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on-premise CA Service Desk Manager single, process-based service support solution Challenges CA Service Desk Manager — Outdated, home-grown, or multiple instances of mismatched service desk upgrades — Delivers a single comprehensive Request, Incident, Problem and Knowledge Management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. 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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 October 3, 2015 [Insert PPT Name via Insert tab > Header & Footer] Copyright ©2011 CA. All rights reserved.