that maturity levels would have increased; but that is not the case.  This webcast will discuss how to increase ITSM maturity in eight different areas including user experience, process automation, and incident, problem, change, configuration, request and knowledge management, and more.

 

Here are the details:

Date: Wednesday, July 27th

Time:  9:00am PT / 12:00pm ET / 4:00pm GMT

Speaker:  Allen Houpt - CA Technologies

Registration Link:  https://www.brighttalk.com/webcast/6447/215325

 

 

ITSM Maturity Calculator

In the meantime, why not check out your organization's ITSM maturity with CA's ITSM Maturity Calculator? It takes just a few minutes to complete and provides your organization's ITSM maturity in 8 areas. And, it shows how you compare to others who have completed the assessment.

Maturity Assessment.png

Click Here to Assess Your Organization's ITSM Maturity

 

Hope to see you at the Webcast!

Dear CA Service Management Community Member,

With so much going on in the Service Management Community I have consolidated recent activities in case you missed anything.

 

Member Activity

Ask a Question, Get an Answer (July 8 - July 15)

It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed". To help further responses to all questions I am starting the following campaign.

Shoutout to all the members who helped out with the unanswered questions so far! Thank you for all your help!

questions and answers.jpeg

 

Upcoming Events


CA Service Management Office Hours: A Live Online Chat (July 2016)

Have a question about CA Service Desk, ITAM and/or CA Service Catalog? Connect with CA Technologies technical experts to get answers via Office Hours for CA Service Management. Our team is here to help you get more out of your technology. Join us for one hour Thursday, July 14th @ 10 AM ET. NOTE - No audio is provided and all Q&A happens via online chat, making it a truly ‘fun’ event.

 

Did You Miss?

 

Announcing the xFlow Service Desk Analyst User Experience

Hear about exciting new capabilities like Cardview, Weather, Heat and Service Genius and the value they deliver to your Support organization and its customers.

 

Hear the CA ITSM Product Management and Product Marketing teams present:

All the new user experience features that redefine the service desk analyst’s day

A demonstration of the new user experience

How to get this new standard feature of CA Service Management

Q&A

Check out the Replay HERE: Replay - CA Service Management Community Webcast - Announcing the xFlow Service Desk Analyst User Experience

 

The New CA Service Management Reporting Engine

This new reporting engine is replacing the CA Business Intelligence 4.1 (SAP Business Objects) as the CA Service Management reporting engine. In this webcast, learn about the exciting new capabilities, what it means to existing customers and the value it presents. Hear the CA ITSM Product Management team present:

    • The future of CA Business Intelligence 4.1 in CA Service Management
    • What’s this mean for existing CA Business Intelligence implementations
    • Introduction of Jaspersoft
    • What’s included and what’s not
    • When will it be available
    • Q&A

Check out the Replay HERE: CA Service Management Community Webcast The New CA Service Management Reporting Engine

 

Community Member Spotlight

profile-image-display.jspa?imageID=14401&size=200

schri27

 

service-management-chat.jpeg

 

CA Service Management

available worldwide

8am - 6pm

US Eastern Time

Additional Times May Apply


Tips and Helpful Information

CABI4::. How to load new users

CA ITAM 14.1 - CA IT Asset Manager  - Install

ITSM  - ITAM Simple Architecture

July 7- CASM Community Webcast - Jaspersoft

USS - Required Fields Missing when updating files on Data Source

Service Desk Manager 15 days Implementation

CABI4::. SDM - Building report using conx ci_contract

How do change CMDB attributes tab

How to insert dynamic links based on the values selected at prompt level

Notification (or any other action) on call back date for the requests

SpelMaster Event

Upgrading CA SAM from 4.0.x

Where can I find Spel functions documentation?

Community GO! Following Via RSS Feeds

pdm_webstat PowerShell script for AA architecture

CABI4::. How to show column using an Icon/Arrows/image in webi as per conditions

ITAM DATA IMPORTER - LOAD

Form for survey answer - end user - affected_end_user - customer

CA Tuesday Tip: Tuning the Animator process

On what topics in IT Asset Manager would you like to see more information?

