Pre-Con Ed: What's New in CA Service Management

Pre-Con Ed: What's New in CA
Service Management
Rajeev Kumar
Director Product Management - CA Technologies
AMX35E
AGILE MANAGEMENT

3 © 2016 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For Informational Purposes Only
Terms of this Presentation
© 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.

Agenda
CA SERVICE MANAGEMENT IN APP ECONOMY
WHAT’S NEW IN SERVICE DESK MANAGER SINCE R12.5
WHAT’S NEW IN SERVICE CATALOG SINCE R12.5
QUESTIONS
1
2
3
4

CA Service Management in the App Economy
Service Delivery Process & Control
CA Service Desk Manager
Complete Service Delivery Solution
Problem
Incident &
Request
Self-Service
Service Catalog Service Level
Management
Service & Support
Analysts
Teams
Business Users
Change / Release /
Config
Align services capabilities
with modern user, delivery
& business demands
Deliver services & minimize
risk and disruptions to the
business

What’s New in CA Service Desk Manager

Release Themes and Value
Year Release Themes Value
2016 14.1.03
 User Experience – xFlow user experience for analysts
 Reporting - CA Business Intelligence 6.2
 User satisfaction
 Productivity
2015
14.1.01 and
14.1.02
 Ease of Administration – Environment Promotion, MDB Level-set
 Community Ideas - Classic workflow expansion, Manual notification
enhancements, Attachments
 Total Cost of Ownership
 Productivity
2014 14.1
 User Experience – Modernized, Purpose-built
 Automation – “Smart” Install & Upgrade
 Decision-making – Reporting
 Productivity
 Total Cost of Ownership
2013 12.9
 User Experience – Unified Self-service
 Automation – Advanced availability
 Productivity
2012 12.7
 Mobility – Browsers & API
 Automation – Change & Process
 Business risk reduction
 Productivity
2011 12.6  User Experience – UI Upgrade
 Productivity
2010 12.5  Automation – extensive enhancements  Productivity

R14.1.03: xFlow Analyst User Experience
Context and Prioritized Understanding
Enabling you to…With xFlow you get
Card view
Weather
Heat
Provides at-a-glance
view of service desk
health and priorities
Consolidates analyst
and teams queues in
single view
Helps analyst prioritize
their work across
multiple dimensions

and teams queues in
single view
their work across
multiple dimensions
Card view
Weather
Heat

Card view
Weather
Heat
and teams queues in
single view
their work across
multiple dimensions

and teams queues in
single view
their work across
multiple dimensions
Card view
Weather
Heat

Story Timeline view
Service Genius
Integrated
troubleshooting
Suggested solutions
& experts
Better understand historical
time-based activities
associated with Incidents
and Requests
Guides Analysts in their
investigation resulting in
faster issue resolution
Context based suggestive
knowledge and skills-based
routing for quicker faster
resolutionAssistive Command Box
Recognizes keywords to
drive resolution
Active Assistance

R14.1.03: BI and Reporting Technology
TIBCO Jaspersoft as new default reporting technology
Sample reporting
content
Embedded BI
reporting with
TIBCO Jaspersoft

R14.1.02: Community Ideas
 Environment Promotion –
Simplifies the process of
moving configuration
changes through the Dev,
QA, UAT to production
environments
 MDB level-setting process duplicates MDB configuration to
create Dev, QA, and UAT environments
 Saved Search
Ease of Administration, Personalization

 Attachments on CIs and
manual notifications
 Manual Notification –
CC, BCC list
 Classic Workflow support
for Request, Incident and
Problem objects

CA Service Desk Manager 14.1
Unified Experience – Mobility and Self-Service
“Quick Value” Content*
PASSWORD
RESET
ADMINISTRATOR
TASKS
Modernized self-service
– iOS 7 look across
solution
“Quick Value” Content
for Business Consumers,
Power Users and
Admins *
Enhanced Mobile –
iOS 7 look and
multi-tenancy
Improved user
satisfaction
Increased Productivity
Better service adoption
Reduced demand on IT
Analysts
* Requires CA Service Management package
Enabling you to…Gives you…

Lower Total Cost of Ownership
Common
Administration*
Administrator
Self-service
“Smart” install and
upgrades
Easier Administration
Easier maintenance
and upgrade
Increased productivity
and consistency
Reduced cost
of ownership
Common Administration *
Common “Smart Install”
DISCOVER
CONFIGURE SUMMARIZE INSTALL
VALIDATE DEPLOY
USERS
TENANTS CONFIGS
ROLES

Decision-making  Advanced Reporting and Analytics
Business Value Analytics
– cost focused
Out-of-the-box reports
and dashboards
In-depth view of
service demand
Make better decisions
based on business
impact
Understand actual cost
of service disruptions
Gauge operational
effectiveness of Support
Location based
comparison of demand
and operational metrics
Support for trend
analysis on key metrics

