CA Service Management

What's New in CA Service Management 

1. 1. Pre-Con Education: What's New in CA Service Management Allen Houpt DevOps: Agile Ops CA Technologies ITSM Product Marketing DO5X95E @AllenHoupt #CAWorld #ITSM Dale Clark CA Technologies ITSM Product Management
2. 2. 2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD © 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies. The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA. For Informational Purposes Only Terms of this Presentation
3. 3. 3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Abstract 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. Allen Houpt Dale Clark VP Product Management CA Technologies Advisor, Product Marketing
4. 4. 4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Agenda TRENDS  DRIVING NEED FOR CHANGE AND UPGRADE? THE VALUE OF UPGRADING – RELEASE FEATURES & BUSINESS VALUE MIGRATION CONSIDERATIONS AND SERVICE OFFERINGS ADDITIONAL INFORMATION SUMMARY 1 2 3 4 5
5. 5. Is the Service Desk World Any Different Today?
6. 6. 6 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Delivering Business Value Empowered; Self-service Consumer-like Experience Social & Collaborative Mobility Business Consumers Improved Quality Prove Business Value Cost/Consumption Transparency Reduce Change and License Risk Decision Makers More Automation Deep Integrations OOTB Best Practices & Services Administrative Ease Power Users Lower Cost of Ownership Reduce Business Risk Improve User Satisfaction Make Better Decisions & Prove Value Increase Productivity
7. 7. 7 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Release Themes and Value Year Release Themes Value 2015 Value Packs • User Experience – Search & Self-service personalization; Catalog Form Designer, Notifications & UI Enhancement • Automation – Environment Promotion • User satisfaction • Total Cost/Productivity/Lower Risk 2014 14.1 • User Experience – Modern, My Resources*, Password reset* • Automation – “Smart” Install & Upgrade, OOTB services content* • Decision-making – Business Value Reporting • User satisfaction • Productivity • Total Cost 2013 12.9 • User Experience – Unified Self-service • Automation – Advanced availability • User satisfaction • Productivity Mobility 2.0 • Mobility – Common mobile framework • User satisfaction 2012 Collaboration & Mobility Release • Mobility – Targeted mobile apps • User experience – CA Open Space • User satisfaction • Productivity 12.7 • Mobility – Browsers & API • Automation – Change & Process • Business risk reduction • Productivity 2011 12.6 • User Experience – UI Upgrade • User satisfaction/Productivity 2010 12.5 • Automation – extensive enhancements • Productivity 2009 12.1 • Automation – Change Management • Business risk reduction • Productivity 2008 12.0 • Integration – CMDB, Support Automation, Knowledge Tools • User Experience – Role-based UI • User satisfaction • Productivity * Requires CA Service Management Package
8. 8. CA Service Management Value Pack 2
9. 9. 9 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD 14.1 Value Pack 2  Environment Promotion - Simplifies the process of moving configuration changes through the Dev, QA, UAT to PROD environments  Copy MDB process duplicates MDB configuration to create Dev, QA, UAT environments  Search Personalization  Unified Self-service – Include CA Service Desk Manager Attributes, Hide/Show Communities, reset EEM passwords within Unified Self-service  Common Patch Installer – install patches across CA Service Management products (a.k.a. 14.1.02 – Delivered November 9, 2015)
10. 10. 10 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Environment Promotion Development (SM Products) •Customizations •Adaptations •Configurations •Content – e.g. Lists, Roles, WF etc. Test (SM Products) •Customizations •Adaptations •Configurations •Content – e.g. Lists, Roles, WF etc. •Test Data Production (SM Products) •Customizations •Adaptations •Configurations •Content – e.g. Lists, Roles, WF etc. •Transactional Data Pain Points • Manual – Copy, Recreate • Error-prone • Time consuming, expensive • Large outage window
11. 11. 11 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD MDB MDB MDB MDB Level Setting – Documented Procedure
12. 12. 12 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD A Common Patch Installer for CA Service Management
13. 13. CA Service Management Value Pack 1
14. 14. 14 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Value Pack 1 (aka 14.1.01 – Delivered April 15, 2015)  Forms search  Form associations  Email Notifications for notes and attachments  Refreshed Icons and Label options  Attachments for CIs and Manual Notify  Show CC list in notifications  CC lists for Manual Notify  Classic Workflow available for Request, Incident and Problem objects CA Service Desk ManagerCA Service Catalog
