Tech Talk: Mobile ITSM Technology for IT Analysts and Business Consumers

Tech Talk: Mobile ITSM Technology for IT
Analysts and Business Consumers
John Weston
IT Service Management
CA Technologies
DO5T31T
@JohnWeston_CA
#CAWorld
#ITSM

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© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 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

Abstract
Learn what mobile capabilities are available today in CA
Service Management and where's it headed. This will be
a highly interactive session focused on learning and
exploring the possibilities of mobility in service
management.
John Weston
CA Technologies
Sr. Principal Consultant
Dale Clark
CA Technologies
Product Management
Allen Houpt
CA Technologies
Product Marketing

Agenda
TRADITIONAL REMOTE/FIELD SUPPORT ENABLERS
WHAT IS CA SERVICE MANAGEMENT’S MOBILE CAPABILITY?
DEPLOYMENT CONSIDERATIONS
Q&A
1
2
3
4

Traditional Remote/Field Support Enablers
Things that help techs work while in the field:
– Asynchronous methods: connect via e-mail, physical notes, off-line
barcoder.
– Synchronous methods: connect via a dedicated field workstation or an
end user’s workstation, tablet or telephone browser connecting to web
client.
Things that save them the trip in the first place:
– Using remote control and other client management functions.
– Allowing end user self-service.

CA Service Management Mobility
 What does it do?
Features
 Targeted capabilities:
- Unified Self-Service
- Task approvals
- Ticket creation
- Queue management
 Mobile-optimized interface
 Take advantage of features of
the mobile device:
- Use the camera to attach
photographs to a ticket
- Use the device to transcribe
speech to text hands-free
- Log location
 Build custom apps
Business Value
 Anytime, anywhere access
 Increased user productivity
 Increased user satisfaction
 Quicker issue resolution
 More accurate and timely
recording of technician
activity

Deployment Considerations
 Culture: Will your end users actually use it?
 Security: Where will you deploy the mobility server?
Commonly placed in a DMZ since it will be external-facing.
 Does e-mail have a place in a world of mobility? Probably not
going anywhere anytime soon.
 Roles: Only for use by dedicated field techs, by everyone or
somewhere in between?

Other Discussion Topics
 Are your users adopting mobility for IT Support?
 Does your ITSM organization view mobility as a positive?
 What have you done to market mobility as an enabler?
 Does mobility yield a better or lessor connected ITSM team?

Q & A

Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X167S
Spectrum Health Delivers a Superior Consumer
Experience to its IT Users With Service Catalog
11/19/2015 at 3:00 pm
Breakers L
DO5T32T Knowledge Management of the Future for ITSM
11/18/2015 at 3:00pm
Theater 5 (Tech Talk)
TBD CA IT Service Management Roadmap & Strategy
11/19/2015 at 3:45
Theater 5

Must-See Demos
ITSM Designed
for Humans
CA Service
Management
Theater 5
Let Analysts
Help People
CA Service Desk
Manager
Theater 5
Make IT Simple
with ITSM
CA Service Catalog &
Unified Self-service
Theater 5
Dashboards for
Better ITSM
Xtraction for CA
Service Management
Theater 5

Follow Conversations At…
Smart Bar
CA Service
Management
Theater 5
Tech Talks
Knowledge Manage-
ment of the Future
Theater 5
DO5T32T 3:00 PM (Thurs)

For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15

Tech Talk: Mobile ITSM Technology for IT Analysts and Business Consumers

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