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

User Experience & Automation  User Satisfaction & Productivity
Unified Self-service
Federated search
CMDB expanded virtual
and cloud support
Advanced availability –
Rolling maintenance and
transparent upgrades
Increased user
productivity
Increased user
satisfaction
Reduced system
down-time

Mobility and Automation  Productivity & Risk Reduction
ITIL® is a Registered Trade Mark of AXELOS Limited.
Safari & Chrome support
– access CA SDM UI
from tablets
RESTful Web Services
API – build custom
mobile apps
Change Audit and
Control Facility
ITIL® best practice
content
Import Excel and other
sources to CMDB
Increased user
satisfaction
Automated handling of
unauthorized changes
Increased user and
Analyst productivity
Better governance of
change and other
processes
Efficiency via process
improvement

User Experience  User Satisfaction & Productivity
User Interface Refresh
Nested Tabs
Mouse-over preview
Data Grid List
Search-as-you-type
Increased user
satisfaction
Increased user and
Updated colors, fonts,
icons, and buttons

Automation  Productivity
Expanded Process
Automation
Enhanced Multi-Tenancy
Priority Calculation
Status Transition Control
Enhanced CI
Reconciliation
Increased user
satisfaction
Increased user and
Process standardization
and enforcement
Contact Special
Handling/VIP
Automated Closure
Resolved Tickets

What’s New in CA Service Catalog

 Form Designer Enhancements:
Search for forms in form designer
and find associations for
impact analysis
 Notifications – ability to notify
when notes or attachments
are added to a request
 Icons – Flat icons

CA Service Catalog 14.1
Productivity, User Satisfaction
25% to 35%
Improvement by Streamlining IT Process
Flows from User Input to Fulfillment*
(*CA ROI and Business Analysis Team)
Enhanced Service
Designer – organize and
order offering
Form enhancements –
Tab view for layered
presentation and Drag &
Drop form elements
Expanded widgets
Enhanced search
Enhanced
request tracker
Increased user
satisfaction
Increased administrator
productivity
Quicker time-to-value
Lower total
cost-of-ownership

Unified Experience – Mobility and Self-Service
Modernized
self-service – iOS 7 look
across solution
“Quick Value” Content
for Business Consumers,
Power Users
and Admins*
Enhanced Mobile –
iOS 7 look and
multi-tenancy
Improved user
satisfaction
Better service adoption
Reduced demand on IT
Analysts
“Quick Value” Content*
PASSWORD
RESET
ADMINISTRATOR
TASKS

Lower Total Cost of Ownership
Common Administration *
Common “Smart Install”
DISCOVER
CONFIGURE SUMMARIZE INSTALL
VALIDATE DEPLOY
USERS
TENANTS CONFIGS
ROLES
Common
Administration*
Administrator
Self-service
“Smart” install and
upgrades
Easier Administration
Easier maintenance
and upgrade
Increased productivity
and consistency
Reduced cost
of ownership

Mobility  Productivity, User Satisfaction
Optimized mobile app
across ITSM solution
Author mobile-enabled
service offerings
Request a service from
mobile app
Approve pending
requests –
from mobile or browser
Track request progress –
from mobile or browser
Increased user
satisfaction
Anytime,
anywhere access
Reduced cost
of ownership

Improved Self Service  Productivity, User Satisfaction
Unified Self-service –
request services, report
issues, collaborate with
other users and
communities
Notes/Attachments sync
between tickets and
requests
Content samples –
transition request into
incident; request or
view assigned IT assets
Increased business user
satisfaction
Increased user and
Maximize CA SDM
investment

CA Service Catalog – Prior Releases
Year Release Themes Value
Jan 2013 12.8
 User Experience – UI Upgrade
 Portability – widgets to expose services offerings in Microsoft
SharePoint or any HTML page or portal
 Multi-Lingual – Publish service offerings in multiple languages
 Productivity
 Cost of ownership
Dec 2011 12.7
 Integration – reservation services for self-service, cloud and
virtual usage based billing
 User Experience – form enhancements, tenant branding
 Productivity
Dec 2010 12.6
 Automation – policy driven lifecycle, request delegation,
mobile approvals
 Integration – CA Business Service Insight, Reservation
Manager component
 Productivity
 User Satisfaction
May 2010 12.5
 Automation – CA Process Automation, form designer
 User Experience – request enhancements
 Productivity

Recommended Sessions
SESSION # TITLE DATE/TIME
AMX36E Upgrading to CA Service Management 11/15/2016 at 9:00 am
AMT05S CA Service Management: Vision & Roadmap 11/16/2016 at 12:30 pm
AMX18S
Slaying the Dragons of Agile, DevOps and ITSM
Information Flow
11/16/2016 at 4:30 pm

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

Questions?

Stay connected at communities.ca.com
Thank you.

Pre-Con Ed: What's New in CA Service Management

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