Get With the xFlow—CA Service Management Customers Tell Their Stories About the New xFlow User Experience

1. World®
’16
Get With the xFlow – CA Service
Management Customers Tell Their Stories
About the New xFlow User Experience
Stephanie Connolly – ITSM Admin – Blue Cross Blue Shield Alabama
David Flores – Technical Support Lead – Belk, Inc.
Allen Houpt – Advisor, Product Marketing – CA Technologies
Frank Mueller – CEO – AXSOS AG
AMT114P
AGILE MANAGEMENT

2. 2 @CAWORLD #CAWORLD © 2016 CA. ALL RIGHTS RESERVED.
© 2016 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2016 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 @CAWORLD #CAWORLD © 2016 CA. ALL RIGHTS RESERVED.
Abstract
This session focuses on the new xFlow user experience for CA
Service Management which, enables support analysts to work
the way they want and deliver the quality of service their
customers expect. In this session, CA will interview CA Service
Management customer panelists about a typical day-in-the-life
of their support analysts, the reasons they embarked on
implementing the new xFlow user experience and their future
plans related to xFlow.
Allen Houpt
CA Technologies -
Advisor, Product
Marketing

4. 4 @CAWORLD #CAWORLD © 2016 CA. ALL RIGHTS RESERVED.
Context with Cardview, Heat
and Weather
Story Timeline
Service Genius, Suggested
Experts and Suggested
Solutions
With xFlow you get
At-a-glance view of service
desk business and priorities
Understand historical activities
of incidents and requests
Context based suggestive
knowledge; skills-based routing
for quicker faster resolution
Which enables you to …
Assistive Command Box
Recognizes keywords to
drive resolution
The xFlow Experience
xFLow for the Support Analyst
Gain context, prioritize, assistive resolution

5. 5 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Stephanie
Connolly
Blue Cross Blue Shield
Alabama -
ITSM Admin
The Panel
David
Flores
Belk, Inc.
Technical Support Lead
Frank
Mueller
AXSOS AG
CEO

6. 6 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Recommended Sessions
SESSION # TITLE DATE/TIME
AMX121S
Case Study: Using Process Automation in CA Service
Catalog to Deliver Services Faster
11/16/2016 at 3:45 pm
AMX18S
Slaying the Dragons of Agile, DevOps and ITSM
Information Flow
11/16/2016 at 4:30 pm
AMT05S CA Service Management: Vision & Roadmap 11/17/2016 at 11:30 am

7. 7 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must See Demos
Service Desk
and Support
Analyst xFlow
Experience
Software and
Hardware Asset
Management
Request
Management
and Self-service
Management
Insights –
Reporting and
Dashboards

8. 8 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Stay connected at communities.ca.com
Thank you.

9. 9 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agile Management
For more information on Agile Management, please visit:
http://cainc.to/9Zed5W