The document discusses challenges facing IT departments, including an inability to prove business value, a focus on tickets over services, and over- or under-licensing of software and hardware. It then presents CA Service Management as a solution, highlighting its integrated service desk, asset management, and automation capabilities. These capabilities are designed to help IT departments successfully deliver the right services at the right cost while improving user productivity, satisfaction, and strategic business alignment.

1. CA Service Management
Designed for Humans. Built for Service.

2. 2 © 2017 CA. ALL RIGHTS RESERVED.
What Is the State of IT
Service Management Today?
IT unable to deliver or
prove business value
Focus on tickets, not
service
Over/under licensing of
hardware and software
Cost of tickets and
maturity unchanged
Services and support not
represented in business terms
2

3. 3 © 2017 CA. ALL RIGHTS RESERVED.
Complications
Everything is Magnified
and You are Accountable
▪ Changing user expectations
▪ Increased competition  Pressures to reduce
costs; reallocation of budget and resources
▪ Application economy  Increased IT complexity
▪ Explosion of cloud and external service providers
▪ Rogue/Shadow IT
▪ Increased software audits

4. 4 © 2017 CA. ALL RIGHTS RESERVED.© 2017 CA. ALL RIGHTS RESERVED.4
▪ IT is the last resort
▪ Analysts resolve issues outside the desk
▪ Business engages external providers
▪ IT’s value and reputation are undermined
▪ Business-user productivity is compromised
▪ Unplanned or unnecessary expenditures
▪ Risk to personal and business reputation
How This Hurts You

5. 5 © 2017 CA. ALL RIGHTS RESERVED.
To successfully
deliver the right
services for the
right cost to the
business, you
need to:
Deploy fully integrated
service desk processes
Manage the entire service
delivery and asset lifecycles
Optimally deliver
services and assets
Implement process and
workflow automation
Manage and control your
IT environment
Measure cost and performance
© 2017 CA. ALL RIGHTS RESERVED.5

6. 6 © 2017 CA. ALL RIGHTS RESERVED.
CA Service Management
6 © 2017 CA. ALL RIGHTS RESERVED.
Service Desk
Teams
Business
Users
Financial / Audit
Teams
Asset
Managers
SERVICES
Executives &
Managers
ASSETS
Change & Operation
Managers
Designed for Humans,
Built for Service
Service Management
Align services capabilities with
modern user, delivery &
business demands.
Management Insights
Key metrics that inform and
guide your service delivery
and asset businesses
Asset Management
Understand hardware and
software assets to better
manage IT financials &
compliance

7. © 2017 CA. ALL RIGHTS RESERVED.7
Source: Research in Action, Vendor Selection Matrix –
IT And Enterprise Service Management; Dr. Thomas
Mendel Ph.D.; January 2017
CA Technologies is a Leader in ITSM
Analysts Ratings Vendor Research Firms
Source: Apprise360 Intelligence, Five Factors to Consider for
Selecting a Modern IT Service Management Platform; 2017
ITSM
Innovation
of the Year
Silver Medal
Pink Elephant

8. 8 © 2017 CA. ALL RIGHTS RESERVED.
Director of
Support &
Services
IT Analyst
& Teams
Business
Users
Intuitive Self-Service
Social and Collaboration
Mobile
Teamwork
Quality service
Knowledge
Collaboration
Service Delivery
Reporting / Analytics
Performance & Cost
Management
Business Value: Making Everyone Successful
USER CARES ABOUT
Stay Connected
Higher Productivity
Higher Satisfaction
Increased Productivity
Higher Satisfaction
Reduced Risk
Enhanced Decision Making
Increased Productivity
Better Strategic Alignment
VALUE
15% to 25%
Increase in first-call resolution
& reduced escalations*
15% to 35%
Productivity improvement
for business consumers*
25% to 35%
Improvement in productivity and
user satisfaction by streamlining
IT process flows*
BENEFIT
*Source: The CA Technologies ROI and Business Analysis Teams. The percentages identified above are estimates for our existing installed customers and were determined by interviews with
these customers conducted by CA. These results are tied directly to our existing customers' real operational environments and planned implementations, and may not be indicative of the
results achievable by new or existing customers in the future.
Asset &
Finance
Managers
Vendor audits
Over purchasing
Negotiating licenses
Less business & personal risk
Controlling costs
Maintain reputation
45% - 55%
Avoid software audit fines
and penalties*

