CA Service Management "Meet the Experts" Community Webcast Series

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Listed below are the upcoming and recorded community webcast series. We will update each topic with the recording once complete, and update new sessions at the beginning of each quarter. Please continue to visit this page for community webcast series updates.

 

 

TopicWebcast Invite or Recording
[WEBCAST] Taking CA Service Management beyond IT at Woolworths SA for More Value – September 27, 2018 @11 a.m. ET

 

Taking CA Service Management beyond IT at Woolworths SA for More Value

Many CA Service Management (CASM) customers are receiving added business value using the solution outside of IT in internal and external facing use cases. In this first webcast in a multi-webcast series, Woolworths SA presents how they are using CASM in non-IT use cases and the value they are receiving. Use cases covered will include requests and issues associated with facilities maintenance, stock management between their retail stores and distribution centers, and other examples. Attend and maybe find ways your organization can achieve greater return on your existing CASM investment by going beyond an IT service desk with CASM.

Presented by Qaneet Laher, Head of IT: Operations and Service, Woolworths SA

Recording: [REPLAY] Taking CA Service Management beyond IT at Woolworths SA for More Value – September 27, 2018 

Presentation: [RECAP] Taking CA Service Management beyond IT at Woolworths SA for More Value – September 27, 2018 

[WEBCAST] An AI-based Virtual Agent for CA Service Management – September 6, 2018 @12 p.m. ET

 

An AI-based Virtual Agent for CA Service Management

Things are moving fast in the Artificial Intelligence world. Advances in Natural Language Processing and Machine Learning have opened new channels of interaction between ourselves, each other and the technical world we live in. In the ITSM realm, these advances create an opportunity to reconsider how to most effectively deliver a superior support experience in a manner that fits our constituents’ individual communication styles, channels and preferences. In this session, Dale Clark, formerly of CA Service Management Product Management, will present a Virtual Agent platform called Luma, developed by CA partner Serviceaide, that is targeted to the specific needs of today’s Service Management organizations. The first stage of this new capability includes an AI-based Virtual Agent technology that ties into CA Service Management and CA Service Desk Manager implementations. Attend this Community webcast to learn about the challenges with current support and self-service approaches and to see how a Virtual Agent platform can change the way you can deliver a great support experience.

Recording: [REPLAY] An AI-based Virtual Agent for CA Service Management – September 6, 2018 

CA ITSM Community Webcast - Tips and Tricks for Building Your CA Service Management Solution on AWS - May 30th 11:00AM ET

 

In this Community webcast, Brian Poissant - a CA ITSM Engineering Services Architect and Certified AWS Solutions Architect/Developer/Sys Ops Administrator - will cover tips and tricks for building out your CA Service Management instance on Amazon Web Services (AWS). The session will include topics like EC2 auto-scaling, automation and notification management and automating your deployment. He will also discuss how to leverage AWS to develop and test an AWS implementation in a secured public cloud.

 

Presented by Brian Poissant, Sr Principal Engineering Services Architect, Ca Technologies

Recording: [REPLAY] Tips and Tricks for Building Your CA Service Management Solution on AWS – May 30, 2018 

Presentation: [RECAP] Tips and Tricks for Building Your CA Service Management Solution on AWS – May 30, 2018 

CA ITSM Community Webcast - Tips, Tricks & Tools to Make Upgrading to New Releases of CA ITSM Easier – February 27th 11:00AM ET

 

Learn the tips and tricks of upgrading to CA Service Management 17.1 or prior releases from CA experts who have done it. Also, get all the details and a demonstration of how to use recently released upgrade utilities that can make your upgrades much easier, even if you have done extensive customizations.

 

Presented by Ishrat Aziz Software Engineering (CA)

Recording: Replay - Tips, Tricks & Tools to Make Upgrading to New Releases of CA ITSM Easier 

CA ITSM Community Webcast - Repeat: CA Service Management 17.1 – Overview and Drill-down - February 22nd 11:00AM ET

 

Hear directly from Product Management experts about our newest release, CA Service Management 17.1. You’ll hear about new features including self-service business intelligence and an app launcher in xFlow. You’ll also learn about enhancements to xFlow in the areas of workflow, SLA management and ticket attributes, as well as improved license usage and maileater capabilities. This webcast will include a demonstration of the new features, how to get the new release, what value you can expect and a live Q&A.

