CA Service Desk
Manager overview
presenter name
Date
agenda
— CA Technologies Overview
— Industry Business Challenges
— CA Service Desk Manager Capabilities
— Why Customers Choose CA Technologies for Service
Desk Management
— CA Service Desk Manager Integrations
— Customer Successes
CA Technologies overview
an overview of CA Technologies
CA
Technologies
is an IT
management
software
and solutions
company
CA Technologies
is executing a
bold vision for
the future, where
IT resources are
delivered with
unprecedented
levels of
flexibility
5
We stand apart from our
competitors by solving the
toughest IT management
challenges through:
 Deep expertise in diverse
and complex environments
 Highly reliable and scalable
products that are easy to
use
 A practical approach
to innovation
May 16, 2010
[Presentation Name via Insert tab > Header & Footer]
Our products
enable
customers to
manage
and secure IT
environments
and deliver
more flexible
IT services
With CA
Technologies,
IT powers
business
agility
Copyright © 2010 CA
industry business challenges
IT imperatives
IT struggling to keep up with business demands and prepare for
the future
Technology
Drivers
Business
Drivers
Control Operational Costs
Improve Business Agility
Optimize Services Delivery
Add Stability & Control
Goal: Unify and simplify service management
common customer business challenges
do you see these issues in your IT organization?
— Diverse operations and manual processes
— Conflict between making needed business
changes and running efficiently
— Lack of cross IT cooperation
— Pressure to contain costs while demand and service
complexity
is increasing
— Need to evaluate software-as-a-service (SaaS)
deployment options
CA Service Desk Manager
up to the challenge
With CA Service Desk Manager, you can
— Speed up problem resolution
— Respond Faster Than Ever Before
— Accomplish More by
— Prevent Service Disruptions
— Deliver a single, process-based solution aligned to the business
— manage changes across the enterprise
— Automate industry-proven best practices
— Extensive analyst and self-service issue resolution capabilities
— Get hosted or on-premise
CA Service Desk Manager
single, process-based service support solution
Challenges
CA Service Desk Manager
— Outdated, home-grown, or
multiple instances of
mismatched service desk
upgrades
— Delivers a single comprehensive
Request, Incident, Problem and
Knowledge Management support
solution to run your service desk
— Agent turnover and time
required
to become productive
supporting new services
— Delivers visual training to users
on-demand, in the context of the
task and process
— Information silos acting as
barriers to responsiveness and
resolution
— Delivers single service desk with
CMDB and IT process
automation manager that aligns
resolution process to business
CA Service Desk Manager
managing change across the enterprise
Challenges
CA Service Desk Manager
— Excessive downtime due to
unforeseen changes
— Indentifies potential change
impact and conflicts readily
— Need to be more responsive
to business demands
— Provides clear visibility into
services and their underlying
configuration items and
interdependencies
— Burdensome regulatory,
government and
governance reporting
— Delivers change process
accountability for required
reporting
CA Service Desk Manager
automated best practices
Challenges
CA Service Desk Manager
— Need to move up the
maturity model
— Leverages preconfigured ITIL
best practices that integrate and
automate service support
processes
— No standardization of
best practices across IT
— Difficulty implementing
best practices
— Delivers selectable ITIL v3
personas with associated
workflows and appropriate look
and feel
— Connects easily with other
CA Technologies and 3rd party
solutions to fulfill process
integration across silos
CA Service Desk Manager
automating the self service support lifecycle
Challenges
— Diverting critical resources
to low priority incidents
CA Service Desk Manager
— Delivers automated support to
identify, diagnose and resolve
issues
— Minimizing resources and costs
to resolve problems
— Delivers self-service knowledge
to speed resolution
— Delivering service the way
end users expect
— Provides a customizable selfservice portal with single click
automated fixes/password resets
and incident and service request
submission
CA Service Desk Manager
Hosted deployment
Challenges
CA Service Desk Manager
— Require a full feature service
desk, but looking to shed the
operational or infrastructure
burden
— Fully ITIL v3 certified service
desk solution, available hosted
— Operationalized budgets for
non-mission critical/ strategic
initiatives
— Looking to upgrade,
consolidate
or standardize current help
desk or service desk
— Predictable, subscription
based,
pay-as-you-go pricing
— Fully configurable service
solution
to investigate/ resolve problems,
assess change risk and help end
users automatically solve their
own issues
Partner with THE
vendor:
CA Technologies.
LEADING Service Management
Simple integrated
solutions
Dedicated Customer
Support
Common knowledge
platform and IT processes
in monitoring, project
management, security
Pricing, programs & activities
designed to drive
customer value
Rapid time-to-value
Pre-built content &
integrations
Built-in end-user training
tool
Standards-based services
15
October 3, 2015
Committed to
service management
success
Manage Service Operations
you can.