15. 15. 15 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Catalog Form Designer and Picker  Forms can be searched in Form Designer and Picker  Form associations can be viewed to understand dependencies
16. 16. 16 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Catalog Notifications  Email notification for notes  Email notification for attachments  Configurability
17. 17. 17 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Catalog User Interface (UI) Enhancements  Flat icons for out-of- the-box content  Improved UI label option for simple offerings  Also seen in Unified Self-service
18. 18. 18 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Configuration Item Attachments  Ability to add/remove attachments from Attachments tab in Configuration Items (CI)  Uses the new file selection mechanism introduced in 14.1  URLs can also be attached to the CI  Uses Activity Log for audit
19. 19. 19 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Manual Notify Attachments  Add attachment/URL to a Manual Notification  Ability to add attachments in Manual Notification sent via e-mail method  Ability to send the attachments in e-mail via Manual Notification  Ability to see and download the attachments from e-mail which is received from Manual Notification
20. 20. 20 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Show All Recipients on “TO” Line  Currently only shows the single recipient; no one knows who else got the e-mail  E-mails sent via Manual Notify and Automatic System Notifications must show all recipients on “TO” line  Options Manager | Email | mail_show_to_cc_list installed by default
21. 21. 21 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Manual Notify Carbon Copy (“CC”)  Ability to add “CC” e-mail address in a Manual Notification  E-mails sent via Manual Notifications must show all recipients on “CC” line  Options Manager | Email | mail_show_to_cc_list installed by default  Not applicable to Automatic System Notifications
22. 22. 22 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Service Desk Classic Workflow  Classic Workflow available in Request, Incident, Problem  Ability to define different Classic Workflows for each ticket object (Request, Incident, Problem) for the same Area  Ability to choose Classic Workflow or CA Process Automation for each ticket object (Request, Incident, Problem) for the same Area  Same capabilities as in Change Order and Issue
23. 23. CA Service Management 14.1
24. 24. 24 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Management 14.1 User Experience  Increased user satisfaction & productivity Features  Modernized self-service  iOS 7 look  Across solution  “Quick Value” Content*  End users  Admins  Enhanced Mobile  iOS 7 look  Multi-tenancy Business Value  Improved user satisfaction  Increased Productivity  Better service adoption  Reduced demand on IT Analysts “Quick Value” Content * Requires service management package PASSWORD RESET ADMIN. TASKS
25. 25. 25 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD * Requires service management package Common Administration Common “Smart Install” DISCOVER CONFIGURE SUMMARIZE INSTALL VALIDATE DEPLOY USERS TENANTS CONFIGS ROLES CA Service Management 14.1 Automation  Lower Total Cost of Ownership Features  “Smart” install and upgrades  Common Administration -Self-service -“Quick Value” content* Business Value  Increased power user satisfaction  Easier administration  Easier upgrade and maintenance  Increased productivity & consistency  Reduced cost of ownership
26. 26. 26 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 14.1 Decision-making  Advanced Reporting Features  Business Value Reports - cost focused  Out-of-the-box reports & dashboards  In-depth view of service demand  Support for trend analysis on key metrics  Location based comparison of demand and operational metrics Business Value  Make better decisions based on business impact  Understand actual cost of service disruptions  Gauge operational effectiveness of Support
27. 27. 27 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 14.1 Other Enhancements  Right-click copy/paste  Multi-File Upload  SQL Server support for Unified Self-service  Manual Notify check for Contact e-mail address  Mask Session ID in browser URL  Catalyst Connector Special Character improvements
28. 28. CA Service Desk Manager 12.9
29. 29. 29 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 12.9 User Experience & Automation  User Satisfaction & Productivity Features  Unified Self-service  Federated search  CMDB expanded virtual and cloud support  Advanced availability • Rolling maintenance • Transparent upgrades Business Value  Increased user productivity  Increased user satisfaction  Reduced system down- time