 

Presented by Dheeraj Pershad Product Management (CA) and Rajeev Kumar Product Management (CA)

Recording: Replay - Repeat: CA Service Management 17.1 – Overview and Drill-down 

Presentation: CASM 17.1 Webcast 

CA ITSM Community Webcast - CA Service Management 17.1 – Overview and Drill-down - Feb 12th 1:00AM ET

 

Hear directly from Product Management experts about our newest release, CA Service Management 17.1. You’ll hear about new features including self-service business intelligence and an app launcher in xFlow. You’ll also learn about enhancements to xFlow in the areas of workflow, SLA management and ticket attributes, as well as improved license usage and maileater capabilities. This webcast will include a demonstration of the new features, how to get the new release, what value you can expect and a live Q&A.

 

Presented by Dheeraj Pershad Product Management (CA) and Rajeev Kumar Product Management (CA)

See Recording Below

CA ITSM Community Webcast - CA Service Management 17.1 – Overview and Drill-down - Feb 12th 11:00AM ET

 

Hear directly from Product Management experts about our newest release, CA Service Management 17.1. You’ll hear about new features including self-service business intelligence and an app launcher in xFlow. You’ll also learn about enhancements to xFlow in the areas of workflow, SLA management and ticket attributes, as well as improved license usage and maileater capabilities. This webcast will include a demonstration of the new features, how to get the new release, what value you can expect and a live Q&A.

 

Presented by Dheeraj Pershad Product Management (CA) and Rajeev Kumar Product Management (CA)

Recording: Replay - CA ITSM Community Webcast - CA Service Management 17.1 – Overview and Drill-down 

Presentation: CASM 17.1 Webcast 

CA ITSM Community Webcast - Integrating CA Service Management for Greater Value - Jan 30th 11:00AM ET

 

ITSM plays an ever-increasing role in the broader IT environment and as such, there lies opportunity to derive and show more business value from your investment in CA Service Management or CA Service Desk Manager. This webcast will explore many process areas where ITSM can play in this picture, like event and availability management, service portfolio management, change management, asset management, and others. Using CA Service Management as the example, it will present the integration points, how to make them happen from a technology and data perspective, and the business outcomes and value that may result. You’ll hopefully take away many ideas where you can gain more value from your investment in CA.

 

Presented by Brian Poissant - Sr Principal Engineering Services Architect, CA Technologies, Amy Chenard - Sr Principal Engineering Services Architect, CA Technologies

Recording: Replay - CA ITSM Community Webcast - Integrating CA Service Management for Greater Value 

Presentation: Jan 30 Community Webcast - CASM Integrations 

CA ITSM Community Webcast - Get Optimal Value from CA Service Management’s Change Management Capabilities – Dec 11th 11:00AM ET

 

CA Service Management has extensive Change and Configuration Management capabilities, but are you getting all the value you can from them? Are you even using them? This session will look at additional value CA Service Management can bring to your organization in the area of Change and Configuration Management and how it can help increase your shop’s ITSM maturity. You will learn about best practices, tricks and processes that can make this traditionally complex area easier to pull value from. Topics covered will include discovery, federation, reconciliation, synchronization, rogue changes, service modeling, integrating with release automation tools and more.

Presented by John Weston, Sr. Principal Consultant, CA Technologies

Recording: Replay - CA ITSM Community Webcast - Get Optimal Value from CA Service Management’s Change Management Capabilities 

Presentation: Get Optimal Value from CA Service Management’s Change Management Capabilities 

CA ITSM Community Webcast - Drive ITSM Maturity and Increase User Adoption with CA Service Catalog – October 31st 11:00AM ET

 

Drive ITSM Maturity and Increase User Adoption with CA Service Catalog

CA Service Catalog is a free capability of CA Service Management, but are you getting all the value you can from it? Are you even using it? This session will look at the value CA Service Catalog can bring to your organization, how it can drive user adoption and satisfaction and increase your shop’s ITSM maturity. You will learn about such topics as how to use Service Catalog as the front-end for all kinds of request activities - both technical and non-technical, how it plays with Unified Self-service, how to leverage CA Process Automation to increase the catalog’s value, using CA Service Desk Manager and CA IT Asset Manager in conjunction with the catalog for fulfillment activities, and more.

