Pre-Con Ed: Whats New in CA Service Management

Pre-Con Ed: What's New in CA Service ManagementRajeev Kumar Director Product Management - CA Technologies

AMX35E

AGILE MANAGEMENT

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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 & ControlCA Service Desk Manager

Complete Service Delivery Solution

Problem

Incident & Request

Self-Service

Service Catalog Service Level Management

Service & SupportAnalystsTeams

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

201514.1.01 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

User satisfaction Productivity Total Cost of Ownership

2013 12.9 User Experience – Unified Self-service Automation – Advanced availability


2012 12.7 Mobility – Browsers & API Automation – Change & Process

Business risk reduction Productivity

2011 12.6 User Experience – UI Upgrade User satisfaction Productivity

2010 12.5 Automation – extensive enhancements Productivity


R14.1.03: xFlow Analyst User ExperienceContext 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






single view


multiple dimensions

Card view

Weather

Heat


Card view

Weather

Heat



single view


multiple dimensions






single view




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

R14.1.03: xFlow Analyst User ExperienceActive 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 14.1Unified 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…


CA Service Desk Manager 14.1Lower 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




CA Service Desk Manager 14.1Decision-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



CA Service Desk Manager 14.1Other 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


CA Service Desk Manager 12.9User 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



CA Service Desk Manager 12.7Mobility 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


Automated handling of unauthorized changes

Increased user and Analyst productivity

Better governance of change and other

processes

Efficiency via process improvement



CA Service Desk Manager 12.6User Experience User Satisfaction & Productivity

User Interface Refresh

Nested Tabs

Mouse-over preview

Data Grid List

Search-as-you-type



Updated colors, fonts, icons, and buttons



CA Service Desk Manager 12.5Automation Productivity

Expanded Process Automation

Enhanced Multi-Tenancy

Priority Calculation

Status Transition Control

Enhanced CI Reconciliation



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 14.1Productivity, 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 administrator productivity

Quicker time-to-value

Lower total cost-of-ownership



CA Service Catalog 14.1Unified 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


CA Service Catalog 14.1Lower 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





CA Service Catalog 12.9Mobility 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



Anytime, anywhere access




CA Service Catalog 12.9Improved 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


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

User satisfaction 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



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

AMX18SSlaying the Dragons of Agile, DevOps and ITSM

Information Flow11/16/2016 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: Whats New in CA Service Management

Technology

Transcript of Pre-Con Ed: Whats New in CA Service Management