CA Service Management

We are currently upgrading to r14 Service Desk under the impression this was ITIL compatible, but to find out that there are no Customer Request htmpl pages. Why can employees raise a request and customers can not, ITIL means Requests, Incidents and Problems.  Customers should be able to raise a Request or Incident, and we should not have to tweak the format pages or the to have the employee interface and set roles just to have a request. are you going to supply pages for customers to use?

Anita -

CA Service Desk Manager 14.1 has been verified to support Request Fulfillment (see Pink Elephant - https://www.pinkelephant.com/en-US/PinkVERIFY/PinkVERIFYToolsets). Additionally, we have not made specific changes to Requests in 14.1. Therefore, it is concerning that you are not seeing this functionality for your customers. Would you be open to having a discussion so that we can better understand what you are experiencing? If so, please send me your contact information, and I will coordinate a meeting. 

Thank you,

Carol Piccus

carol.piccus@ca.com

AnitaEvans1 I see no problem there since it is just the question o rights and configuration. If you wan't for customer role  to have incidents, request and problems simply specify for customer role Customization Form Group Employee, change functional access settings and data partitions. If you know what are you doing you can do it in 10 minutes. If system by default is not configured as you expect that does not mean that it is not compatible with ITIL best practices, since everyone has their own understanding and adaption for ITIL.

CarolPiccus Pink is just another private company. Now AXELOS as ITIL franchise holders has their own certification for ITSM tools https://www.axelos.com/licensing/itil-software-scheme/endorsed-software-tools. And CA failed or even did not had intention to certify CA SDM, as well as they did it with Gartner las year.