Speaker: John Weston, Sr. Principal Consultant, CA Technologies

Recording: Replay - CA ITSM Community Webcast - Drive ITSM Maturity and Increase User Adoption with CA Service Catalog 

Presentation: Service Catalog Webinar 2017-10-31 

CA Service Management Community Webcast - Basic and Advanced Tips and Tricks to Successfully Manage Your Hardware Assets with CA IT Asset Manager  - August 29th 11:00AM ET

 

This session takes a deep look into how to best leverage CA IT Asset Manager - Asset Portfolio Management to more effectively manage your hardware assets. You will not only learn about how to better use the core features, but you'll also get into the nitty gritty of how to employ some of the more obscure capabilities that could provide significant return on your efforts.

 

Presented by Kim Rasmussen, Engineering Services (CA)

Recording: Replay - CA ITSM Community Webcast - Tips and Tricks to Successfully Manage Your Hardware Assets with CA ITAM 

Presentation: Basic and Advanced Tips and Tricks to Successfully Manage Your Hardware Assets with CA IT Asset Manager 

CA Service Management Community Webcast - Winning the Software License Management Game with CA IT Asset Manager - July 27th 11:00AM ET

 

Learn about the ingredients to Software Asset Management (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 that goes beyond just managing the assets into simulation and optimization.

 

Presented by Michel Avenel, Product Management (CA)

Recording: Replay - CA ITSM Community Webcast - Winning the Software License Management Game with CA IT Asset Manager 

Presentation: CA Software Asset Manager Jumpstart - Abbreviated 

CA Service Management Community Webcast - Upgrade Trouble Shooting – June 27th 11:00AM ET

Upgrade Trouble Shooting.

 

Please join us an informative hands-on session where we will speak to and demonstrate how to overcome some of the most commonly reported upgrade issues, to include automation tool conflicts/errors and data migration issues.

 

This session is hosted by Alex Peretti, CASM Principal Support Engineer

Recording: Replay - CA Service Management Community Webcast - Upgrade Trouble Shooting  

Presentation: Upgrade Trouble Shooting 6-27-2017 

CA Service Management Community Webcast - Demystifying the Upgrade Process – June 6th 11:00AM ET

 

Demystifying the Upgrade Process.

 

Please join us for an informative session where we will cover upgrade best practices, the latest automation tools & documentation available and a few tips and tricks to make your move to the latest release as smooth a process as possible.

 

This session is hosted by Alex Peretti, CASM Principal Support Engineer

Recording: Replay - CA Service Management Community Webcast - Demystifying the Upgrade Process 

Presentation: Demystifying the Upgrade Process 

CA Service Management Community Webcast - Updated Defect Resolution Process – May 25th 11:00AM ET

 

Overview of recent changes to the Defect Resolution Process as announced recently Updated Approach to Defect Resolution Process (https://communities.ca.com/community/ca-service-management/blog/2017/05/12/updated-approach-to-defect-resolution-process) with Q&A to address questions regarding about the new process.

 

Presented by Carol Piccus, Sr Product Manager (CA)

Recording: Replay - CA Service Management Community Webcast - Updated Defect Resolution Process 

 

Presentation: CA Service Management - Defect Resolution Process - A Cumulative Approach 

Learn more about CA Service Management's Jaspersoft Reporting (CABI 6.2) – April 13th 11AM ET

 

Get an update on capabilities and features of CA Service Management's Jaspersoft reporting engine. Find out what reports are available out-of-the-box, and how to build reports of your own. Also learn more about CASM’s Business Intelligence (CABI) direction and strategy.

Presented by Amy Chenard, Sr Principal Engineering Svcs Architect and Rajeev Kumar, Director, Product Management

 

NOTE - This session was originally presented on March 28th but due to audio issues was not recorded. This April 13th session was recorded and provided an additional opportunity for questions and feedback. There was an issue during the demo that caused an interruption. For that reason we have included a recorded version of the demo only.

Recording: Replay - CA ITSM Community Webcast - Learn more about CA Service Management's Jaspersoft Reporting (CABI 6.2)  

 

Recording (Demo Only): Replay - Demo - CA Service Management's Jaspersoft Reporting Engine - April 13th-2017 

 

Presentation: CASM-Reporting (Jaspersoft) 

Learn more about CA Service Management's Jaspersoft Reporting (CABI 6.2) – March 28th 11AM ET

 

Get an update on capabilities and features of CA Service Management's Jaspersoft reporting engine. Find out what reports are available out-of-the-box, and how to build reports of your own. Also learn more about CASM’s Business Intelligence (CABI) direction and strategy.