New CA SAM Catalogs (v. 4.3.7) are available in CA Service Management

CA SDM - How to do Auto-close

SPEL How to Execute Remote Reference via Perl code

Chat Transcript - CA Service Management Office Hours: A Live Online Chat (June 2016)

Multiple CIs on Request / Incident / Problem (CR to NR lrel/brel)

CA SDM - CA Service Desk - AHD Codes - Error

CA Technologies Delivers New Agile Management Solutions to Redefine How Work is Planned, Executed and Serviced in the Application Economy

READPAST Lock Error

Publish schema with replication without delete replication (READPAST error)

 

Top 10 Latest Ideas by Activity

"Updated via EMAIL interface" auto notification4NEW

mail_from_address option per tenant9NEW

Increase Capturing of User Login/Logouts/Failed Logins to Service Catalog9NEW

Service Desk Administrator cannot copy the existing Change Classification to create new ones in a Multi-Tenancy Environment.3NEW

Cannot Customize Scoreboard in a Multi-Tenancy Environment3NEW

SDM Manual Notify - Show all Recipients in Email Sent6NEW

Add mobile browser support with APP-like usability / Look and feel6NEW

Encrypted fields in Service Desk37UNDER REVIEW

View customer info also in SDM Mobile App7NEW

SDM - Survey Notification Template7NEW

 

That's it for now folks but I'm sure there will be a lot more soon! Take a moment to get in on the CA Service Management discussions and make your voice heard!

 

Regards,

 

Chris_Hackett

Community Manager, IT Business Management

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Dear Community Member,

 

We are pleased to announce the availability of CA Business Intelligence JasperReports Server 6.2 (CABI 6.2) for CA Service Management  - CA Service Desk Manager, CA Service Catalog, and CA Asset Portfolio Management. CABI 6.2 provides default reporting capabilities for the CA Service Management solution and is powered by TIBCO Jaspersoft technology.

 

The key features of CABI 6.2 include:

  1. Centralized Reporting, Dashboards, and Analytics 
  2. Ad Hoc Reports and Dashboards
  3. Role-based access control
  4. Embeddable Reports and Dashboards
  5. OLAP Analysis

 

With respect to this announcement, we would like you to take note of the following important information that will help your organization plan for the adoption of CABI 6.2 for CA Service Management.

  1. CA Business Intelligence JasperReports Server 6.2 (CABI 6.2) installation media is currently available for download from the CA Service Management product download pages at CA Support Online. It can be installed with CA Service Desk Manager 14.1, CA Service Catalog 14.1 or CA Asset Portfolio Management 14.1, with the latest cumulative patch.
  2. The installation media also contains out-of-the-box reports built on CABI 6.2 technology.
  3. CA Business Intelligence 4.1 (SAP Business Objects) - the default reporting capability for CA Service Management solution prior to April 1, 2016 - will be supported until the earlier of December 31, 2018 or the End of Service of your associated CA product for customers who have implemented it in their environments.
  4. Documentation for CABI 6.2 installation and administration with CA Service Management is available through the CA Service Management DocOps page here.
  5. Access to TIBCO Jaspersoft online learning portal at no additional cost as well as new and updated CA Education courses are available to help your organization prepare for CABI 6.2 adoption. Please check the details here.
  6. An FAQ section follows this announcement. We recommend that you review the FAQ and add your feedback and additional questions under the comments section of this blog.
  7. We plan to conduct a community webcast covering this new capability and to answer questions relating to it.

 

  Again, we are excited about releasing this new reporting capability to CA Service Management customers.

 

 

Frequently Asked Questions

 

What is CA Business Intelligence JasperReports Server 6.2?

CA Business Intelligence JasperReports Server 6.2 (CABI 6.2) is the new default reporting technology included with the CA Service Management products as well as a number of other CA products. CABI 6.2 is built on industry leading TIBCO Jaspersoft technology that offers powerful, comprehensive yet easy to use business intelligence capabilities like Centralized Reporting, Dashboards, and Data Analytics supported by flexible, modern and embeddable server architecture, Ad Hoc Reports and Dashboards development, OLAP Analysis etc. to name a few.

 

Why is the CA Service Management solution moving to Jaspersoft as its default reporting technology?

Beginning April 1, 2016, CA stopped distributing CA Business Intelligence 4.1 (CABI 4.1; with SAP Business Objects) in any of its products globally. CA Service Management customers have been asking for an embedded reporting technology with a light footprint, ease-of-use and administration, drag-and-drop self-service business intelligence, ad hoc analysis, etc. TIBCO Jaspersoft-based CABI 6.2 meets those needs.