30. 30. 30 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Mobility 2.0 Release Mobility Capabilities  User Satisfaction & Increased Productivity Features  Common mobile framework across our ITSM solutions  Unified and simplified mobile user experience Business Value  Increased user satisfaction  Increased productivity
31. 31. 31 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Collaboration & Mobility Release Mobility  User Satisfaction & Productivity Features  Mobile-optimized ITSM solutions for end users and Analysts  Task approvals  Ticket creation  Queue management  Collaboration and knowledge search  Ticket status Business Value  Anytime, anywhere access  Increased user productivity  Increased user satisfaction  Quicker issue resolution
32. 32. 32 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Collaboration & Mobility Release Collaborative Self-service  User Satisfaction & Productivity Features  CA Open Space on- premise and standard service desk feature  Collaborate with other users, IT experts, Analysts  Search Sharepoint, Google, service desk knowledge, etc. with single result display  Create/view tickets  iPad®, iPhone® Business Value  Increased user and Analyst productivity  Increased user satisfaction  Quicker issue resolution  Resolve issues and requests without involving IT or Support  Support analysts can focus on more relevant tasks
33. 33. CA Service Desk Manager Releases 12.7  12.0
34. 34. 34 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 12.7 Mobility and Automation  Productivity & Risk Reduction ITIL® is a Registered Trade Mark of AXELOS Limited. Features  Safari & Chrome support - access UI from tablets  RESTful Web Services API – build custom mobile apps  Change Audit and Control Facility  Import Excel/other sources to CMDB  ITIL® best practice content Business Value  Increased user satisfaction  Automate handling of unauthorized changes  Increased user and Analyst productivity  Efficiency via process improvement  Better governance of change and other processes
35. 35. 35 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 12.6 User Experience  User Satisfaction & Productivity Features  User Interface Refresh  Nested Tabs  Mouse-over preview  Search-as-you-type  Data Grid List  Updated colors, fonts, icons, and buttons Business Value  Increased user satisfaction  Increased user and Analyst productivity
36. 36. 36 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 12.5 Automation  Productivity Features  Expanded Process Automation  Enhanced Multi- Tenancy  Priority Calculation  Enhanced CI Reconciliation  Status Transition Control  Automated Closure Resolved Tickets  Contact Special Handling/VIP Business Value  Increased user satisfaction  Increased user and Analyst productivity  Process standardization and enforcement
37. 37. 37 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 12.1 Automation  Productivity & Risk Reduction Features  Enterprise Change Management  Unified Change Calendar  Change Collision Detection  Risk Assessment  Change Advisory Board Console  Change Impact Explorer  Change Process Workflow Visibility Business Value  Increased Analyst productivity  Efficiency via process improvement  Better governance of change processes  Reduces service outages  Quicker analysis of issues
38. 38. 38 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Service Desk Manager 12.0 Integration & User Experience  User Satisfaction & Productivity PhoneWeb-based Assistance Self-Service  Call Deflection  Reduce Cost  Customer satisfaction  Compliance  Automated diagnostics and repair processes  24x7 service availability  knowledge search  Integrated transfer to assisted support Self-Service Automation Live Automation  Automated diagnostics/repair processes  Real-time consultant  Remote admin tools (chat, software/ hardware inventory, file transfer, registry and file system editing, take screenshot remote control, reboot / reconnect)  Integrated knowledge base Features  Integrated Knowledge Tools, CMDB, Support Automation as standard features  Role-based UI  SAP Business Objects reporting  Notification rules Business Value  Increased user and Analyst productivity  Increased user satisfaction  Quicker issue resolution
39. 39. Migration Considerations and Service Offerings
40. 40. 40 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD End-of-Service Dates  CA Service Desk Manager 12.9 – Not announced  CA Service Catalog 12.8 – December 31, 2015  CA Service Desk Manager & Service Catalog 12.7 – December 31, 2015  CA Service Desk Manager 12.6 – December 31, 2015  CA Service Desk Manager 12.5 – May 31, 2013*  CA Service Desk Manager 12.1 – December 31, 2012*  Unicenter Service Desk 11.2 – April 30, 2012*  Unicenter ServicePlus Service Desk 6.0 – June 30, 2009* * These versions are already in an End-of-Service status. Customers running these versions are encouraged to upgrade to the latest release.