9. Service Desk Management
Designed for Service, Built for Humans

10. 10 © 2017 CA. ALL RIGHTS RESERVED.
Service Desk Management
10 © 2017 CA. ALL RIGHTS RESERVED.
Service Delivery Process & Control
CA Service Desk Manager
Problem
Management
Incident & Request
Management
Self-Service
Service Catalog Service-Level
Management
Service & Support
Analysts
Teams
Business Users
Change | Release | Configuration
Management
Align services capabilities
with modern user, delivery
& business demands
Deliver services & minimize
risk and disruptions to the
business

11. © 2015 CA. All rights reserved.
Improve business consumer productivity
by 15 to 30%*
Service Desk
Enhanced user & analyst productivity
Integrated, automated and
collaborative “Team” support
Mobile-optimized features
Pre-built ITIL®
best-practice content
With CA SDM, you get …
Increase user satisfaction and
adoption on both sides of the desk
Speed issue resolution—on-site
or remotely
Decrease service requests and
business disruptions
Which enables you to …
© 2017 CA. ALL RIGHTS RESERVED.11
*Source: The CA Technologies ROI and Business Analysis Teams. The
percentages identified above are estimates for our existing installed
customers and were determined by interviews with these customers
conducted by CA. These results are tied directly to our existing customers'
real operational environments and planned implementations, and may not be
indicative of the results achievable by new or existing customers in the
future.

12. Asset Management
Beyond IT Asset Management and Software License Compliance

13. © 2015 CA. All rights reserved.
IT Asset Management
Gain control with
CA IT Asset Manager
License Compliance
& Optimization
Contract
Management
Vendor Management
Self-
service
Financial
Management
IT ASSETS
Asset Managers
Business Users
Asset Lifecycle
Management
© 2017 CA. ALL RIGHTS RESERVED.13
Software Asset
Management
Hardware Asset
Management
Understand license
allocations, optimize
cost and minimize risk
Determine what assets
are available and in use

14. 14 © 2017 CA. ALL RIGHTS RESERVED.
HARDWARE
Capabilities
INTEGRATED
SOLUTION
SOFTWARE
▪ Integrated with CA Service Desk
Manager, CA Process Automation,
CA Client Automation, CA Server
Automation
▪ Integrated MDB
▪ Common Install & Administration
▪ Unified Self-service
▪ Lifecycle Management
▪ Contract Management
▪ Financial Management
▪ Vendor Management
▪ License Optimization & Simulation
▪ Master Catalog
▪ License-Centric
▪ SKU Recognition
▪ Effective Demand
▪ Product and Usage Metrics
▪ Rule-based Notifications
▪ Impact Analysis
▪ Intelligent Fulfillment
▪ Payment Stream Analysis
▪ Reconcile Invoices
CA IT Asset Manager #1
in Software Compliance Management

15. 15 © 2017 CA. ALL RIGHTS RESERVED.
Gartner lists CA
Technologies as
covering all 6 Core
SAM Capabilities
in Market Guide
for Software Asset
Management
Source: Gartner, Inc., “Market Guide for Software Asset Management Tools,” Gary Spivak, Roger
Williams, April Adams, November 8, 2016. Gartner does not endorse any vendor, product or service
depicted in its research publications, and does not advise technology users to select only those
vendors with the highest ratings or other designation. Gartner research publications consist of the
opinions of Gartner's research organization and should not be construed as statements of fact.
Gartner disclaims all warranties, expressed or implied, with respect to this research, including any
warranties of merchantability or fitness for a particular purpose. This graphic was published by
Gartner, Inc. as part of a larger research document and should be evaluated in the context of the
entire document. The Gartner document is available upon request from CA.
CA Listed as a Representative Vendor in Gartner Market
Guide for Software Asset Management Tools

16. Account Manager – ITSM & Automation
Erkan.Erdogan@ca.com
Erkan Erdogan
ca.com
Slideshare.net/CAinc
Linkedin.com/company/ca-technologies
uk.linkedin.com/in/erkanerdogan