Copyright © 2010 CA. All rights reserved.
thank you
CA Service Desk Manager capabilities
Overview of Service Desk Management
Business Intelligence — Analytics & Reporting
•
•
•
•
•
Collaboration
• Communitybased problem
resolution
• Federated
search
• Live chat
• Follow topics
Self-Service
• End-user
choice –
community,
mobile, portal
• Search central
knowledge
base
• Submit
incidents or
requests
• Track status
Fact-based decision making
Ad-hoc reporting
Define, manage and view KPIs
Trend analysis – users, analyst and support centers
Drill down view of data
Support
Automation
Incident & Problem
Management
Knowledge
Management
• Remote
resolution - live
chat & desktop
sharing
• Diagnostics and
repair tools
• Relevance-based
routing
• Automate ITIL
processes –
incident, problem
• Develop fixes
• Prioritize incidents
• Centralize
knowledge for
end user/analyst
• Capture tribal
knowledge
• Knowledge
lifecycle
Change & Config
Management
CA Productivity
Accelerator
CI visualization
Risk assessment
Change schedule
Conflict analysis
Root-cause
analysis
• Automated
approvals
• Standards-based
CMDB federation
• Pre-built ITIL
content
• Visual
training
• Customer
defined
content in
context of
the task or
process
•
•
•
•
•
CMDB
• Automatic application
dependency
mapping/discovery of servers,
software and components
• Configuration item
visualization
• Version-management
• Federation controls
Architecture
• Multi-tenancy support for service provider models • Visual workflow
• Web Screen Painter, Schema Designer, Select, Drag &• Drop
Enterprise scalable architecture
• SOA - Web services
• Support for 10 Languages
• CMDB forum
why customers choose
CA Technologies for
Service Desk
Management
commitment to service management
— Founding member of CMDB data federation working
group
— Recognized industry luminaries and thought leaders
− Brian Johnson – key ITIL author
− Rob Stroud – on ISACA board
− Randal Locke – the “ITIL Texas Ranger” in social
media circuits
— Thought leadership and contributor to ITSM community
— Local, regional, and national service management
expertise
— Dedicated Service Management Services Practice
− Over 1,100 ITIL Certified Field Consultants
− Best practice libraries, packaged quick starts,
assessments and roadmaps
— CA Stock Exchange ITSM simulation workshop to
improve ownership and understanding
— CA Technologies is the Only Tier 1 enterprise Vendor with
•20
PinkVerify on all 15 Processes & OGC ITIL Gold Level
Financial
Service
catalog
Service
Level
Svc Asset &
Configuration
Request
Fulfillment
Knowledge
Incident
Problem
Change
Release &
Deployment
Event
Capacity
Availability
IT Service
Continuity
Number of
Processes
ITIL V3
Processe
s
Service
Portfolio
CA Service Desk Manager r12.5
leading in PinkVERIFY ITIL v3 †+ process verification
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
15
N
O
N
O
√
√
√
√
√
√
√
√
√
√
N
O
√
N
O
11
√
√
√
√
√
√
N
O
√
√
√
√
√
N
O
N
O
N
O
11
√
N
O
√
√
√
√
√
√
√
√
N
O
N
O
N
O
√
N
O
10
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
0
Source: Pink Elephant PinkVERIFY Certification: https://www.pinkelephant.com/nl-BE/ResourceCenter/PinkVerify/PinkVERIFYTools.htm.
PinkVERIFY and the PinkVERIFY logos are trademarks of Pink Elephant Inc. ITIL® is a Registered Trade Mark of the Office of
Government Commerce in the United Kingdom and other countries. All trademarks, trade names, service marks, and logos referenced
herein belong to their respective companies.
CA Service Desk Manager r12.5
Service
Portfolio
Financial
Service
catalog
Service
Level
Svc Asset &
Configuration
Request
Fulfillment
Knowledge
Incident
Problem
Change
Release &
Deployment
Event
Capacity
Availability
IT Service
Continuity
Number of
Processes
ITIL V3
Processe
s
10
5
leading in OGC ITIL v3 process compliance
√
√
√
√
√
√
√
√
√
√
√
√
√
√
√
15
N
O
N
O
N
O
N
O
N
O
√
N
O
√
√
√
N
O
√
N
O
N
O
√
5
N
O
N
O
N
O
N
O
N
O
√
N
O
√
√
N
O
N
O
N
O
N
O
N
O
N
O
3
√
N
O
√
√
√
√
√
√
√
√
N
O
N
O
N
O
√
N
O
10
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
N
O
0
Source: OGC ISS Endorsed Software Tools: http://www.itilofficialsite.com/SoftwareScheme/EndorsedSoftwareTools/EndorsedSoftwareTools.asp.
