Are you getting the most out of your IT service management investment by upgrading to the latest releases? Hear about new advances that make it even simpler to upgrade CA Service Management. For more information, please visit http://cainc.to/Nv2VOe

1. Technology Primer: The Importance
of ITSM Upgrades: People, Process
and Technology Working Together
Titus Moore
IT Service Management
CA Technologies
Customer Lifecycle Solutions
DO5X166S
@TitusMoore
#CAWorld
#ITSM
Purushotham. K
Infosys Ltd.
Associate Vice President & Head –
Enterprise Management Application Group

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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

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Abstract
Are you getting the most out of your IT service
management investment by upgrading to the
latest releases? Hear about new advances that
make it even simpler to upgrade CA Service
Management.
Titus Moore
CA Technologies, Inc
Vice President
Customer Lifecycle
Solutions

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Agenda
WE LISTENED TO YOU
WHY YOU SHOULD UPGRADE
NEW ITSM UPGRADE OFFERING
BETA PARTICIPANT FEEDBACK
QUESTION & ANSWER
1
2
3
4
5

5. Maintaining your ITSM solution is based on people, process, and technology.

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Upgrading CA SDM could be
resource intensive and costly.
Customizations and integrations
could complicate upgrading.
Sometimes an unclear path from
current state to latest release.
Maintaining CA Service Desk Manager (CA SDM)
Was Not Always Easy

7.  Unified self-service
 Collaborative/social user experience
 Mobility
 Out-of-the-box services/content
 Change Audit Controls
 Advanced Availability
 Business Value Reports
 Expanded Service Design
 Increased user satisfaction and
adoption
 Improved productivity for all employees
 Easier administration
 Reduced business risk
 Less scheduled downtime/business
impact
 Better alignment with business
objectives
 Shorter time-to-value for new services
Recent Enhancements Business Value
Why should you upgrade to CA Service Management 14.1?

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New ITSM Upgrade Offering
• Automated manual time consuming tasks
• High quality but lower cost resources based in Hyderabad
1) Lab-based approach to upgrading
• On average 83% of custom forms automatically merged
• On average 56% reduction in time to upgrade
2) Beta and pilot programs yielded very positive results

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What Can Be Upgraded
• CA Service Desk Manager – 11.2
through 12.9
• CA Service Catalog – 11.2
through 12.9
• CA IT Asset Manager - Asset
Portfolio Management –
11.3.4 through 12.9
• CA Process Automation
These versions can be upgraded using the lab
• CA Software Asset Manager
• Any release of CA SDM prior to
11.2
• Advanced Workflow to CA
Process Automation migration
NOT in scope

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Purushotham.K
Infosys Ltd.
Associate Vice President & Head of Enterprise Management Application Group
Beta Participant Feedback

11. ServiceDesk Migration - Update
Purushotham K,
Associate Vice President

12. Migration Complexity
• 41 Departments
• 31 Integrations (System to System)
• ~415000 Tickets / month
• 2500+ Change Orders / month
• 15000+ Configuration Items
• 6000 max concurrent users
• Heterogeneous Admin models (Category, Location, Priority and Hybrid)
• Heavy Customization both UI and SPEL
12

13. ServiceDesk History at Infosys
13
AHD
•1998 v4.0
Distributed
•2000-Centralized
•2002 v5.5
AHD 6.0
(Infosys
ServiceDesk)
•2005 –Email
interface
•2007 - ITIL
Adoption,
Change and
Configuration
Management
ServiceDesk
r12.1
•2010 - ITIL v2
•Customized
Self
Service UI
•2012 – HR and
IS Adoption
ServiceDesk r12.7
(Mar 2013)
•Support
Automation
•26 Depts. on SD. 22
Web Service
Integrations
ServiceDesk r14.1
(Aug 2015)
•Advanced Availability -
Reduced Downtime
•Xtraction Real-time
Reporting
Infosys Lifeline for BEFs.

14. r14.1 Advantages
• No Single Point of Failure – High Availability
• No bottlenecks – distributed virtual DB layer
• Hosted on Latest OS (Windows 2012 R2) and DB (SQL 2014)
• Attachments on Network Attached Storage
• Classic Workflows for Incidents/Requests
• Attachments for CI and Multiple File Attachments on Analyst Interface.
• DB on MSSQL Always-ON.
14

15. Factory Upgrade Program
• Activities
• Collection of Environmental and Customization details.
• Reproduce it in CA Environment
• Test and Develop Migration Plan
• Provide web pages customizations in line with new version.
• Provide Run-book to implement migration.
• Advantages:
• Ease –
• Admins generally have to follow the doc provided by CA
• Port it to Production after couple of test iterations.
• Time –
• Substantial improvement in Migration timelines.
15

16. © 2015 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights
of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, electronic, mechanical, printing,photocopying,recording or otherwise, withoutthe prior permission of InfosysLimited and/ or any named intellectual property rights holders under this document.
Thank You

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Q & A

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Must-See Demos
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Let Analysts
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Theater 5

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Follow Conversations At…
Smart Bar
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Management
Theater 5

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