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Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service

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Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service

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Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service

  1. 1. Hands-on Lab: Get the Most Out of CA Service Management Unified Self-service Avneesh Bhatnagar – Sr. Principal Product Manager – CA Technologies John Sorensen – Advisor, Presales – CA Technologies AMX37E AGILE MANAGEMENT
  2. 2. 3 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD For Informational Purposes Only © 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. Terms of this Presentation
  3. 3. 5 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Agenda CONSUMING SERVICES THROUGH UNIFIED SELF-SERVICE FEDERATED SEARCH FOR INFORMATION RAISING ISSUES WITH SERVICE SUPPORT SERVICE REQUEST  APPROVAL  FULFILLMENT ADDING/MODIFYING CONTENT FOR SELF-SERVICE CONSUMPTION 1 2 3 4 5
  4. 4. 6 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Consuming services through Unified Self-service (USS)  Open Chrome and login to USS as jbrown/ca using the Forward Financial url  Go through the screen layout and content – consists of widgets that can be imported into any HTML portal like Microsoft SharePoint Demo of the mobile app 
  5. 5. 7 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Federated search for information  Click in the search window and type in VPN and click Enter  Click the See All option  Let’s go through the content returned on the different headings – Click on the unfold arrow to the right of the answered (green marked) ‘Connecting iPad to vpn’ entry in the Message Board list – Click Back in the browser – Click on the Juniper Networks – Network Connect – VPN Setup in the CA Service Desk Manager list
  6. 6. 8 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Federated search for information (cont.) – CA Service Catalog – click the offering shown and back in browser – Google – click on one of the hits – Logout of USS
  7. 7. 15 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Raising issues with service support  Click the Home icon in Chrome and then login to Unified Self-service as “kroberts/ca” using the Forward SP url  Click My Resources in the left-hand pane  Click on the Report an Issue link under one of the devices  Click on the Report an Issue link under one of the software items listed  Click Home in the left-hand pane and then Report an Issue
  8. 8. 16 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Raising issues with service support (cont.)  Watch the difference in ”ease of use” to the end-user between the three and how the two first can be leveraged to classify and pre-load information  Logout of USS
  9. 9. 17 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Service Request  Approval  Fulfillment  Click the Home icon in Chrome and then login to Unified Self-service as “jarnold/ca” using the Forward Financial url  Click Request a Service  Click Request Software  Scroll down and then click on Microsoft Visio 2010 Professional – Local Install  Select itasm in the available list of devices
  10. 10. 18 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Service Request  Approval  Fulfillment (cont.)  Scroll up/down and click Submit  Click Check out and submit  Switch to (or re-open) Firefox and then login to Unified Self-service as “rjones/ca” using the Forward SP url  Click on My Requests in the left-hand pane  Click Pending  Click Request Software
  11. 11. 19 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Service Request  Approval  Fulfillment (cont.)  From the "Pending Approval" drop-down list select Approved and click Save  Logout  Optional – Login to CA Service Catalog as sjobin/ca – Click on My Requests in the left-hand pane – Click Pending – Click Request Software – Click Action  Perform Action; select Filled from Inventory  Save
  12. 12. 20 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Adding/Modifying content for self-service consumption  Switch back to (or re-open and login to USS using jarnold/ca) Chrome  Click on Communication  Tablet Devices  iPad Tablet  Switch to (or re-open) Internet Explorer and then login to Service Catalog with freno/ca  Click “Catalog” tab  Expand service tree and select “iPad Tablet” service under Communication Tablet Devices folder
  13. 13. 21 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Adding/Modifying content for self-service consumption  Click Definition tab in the right-hand pane  Click Change Layout to toggle views  Click the Edit Service Option Group icon  Click Definition tab  Click Create Copy icon  Click OK (cont.)
  14. 14. 22 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Adding/Modifying content for self-service consumption  Click Edit icon on newly copied service option  Update the name to “iPad – 64GB”  Click Rate  Update “Unit Cost” to “$699”  Click Update  Click Save (cont.)
  15. 15. 23 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Adding/Modifying content for self-service consumption  Click Return to Service Option Group  Click Offerings tab  Click Definition tab  Click Edit Offering Selection  Expand plus (+) sign for “Tablets”  Make sure there is a check on include all 3 iPad checkboxes  Click Save (cont.)
  16. 16. 24 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Adding/Modifying content for self-service consumption  Switch back to (or re-open and login to USS using jarnold/ca) Chrome  Click on Communication  Tablet Devices  iPad Tablet or refresh the browser page (cont.)
  17. 17. 25 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Experiences In this workshop you experienced:  Overall value of Unified Self-service  Searching for solutions/services  Different approaches for raising issues  Request for services and approvals  Adding/modifying services Summary
  18. 18. 26 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Recommended Sessions SESSION # TITLE DATE/TIME AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 11/16/2016 at 1:45 pm AMT114S Get With the xFlow – CA Service Management Customers Tell Their Stories About the New xFlow User Experience 11/16/2016 at 3:00 pm
  19. 19. 27 © 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
  20. 20. 28 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Questions?
  21. 21. 29 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD Thank you. Stay connected at communities.ca.com

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