The Swirl logo™ is a Trade Mark of the Office of Government Commerce. ITIL® is a Registered Trade Mark of the Office of Government
Commerce in the United Kingdom and other countries. All trademarks, trade names, service marks, and logos referenced herein belong
to their respective companies.
strategic partnership value to customer of CA
Technologies
—Provides best ways to develop strategic partnership
− Flagship Program
− Executive sponsor
− Customer Advisory Board
− CA Technologies networking events
—Provides best technical partnership opportunities
− Beta Program
− Service Desk dev quarterly meetings with in Bellevue
− Product Advisory Council
—Provides best way to insure your success
− Green Books
− CA Productivity Accelerators
− Go Live Program
− Distributed Value Program
− Extended support
− Local, regional, and national account team support
—Invest $650 million annually in R&D with 6,000+ developers
25
CA Services
rapid time-to-value
— Get there faster with CA Services
− Expertise and experience
− Proven methodologies (RISO/SISO)
— Fastest time-to-value
− Incremental deployment to deliver
real value in 60–90 days
− Customized on-boarding to speed
staff acceptance
— Deep domain expertise
− Delivering more than 3,500 IT
management projects per year
— Best practice tools
26
CA Services
standardized service offerings and services playbooks
— Standard components, deployment playbooks and best practices
— Rapid Implementations – good foundation packages
− Fixed-price and functionality, simple scope
− Pre-approved print and go Statement of Work (SOW)
− Available for 19 of 20 PNCV drivers
Product Deployment Guide Solution Calculator
Reference Architecture
Data Mapping Specifications Detailed Integration Instructions
CA Education
drive user adoption and address the cultural change
CA Business Intelligence
CA Business Intelligence
analysis and reporting
Enable fact-based management
decisions
— Measure performance
— Accelerate continuous improvement,
(with ITIL V3, KPI), identify problem
areas
— demonstrate delivery of committed
service levels with management
reporting
— out of the box role-based reports
— Scheduled reports
— Included reporting interface for
drag and drop ad-hoc report creation
— KPI engine
CA Business Intelligence ad hoc reporting
features and functions
— Business objects universe
— Easy to use drag and drop
fields
— Both prebuilt and custom
filters
CA Business Intelligence dashboard
features and functions
— Dashboard
builder
— Reusable
elements
— Roles-based
access
— Analytic toolbox
— Drag and drop interface
— User configurable
dashboard
CA Open Space
CA Open Space
—Resolve business technology
issues through collaboration
− Platform for general enterprise
population or domain specific
networks
—Benefit from community
knowledge
− Enables community-based self help
− Create and store resolution for
problems
—Remain in comfortable
environment
− End users have new simple UI
− IT Analysts remain in task-specific
environment
—Fully integrated with internal
and external knowledge
sources
CA Open Space and CA Service Desk Manager
sample use case
End User – CA Open Space (Self
Help)
1
Knowledge
Store
Federated Search
2
Collaboration
3
Open ticket &
status update
4
Issue Resolution
Process
5
Issue Resolved
IT Analyst – CA Service Desk
Manger
CA Open Space
collaborate
—Communities
—Create, manage, subscribe
—Post
—Questions, answers,
discussions, feedback
—Collaborate
—Real time or delayed
chat about topic or issue
—Profile
—Automatic or manual
subscription, tagging,
preferences, criteria
CA Open Space
connect and integrate
—Service Desk
—CA Service Desk Manager on
premise and hosted
—Nimsoft
—Up-coming release,
integration with Nimsoft
on premise and on demand
—SharePoint
—Configurable by administrator
—Google
—Configurable
—ca.com
CA Open Space
weave in
—IT Companion, SharePoint,
iGoogle and Outlook (planned)
—Access CA Open Space
without leaving current
web location (intranet)
—Full functionality,
communities, search,
tags, service ticket
CA Open Space
on the road
—iPhone and iPad
—Full functionality,
communities,
search, tags,
service ticket, track
ticket progress
—App Store
certification in
process
Incident Management
Incident Management
objective: return IT services to normal
—Incident Management:
First line of support to
actively route incidents
—Raise/Record
—Categorize
—Prioritize
—Investigate and Diagnose
—Resolve/ Recover/ Escalate
—ITIL best practice-based Incident Management process benefits
—Efficient Incident Management – regardless of channel
—Enhanced ability to measure and monitor IT performance relative to SLAs
—Improved data to support decisions regarding service quality
—Proactive identification of process enhancements
—Efficient resource utilization and reduced business impact of incidents
Problem Management
Problem Management
objective: eliminate recurring incidents
—Problem Management: provide workarounds and permanent solutions
—Detect
—Log
—Categorize/Prioritize
—Investigate and Diagnose
—Workaround
—Major Problem Review
—Resolve/Close
—ITIL best practice-based Problem Management process benefits
—Improve quality of service and user satisfaction