 

What’s the End-of-Service date for CABI 4.1 (with SAP Business Objects)?

For customers who obtained CABI 4.1 along with CA Service Management, CABI 4.1 will continue to be supported until December 31, 2018 or until the End-of-Service for CA Service Management 14.1 products, whichever is earlier. The End-of-Service date for CA Service Management 14.1 products is not announced yet.

 

We have an enterprise license for SAP Business Objects. Can we continue using CABI 4.1 content included with the CA Service Management products?

Yes. CABI 4.1 content is available on product installation media for CA Service Desk Manager, CA Service Catalog and CA Asset Portfolio Management, and can be used with custom implementations of SAP Business Objects. However, CA will provide support for CABI 4.1 out-of-the-box content ONLY in these cases.

 

What versions of CA Service Management products support CABI 6.2?

CABI 6.2 is supported with CA Service Management 14.1 products with the latest cumulative patch i.e. CA SDM 14.1.03, CA Service Catalog 14.1.02, and CA Asset Portfolio Management 14.1.02.

 

What out-of-the-box reports are included with CABI 6.2?

This release includes limited but some very valuable out-of-the-box reports for CA SDM, CA Service Catalog and CA Asset Portfolio Management. These reports were selected for inclusion through a survey late last year where a number of customers indicated their top preferences for default content. Please be aware of this as you plan your migration. We also encourage community members to submit report content ideas that would benefit the broader community. Such ideas, if voted well by the community members, will be considered for inclusion in out-of-the-box content set in the future.

 

Are there any things that can help convert reports from CABI 4.1 to CABI 6.2?

Though End-of-Service for CABI 4.1 is considerably far off in time, it is prudent to begin content migration planning from CABI 4.1 to CABI 6.2 early. Although there is no automated mechanism to migrate the report content, CABI 6.2 tools are easy to use and proper planning can expedite content migration.

 

Jaspersoft Studio is the report designer tool for JasperReports and JasperReports Server. Report developers can use Jaspersoft Studio to create sophisticated report layouts containing charts, sub reports, images, crosstabs, and more. Advanced and first-time report developers can easily adapt to the report design environment that is powerful and intuitive. Jaspersoft Studio is available as an Eclipse plug-in so developers who use Eclipse as their primary development tool can benefit from the capabilities of the Eclipse platform while developing reports.

 

Jaspersoft Studio offers useful capabilities for efficient report creation and maintenance. Features such as improved pixel precision and inheritance facilitate developers in quickly designing high quality reports.

 

Jaspersoft Studio can be downloaded from the TIBCO Jaspersoft web site, and the license included with CABI 6.2 for CA Service Management can be applied on Jaspersoft Studio.

 

We are putting together a CA Education course focused on transitioning CABI 4.1 reports to CABI 6.2 to help with migration planning.

 

We also encourage community members to submit report content ideas that would benefit the broader community. Such ideas, if voted well by the community members, will be considered for inclusion in out-of-the-box content set in the future.

 

Does CABI 6.2 offer adhoc reporting capability? What is the equivalent of CABI 4.1 (Business Objects) ‘Universe’ in CABI 6.2?

Jaspersoft delivers a very powerful ad hoc analysis and self-service business intelligence capability enabled by Jaspersoft Domains and Drag-n-Drop visualization. Jaspersoft Domains (like Universes) can be accessed and modified via a browser. The report designer tool also offers a powerful expression editor incorporating several built-in functions and the ability to create new ones.

 

Currently CABI 6.2 for CA Service Management does not include out-of-the-box domains. However, creation of domains in Jaspersoft is very easy - though it does require architectural considerations and planning around data structures and joins.

 

How would the Offline Reporting capability work with CABI 6.2 with CA Service Desk Manager?

Offline reporting procedures will work in a similar fashion in CABI 6.2 to that of CABI 4.1. The Offline Reporting procedure supported within the CA Service Management solution leverages the Transactional Replication capability offered by the Microsoft SQL Server database. CABI 6.2 is then configured with the replicated instance of the database. For reporting off of CA Service Desk Manager replicated data a service desk instance is required in the replicated environment. Please visit the Offline Reporting topic under CA Service Management documentation Wiki for more details.