41. 41. 41 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Upgrading to the Current Release  Upgrade capability from following CA Service Desk Manager releases: 11.2 12.0 12.1 12.5 12.6 12.7 12.9 14.0 * Some SDM version/platform combinations may require a two-step upgrade process Note: The release following 12.7 was 12.9; there was no 12.8 release  Migration from Unicenter Service Desk 6.x Release – Due to the legacy of this release and the numerous architectural and capability enhancements CA Technologies recommends a net-new implementation  Supported languages: – English - French - Italian - Brazilian Portuguese – German - Japanese - Spanish - Simplified Chinese – French-Canadian
42. 42. 42 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD CA Upgrade Services - Value at a Glance  Quicker route to 14.1 go-live  Upgrade approach lowers risk  Sets stage for faster adoption to not yet implemented functionality  Keeps in-house resources focused on strategic tasks  Leverages CA SMEs already familiar with upgrade processes and considerations  Limits upgrade risk and disruption  Simplifies budgeting and financial visibility  Faster go-live for new release means faster return on CA Service Desk Manager investment  Reduces costs  Helps achieve maximum ROI OPERATIONAL BENEFITS STAFF BENEFITS FINANCIAL BENEFITS
43. 43. Summary
44. 44. 44 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Why Upgrade Now? Reduced Total Cost of Ownership  “Smart” install and upgrade simplifies ongoing effort  Common Administration across CA Service management solutions reduces administration time: multi-tenancy, users, roles, configurations*  Best practices content enables easier implementation and use Increased Productivity  Access information and take action via mobile devices; build mobile applications  Automated change controls and issue prioritization; proactive issue identification  “Quick Value” content provides out-of-the-box services for business consumers and administrators* Improved User Experience  Unified Self-service provides one-stop shopping for all IT services and answers  Modernized user-interface offers a more intuitive navigation and greater flexibility  Mobility enables access when and where needed Make Better Decisions  Improve access to and analysis of relevant service management data * Requires service management package
45. 45. 45 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Q & A
46. 46. 46 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Recommended Sessions SESSION # TITLE DATE/TIME DO5X162S State of Colorado Takes the Road to ITSM Maturity: - Playing the Game and Winning 11/18/2015 at 1:00 pm Breakers L DO5X163S Appriss Supercharges ITSM Efficiency with Process Automation to Save Lives 11/18/2015 at 2:00 pm Breakers L DO5T19S Oppenheimer Funds Brings IT to the People with ITSM Self-Service and CA Service Catalog 11/18/2015 at 3:00 pm Theater 5 (show room floor) DO5T06S Vision & Strategy: The CA Road to a New ITSM Experience 11/18/2015 at 4:30 pm Theater 5 (show room floor)
47. 47. 47 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Must-See Demos ITSM Designed for Humans CA Service Management Theater 5 Let Analysts Help People CA Service Desk Manager Theater 5 Make IT Simple with ITSM CA Service Catalog & Unified Self-service Theater 5 Dashboards for Better ITSM Xtraction for CA Service Management Theater 5
48. 48. 48 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Follow On Conversations At… Smart Bar CA Service Management Theater 5 Tech Talks Design Thinking for Next Generation ITSM Theater 5 (Tech Talk)
49. 49. 49 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD For More Information To learn more, please visit: http://cainc.to/Nv2VOe CA World ’15

Dale Clark

Allen Houpt