—Minimize incident impact
—Decrease in the number of incidents
—Improve the ability to manage changes/ enhancements to the IT
infrastructure
Change Management
Change Management
objective: orchestrate change across the enterprise
—Unite change, configuration
and release management silos
—Minimize service disruptions
—Reduction in back-out activities
—Economic utilization of
resources
involved in the change
—ITIL best practice-based
change
management process benefits
—Effectively manage change to
mitigate risk and help manage
costs associated with changes
—Reduce the impact on incident
management
Configuration Management
Configuration Management
objective: reduce risk of unplanned changes causing
disruptions
—With CI lifecycle management and
application dependency mapping
capability
—Identify change risk
—More quickly identify root cause
—Prioritize incidents by business impact
—CA CMDB combines:
—Automated application
dependency mapping
—Intelligent visualization
—Standards-based federation
—Native integration with process
workflows
—Rapid implementation best practices
Knowledge Management
Knowledge Management
objective: Empower users to answer common
questions
—Institutionalizing knowledge
management processes by
capturing the content and context
of an issue and transforming it
into knowledge, helps to ensure
that the intellectual property of
the organization remains intact
—Recent solutions display
—Not just HTML knowledge
documents: Files, decision trees,
forums, external sources
—One integrated knowledge base
—Ability to easily search all content
types
—Integration with self-service
automation
Self-Service
Self-Service
objective: enhance the user experience
—Automate processes
from detection, diagnosis and
escalation to resolution
—Adoption of multiple
support mediums:
web chat, remote support,
self-service, knowledge bases
—Effectively retain and
redistribute knowledge gained
from past issues via
knowledge management
process
—User-friendly knowledge base
for end users to search and
resolve their IT issues
Support Automation
Support Automation
objective: improve analyst productivity
— Background repair that lets
end users keep working while
IT solves their problems
— Live chat and desktop sharing
for remote interaction between
support technicians and end
users
— Resolution scripts that operate
FUNCTIONALITY
— Intelligent support workflow
optimizes service desk
processes with queuing,
advanced security
Self Service
BENEFITS
— Troubleshooting and repair
tools that retrieve diagnostic
information about the end
user’s computer instantly and
accurately, and then deploy
proven fixes.
Self-Service
Automation
 Automated diagnostics
and repair processes
 24x7 service availability
 knowledge search
 Integrated transfer to
assisted support
 Audit & reporting
Web-based Phone
Assistance
Live
Automation
 Automated diagnostics/repair processes
 Real-time consultant
 Remote admin tools (chat, software/
hardware inventory, file transfer,
registry
and file system editing, take
 screenshot,
Integrated knowledge base
 remote
Audit & control,
reportingreboot / reconnect)
Analysts can handle multiple
sessions concurrently




Call Deflection
Reduce Cost
Customer satisfaction
Compliance
 Increased analyst productivity
 Increased first call resolution rate
 Increased customer satisfaction
Reduced telephony costs
Architecture
Enhanced Multi-Tenancy
—Enables multiple independent
tenants to share a single
implementation of the
CA Technologies solution
—Tenant data and configurations
are virtually separated so
that each client organization
works with their customized
virtual instance
—Multi-tenancy shared
across products
—Tiered approach
—Tier 1: Service Provider
—Tier 2: Individual Tenants
—Tier 3: Sub-Tenants
Communications
features and functions
—Automated notifications
—Email policies and rules
—Configurable email
templates
—Automated alerts
—Enterprise wide
announcements
—Automated SLA
management
—End user notification
on resolution
—Customer surveys
CA Service Desk Manager integrations
Integration with Management Solutions
from CA Technologies
— CA IT Asset Manager
− CA SDM and CA ITAM further broaden the management scope from
ownership to usage and maintenance making Asset data available to
Service Desk analysts and automatically report Incidents for asset
contractual violations
— CA Service Catalog
− CA Service Catalog integration provides visibility into which service
assets in CMDB support services in the Catalog to automate approval
and fulfillment workflows
— CA Client Automation
− CA SDM and CA ITCM provide detailed discovered data for Hardware
and Software inventories to the Service Desk analysts and automate
distribution of software and configurations to resolve Incidents and
release changes
Integration with CA Management Solutions
— CA Service Operations Insight
− Shares a service model with CA Service Desk Manager via CA
CMDB to
coordinate incident and availability management between service
and
operations management
— CA Clarity™ PPM and CA Software Change Manager
− Organizations can track the entire project from change request
