What you may have missed in the CA Service Management Community! October 2016

Document created by Chris_Hackett Employee on Nov 14, 2016
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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.


Your CA Service Management Feedback is Crucial!  

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

We recently launched a Customer Feedback Survey for the CA Service Desk Manager product. This one to three-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 filled out 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. We may even reach out to you to get deeper understanding of your comments.

So please take the few minutes it takes to complete this survey by clicking on the Survey icon below. The survey is open through January 13, 2017.





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!


UBI Banca Optimizes Help Desk Management with CA Service Desk Manager 


UBI Banca is one of Italy’s leading banking groups, made up of eight banks operating through 1,560 branches.


UBI Banca wanted to improve help desk efficiency and reduce total cost of ownership (TCO) without changing the company’s processes.


UBI Banca replaced its three existing tools with CA Service Desk Manager, which is today used by 17,000 employees and more than 400 operators and analysts.


The number of tickets is down by around 10 percent, with quicker response times and lower total cost of ownership.

Read the full story here: UBI Banca Optimizes Help Desk Management with CA Service Desk Manager 



400+ CA Service Management Practitioners all in One Place? CA World!  




CA Service Management “Meet the Experts” community webcast series 

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 "Meet the Experts" Community Webcast Series 

We look forward to seeing you on the webcasts!


CA Service Management Community Webcast - ITSM Maturity - Practical steps to advancing your ITSM Maturity – Nov 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.

Taking us through the discussion will be Allen Houpt, CA ITSM Product Marketing and Steve Mizak from Eagle Consulting.


RSVP and Add to Your Calendar HERE:CA Service Management Community Webcast - ITSM Maturity - Practical steps to advancing your ITSM Maturity – Nov 29th 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 are costing the business.

Presented by James Stasiak, Sr Principal Consultant, Presales

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

Presentation: CA IT Asset Management 



CA ITSM - Ask a Question, Get an Answer (November 11 - November 18) 

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





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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!





Community Manager, IT Business Management