 

 

Where do I find education materials for CABI 6.2?

Details of CA Education courses as well as access to TIBCO Jaspersoft online learning portal is available through CA Service Management DocOps space.

 

Have a question that is not answered?

Please add your question to the comment section of this blog. We will review your question and answer your question at the earliest possible opportunity.

 

Related Links

https://communities.ca.com/message/241869353

https://communities.ca.com/external-link.jspa?url=http%3A%2F%2Fwww.ca.com%2Fus%2Fsupport%2Fca-support-online%2Fproduct-content%2Fstatus%2Fannouncement-documents%2F2016%2Fca-business-intelligence-cabi-migration-to-jaspersoft.aspx

 

Have you heard that CA Service Management has a new reporting engine? Picture1.png

If not, this is your chance! Join our July 7th, 11:00ET Community webcast to

learn about:

 

CA Business Intelligence JasperReports® Server r6.2.0 for

CA Service Management

 

This new reporting engine is replacing the CA Business Intelligence 4.1 (SAP Business Objects) as the CA Service Management reporting engine. In this webcast, learn about the exciting new capabilities, what it means to existing customers and the value it presents. Hear the CA ITSM Product Management team present:

      • The future of CA Business Intelligence 4.1 in CA Service Management
      • What’s this mean for existing CA Business Intelligence implementations
      • Introduction of Jaspersoft
      • What’s included and what’s not
      • When will it be available
      • Q&A

 

Recording HERE: CA Service Management Community Webcast The New CA Service Management Reporting Engine

 

 

Hope to see you there!

 

RSVP and Add to Your Calendar HERE:  CA Service Management Community Webcast - The New CA Service Management Reporting Engine

We are pleased to announce the availability of CA Service Management 14.1.03. This release is a value pack delivered as a cumulative patch for CA Service Desk Manager 14.1 and above.

 

The most notable addition in the release is the new xFlow user experience for your service desk analysts. It provides them with a complete contextual understanding of the work that needs to get done and why and is optimized to provide the right resources at the right time to solve issues quicker. The key features of the xFlow analyst user experience include:

 

  1. Heat: A multi-dimensional scoring model to prioritize the ticket backlog using prioritization factors that analysts use every day.
  2. Weather: At-a-glance view of an analyst's day. Weather aggregates individual queue, team queue, and environment change elements together to provide analysts with a holistic view of the current work environment and upcoming work.
  3. Work Streams: Work Streams help organize tickets in desired fashion to achieve higher degree of efficiency when analysts work across multiple queues.
  4. Command Bar: A single text box with active assistance that drives keyword-based actions to capture and manage ticket information more efficiently and quickly.
  5. Story Timeline: A sequential at-a-glance view of a ticket’s history enabling quicker understanding and easier handoffs.
  6. Suggested Experts and Solutions: Recommendations for the IT experts best rated to assist on an issue and suggested solutions based on knowledge, similar incidents and information from external sources.

 

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

 

You can download your copy of CA Service Management 14.1.03 from CA Support Online CA Service Management Solutions & Patches.

 

We encourage you to visit CA Service Management documentation wiki to review what’s new in this release and how to implement the update. You can also view a Community Webcast that covers release overview.

questions+and+answers.jpeg

 

It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed".

           

See a question below you might have a response for? Jump In!

Help a Fellow Community Member Out!

Here are the unanswered questions for this coming week. AWESOME how everyone is pitching in helping each other out

Convert with pdm_uconv (umlaut) to UTF-8

how to list  Knowledge Report Card by owner

Nimsoft Ticket Auto Close

Can we retrieve form field values from 2 different forms on the same Request, in 1 function before Request submission?

Focus using getelementbyid

pslwriter issue

How to find UUID for any installed software in CA ITAM.

Relationship Conflicts for Scheduled Changes

 

Thank You All for Your Efforts!

Chris

questions+and+answers.jpeg

 

It's great that we have such a vibrant community to get quick answers to questions and gain product knowledge! We have very active members jumping in to help others out all the time. The goal of the community is to respond to every members' question so that no one goes away "empty handed".

         

See a question below you might have a response for? Jump In!

Help a Fellow Community Member Out!

ONLY ONE unanswered question for this coming week! AWESOME how everyone is pitching in helping each other out

Catalog Form Textarea format

 

Thank You All for Your Efforts!

Chris