Presented by Amy Chenard, Sr Principal Engineering Svcs Architect and Rajeev Kumar, Director, Product Management

Recording: Due to audio issues, this session was not recorded. The April 13th session will be recorded and posted.

CA Service Management Community Webcast - What’s New in CASM 17.0 - February 28th 11:00AM ET

 

CA Service Management 17.0 scheduled for release in early 2017 and contains several new features to help improve analyst communication and efficiencies. In this session Product Management will speak to new xFlow collaboration and usability enhancements, the updated UI for SDM, Service Catalog and Asset Portfolio Management, as well as several quality, performance, and security improvements.

Recording: Replay - What’s New in CASM 17.0 

NOTE: Because this session contained roadmap information, there is no presentation provided.

OUTDATED - Making ITSM Exciting - The CA Service Management Vision and Roadmap - February 14th 11:00AM ET

 

Service Desks and ITSM have been around for a long time. In fact, many say the ITSM product market is commoditized with little differentiation. We don’t buy that! And likely neither do you if who have seen some of the latest releases of CA Service Management. The exciting Unified Self-service and xFlow features are just the beginning. Attend this webcast and learn about the CA Service Management roadmap and vision for the “new” ITSM. We’ve only just begun!

Recording: Because this session contained roadmap information, it is only available on the CA DocOps requiring login. https://docops.ca.com/x/QQ1hFw 

NOTE: Because this was a roadmap session there is no presentation provided. There was an audio issue about 15min in that was addressed quickly.

Customer Case Study - Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime - January 31st 11:00AM ET

 

In this case study, Woolworths will share their end-to-end IT Service Management journey - the highlights, tips, quick wins and things to avoid. Learn how the combination of CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager and CA Process Automation provides absolute control over the entire IT estate in terms of day-to-day management - from Incident to Problem to Change to Release Management. The automation of these processes via these products and the management thereof provides the foundation to slick and flexible decision making without the traditional risks associated with a retail IT environment.

Recording: Replay - CA Service Management Community Webcast: Customer Case Study - Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime  

Presentation: Integrated ITSM Processes - Woolworths Presentation

Change & Configuration Management Best Practices – December 20th 11:00AM ET

 

In this session we will focus on Change and Configuration Management best practices and look at how these two traditionally complex processes can be easier to understand and deploy. We’ll cover key features from CA Service Desk Manager's CMDB and Change Management solution and discuss the important aspects of how discovery, federation, reconciliation, synchronization, rogue changes, service modeling play a large role in your ITSM practice.

Recording: Replay - CA Service Management Community Webcast - Change & Configuration Management Best Practices 

Presentation: CMDB - Recommendations  

ITSM Maturity - Practical steps to advancing your ITSM Maturity - November 29th 11:00AM ET

 

In this webcast we will discuss 8 key areas to focus on when it comes to advancing your organizations ITSM maturity. Topics will include incident, problem, change, configuration, request and knowledge management, in addition to user experience and process automation. We will also discuss the importance of having an underpinning documentation and training plan to help support your organizations transition to more mature processes.

Recording: Replay - CA Service Management Community Webcast - ITSM Maturity - Practical steps to advancing your ITSM Maturity 

Presentation: ITSM Maturity - CAPA Webcast 

ITAM - Getting Control of Your IT Assets – October 25th 11:00AM ET

 

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 are costing the business.

Recording: Replay - CA Service Management Community Webcast - ITAM – Getting Control of Your IT Assets 

Presentation: CA IT Asset Management 

Process Automation in the Real World – September 27th 11:00AM ET

 

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.

Recording: Replay - CA Service Management Community Webcast - Process Automation in the Real World – September 27th 11:00AM ET 

Presentation: No Presentation for this Event

Unified Self-Service and Service Catalog – August 30th 11:00AM ET

 

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.

Recording: CA Service Management Community Webcast - Unified Self-Service and Service Catalog  

Presentation: Unified Self-Service Presentation 

 

Additionally, check out the sessions on the CA BrightTalk channel:

Service Management Insights - CA Technologies

 

Educational Webcasts for Business & IT Professionals

The consumerization of IT, BYOD and changing service delivery models are driving organizations to really transforming their approach to Service Management. This is requiring a re-think of the IT front office, emphasizing self-service, improved collaboration and integrated and personalized offerings targeted to their specific audience, available across any device. At the same time, organizations continue to need to reduce costs and drive operational efficiency to free up resources to support innovation and growth initiatives.

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