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World®’16
GetWiththexFlow– CAServiceManagementCustomersTellTheirStoriesAbouttheNewxFlowUserExperienceStephanieConnolly– ITSMAdmin– BlueCrossBlueShieldAlabamaDavidFlores– TechnicalSupportLead– Belk,Inc.AllenHoupt – Advisor,ProductMarketing– CATechnologiesFrankMueller– CEO– AXSOSAG
AMT114P
AGILEMANAGEMENT
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©2016CA.Allrightsreserved.Alltrademarksreferencedhereinbelongtotheirrespectivecompanies.
Thecontentprovidedinthis CAWorld2016presentationisintendedforinformationalpurposesonlyanddoesnotformanytypeofwarranty. The informationprovidedbyaCApartnerand/orCAcustomerhasnotbeenreviewedforaccuracybyCA.
ForInformationalPurposesOnlyTermsofthisPresentation
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Abstract
ThissessionfocusesonthenewxFlowuserexperienceforCAServiceManagementwhich,enablessupportanalyststoworkthewaytheywantanddeliverthequalityofservicetheircustomersexpect.Inthissession,CAwillinterviewCAServiceManagementcustomerpanelistsaboutatypicalday-in-the-lifeoftheirsupportanalysts,thereasonstheyembarkedonimplementingthenewxFlowuserexperienceandtheirfutureplansrelatedtoxFlow.
AllenHoupt
CATechnologies-Advisor,ProductMarketing
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ContextwithCardview,HeatandWeather
StoryTimeline
ServiceGenius,SuggestedExpertsandSuggested
Solutions
WithxFlow youget
At-a-glanceviewofservicedeskbusinessandpriorities
Understandhistoricalactivitiesofincidentsandrequests
Contextbasedsuggestiveknowledge;skills-basedroutingforquickerfasterresolution
Whichenablesyouto…
AssistiveCommandBox Recognizeskeywordstodriveresolution
ThexFlowExperience
xFLowfortheSupportAnalystGaincontext,prioritize,assistiveresolution
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StephanieConnollyBlueCrossBlueShieldAlabama-ITSMAdmin
ThePanel
DavidFloresBelk,Inc.TechnicalSupportLead
FrankMuellerAXSOSAGCEO
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6 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
RecommendedSessions
SESSION# TITLE DATE/TIME
AMX121SCaseStudy:UsingProcessAutomationinCAServiceCatalogtoDeliverServicesFaster
11/16/2016at3:45pm
AMX18SSlayingtheDragonsofAgile,DevOpsandITSMInformationFlow
11/16/2016at4:30pm
AMT05S CAServiceManagement:Vision&Roadmap 11/17/2016at11:30am
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7 ©2016CA.ALLRIGHTSRESERVED.@CAWORLD#CAWORLD
MustSeeDemos
ServiceDeskandSupportAnalystxFlowExperience
SoftwareandHardwareAssetManagement
RequestManagementandSelf-service
ManagementInsights–ReportingandDashboards
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AgileManagement
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