technology primer: the importance of itsm upgrades: people, process and technology working together

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

2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD

© 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

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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 PresidentCustomer Lifecycle Solutions


Agenda

WE LISTENED TO YOU

WHY YOU SHOULD UPGRADE

NEW ITSM UPGRADE OFFERING

BETA PARTICIPANT FEEDBACK

QUESTION & ANSWER

1

2

3

4

5

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


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

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?


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


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


Purushotham.KInfosys Ltd. Associate Vice President & Head of Enterprise Management Application Group

Beta Participant Feedback

ServiceDesk Migration - Update

Purushotham K,

Associate Vice President

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

ServiceDesk History at Infosys13

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

ServiceDeskr12.1

•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.

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

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

© 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, without the prior permission of InfosysLimited and/ or any named intellectual property rights holders under this document.

Thank You


Q & A


Recommended Sessions

SESSION # TITLE DATE/TIME

DO5T11SVision and Strategy: The Road to a New IT Service

Management Experience

11/18/2015 at 4:30 pm

Theater 5

DO5T20SMarsh and McLennan Wins Big in ITSM by Playing a Team

Game

11/19/2015 at 2:00 pm

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DO5X167SSpectrum Health Delivers a Superior Consumer

Experience to its IT Users With Service Catalog

11/19/2015 at 3:00 pm

Breakers L


Must-See Demos

ITSM Designed for Humans

CA Service Management

Theater 5

Let Analysts Help People

CA Service Desk Manager

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Make IT Simple with ITSM

CA Service Catalog & Unified Self-service

Theater 5

Dashboards for Better ITSM

Xtraction for CA Service Management

Theater 5


Follow Conversations At…

Smart Bar

CA Service Management

Theater 5


For More Information

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CA World ’15

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