through to actual software implementation of the change and to
ensure the change meets time and resource goals as well as stated
original justification
— CA Automation Suite for Data Center
− Informs Service Desk Manager of changes its already made
automatically by opening/closing RFCs and thereby creates a
customer successes
More effective decision support for St. Joseph Health
System
Service Management from CA Technologies
St. Joseph Health System provides health facilities including 14
acute
care hospitals, home health agencies, hospice, outpatient
services,
skilled nursing facilities, community clinics, and physician
organizations
Challenge
Solution
Results
 High costs of support
with outsourcer
 CA Service Desk
Manager, CA IT Asset
Manager, and
CA Inventory Manager
 Fully integrated suite
approach to support all
service management
needs
 Provide end-to-end
service lifecycle support
to create effective
maturation plan
 More effective decision
support for asset,
vendor, and contract
management
 Deliver Value early and
often to the business
 Lowered TCO and higher
value to the business
 Current services were
not enough to meet
business demand
 Needing to increase
maturity of service
offerings to improve
service to business
End-to-end service for WeightWatchers
Application Cloud Services from CA Technologies
For more than 1.2 million members
globally, WeightWatchers offers dieting
products and
services to assist weight loss and
maintenance
Challenge
Solution
Results
 Needed a hosted
solution for service
support
 Uses hosted CA Service
Desk Manager
 Self-service capabilities
provided robust
offerings for end users
to help themselves
 Lower cost, higher value
to the business solution
 Integration with project
& portfolio management
& catalog services
 Self-service capabilities
to empower end-users
 Wanted self-service
capabilities to support
global user population
 Existing solution limited
and antiquated
 End-to-end service
support solution
including catalog,
and project & portfolio
management
Elbit Systems of America
customer success
“Finance recertified ROI based
on number of requests
processed and human
cost savings — ROI reached
in 6 months rather than
the 14 month ROI when
project was first approved.”
98% customer
satisfaction now
up from a low of
62% for requests
“Catalog paid for
itself in 9 months,
cut one service cost
from $78 to $4
with as many as
150 requests/day”
“ On average, file share access
service requests were reduced
from a 2-4 day process
to a 2-4 hour process.”
Raymond James Financial
customer success
” Before we embarked
on implementation,
CA helped us with a
proof of concept and
business case, which
demonstrated a very
strong and rapid ROI.”
“Improvements
in process have
enabled Raymond
James to save more
than four percent
of its total service
management costs.”
“CA Asset Portfolio Management and
CA Service Catalog enable us to continue
providing consistent and efficient services
to our associates and financial advisors.
We now have a standardized, automated
workflow for managing requests for
new technology across the business.”
“We have been able
to reduce operational
costs while enhancing
service quality, which
aligns to Raymond James
Service 1st philosophy”
thank you
legal notice
© Copyright CA 2011. All rights reserved. All trademarks, trade names, service marks and logos referenced herein
belong to their respective companies. No unauthorized use, copying or distribution permitted.
THIS PRESENTATION IS FOR YOUR INFORMATIONAL PURPOSES ONLY. CA assumes no responsibility for the
accuracy or completeness of the information. TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES
THIS DOCUMENT “AS IS” WITHOUT WARRANTY OF ANY KIND, INCLUDING, WITHOUT LIMITATION, ANY IMPLIED
WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. In no
event will CA be liable for any loss or damage, direct or indirect, in connection with this presentation, including, without
limitation, lost profits, lost investment, business interruption, goodwill, or lost data, even if CA is expressly advised of the
possibility of such damages.
Certain information in this presentation may outline CA’s general product direction. This presentation shall not serve to
(i) affect the rights and/or obligations of CA or its licensees under any existing or future written license agreement or
services agreement relating to any CA software product; or (ii) amend any product documentation or specifications for
any CA software product. The development, release and timing of any features or functionality described in this
presentation remain at CA’s sole discretion.
Notwithstanding anything in this presentation to the contrary, upon the general availability of any future CA product
release referenced in this presentation, CA may make such release available (i) for sale to new licensees of such
product; and (ii) in the form of a regularly scheduled major product release. Such releases may be made available to
current licensees of such product who are current subscribers to CA maintenance and support on a when and ifavailable basis.
76
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