CA to Challenge Service Desk Market Status Quo by Unifying Seven Typically Separate Products into One to Drive Greater Value, Lower Cost of Ownership.CA Service Desk Manager r12 to Simplify IT Service Management, ITIL (Information Technology Infrastructure Library, www.itil.co.uk) One of the more comprehensive as well as non-proprietary and publicly available sets of guidelines for "best practice" IT services management, owned by the British Office of Government Commerce (OGC). [R] Support with Comprehensive Offering for Service Desk Operations CA CMDB CMDB Configuration Management Data Base CMDB Composite Modified Double Base (Propellant) CMDB Control and Monitor Display Builder CMDB Call Management Database r12 to Help Organizations Understand Risk of Changes to the IT Environment LAS VEGAS Las Vegas (läs vā`gəs), city (1990 pop. 258,295), seat of Clark co., S Nev.; inc. 1911. It is the largest city in Nevada and the center of one of the fastest-growing urban areas in the United States. -- CA, Inc. (NASDAQ NASDAQ in full National Association of Securities Dealers Automated Quotations U.S. market for over-the-counter securities. Established in 1971 by the National Association of Securities Dealers (NASD), NASDAQ is an automated quotation system that reports on : CA) today announced the planned release of CA Service Desk Manager r12, which is designed to unify into one product what other vendors sell as separate products, including service desk, change management, configuration management database (CMDB), application dependency mapping, knowledge management, support automation, and analytics. The planned combination of this industry-leading functionality with newly published, standardized standardized pertaining to data that have been submitted to standardization procedures. standardized morbidity rate see morbidity rate. standardized mortality rate see mortality rate. best practices is designed to help CA customers more quickly and cost-effectively implement a holistic approach holistic approach A term used in alternative health for a philosophical approach to health care, in which the entire Pt is evaluated and treated. See Alternative medicine, Holistic medicine. to service management. CA also plans new functionality in CA Service Desk Manager r12, including CA CMDB r12 which is being designed to better manage risk associated with changes to the IT environment. "The complexity and demand on IT service support requires offerings beyond basic core service desk products, which today tend to require the expense and time to justify purchasing multiple add-on products. For example, while the benefits of knowledge management in reducing downtime The time during which a computer is not functioning due to hardware, operating system or application program failure. and reducing costs through user call defection are well known, full-function knowledge management is typically a separate, extra-cost item," said Kris Brittain, research vice president, Gartner, Inc. "This piecemeal piecemeal patchy, e.g. necrosis of the liver in which groups of hepatocytes are separated by small groups of inflammatory cells and fine, fibrous septa following extension of the inflammatory process beyond the limiting plate. , multi-product approach to service desks, Gartner believes, is falling out of favor as comprehensive, full-function solutions will become the industry norm." "Service management organizations are expanding beyond their tactical roots as trouble ticket centers to become the front office for IT, yet they are often hindered by the industry's multi-product approach to service management tools," said Brian Bell, senior vice president and general manager, CA Service Management. "They need as many as seven more traditionally separate tools to come together so they can automate routine responses to incidents, identify problems and manage change to eliminate incidents, and guide decisions across IT based on how they relate to the services that drive business value. CA is the first major vendor that will provide these seven inter-related capabilities in a single product together with a holistic approach to implementation, maintenance and migration, so our customers can focus more of their time on maturing processes rather than justifying purchases of additional service desk modules." New functionality planned for CA Service Desk Manager r12 includes: * Integrated CMDB that is designed to provide more robust support for change management, problem management and compliance. Planned enhancements include improved visualization into change impact and root cause analysis, recording different versions of infrastructure and application elements, and support for the CMDB Federation specification for federation to external data sources including other CMDBs. * Change Management Schedule that is designed to provide visibility of upcoming changes in a calendar view to help assess their potential impact on the environment and minimize risks associated with change. * Role-Based User Interface designed to personalize per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. the user interface with 18 pre-defined, ITIL[R] v3-aligned roles to accelerate implementation and allow each user to get the information they need to perform their job more efficiently and effectively. * Integrated Business Intelligence powered by Business Objects XI. These reporting capabilities will provide simple drag-and-drop ad-hoc, slice-and-dice reporting to gain intelligence on trends and process performance. * Knowledge management enhancements that are designed to improve customer satisfaction, reduce call volumes and speed time-to-resolution, including forums for socialized so·cial·ize v. so·cial·ized, so·cial·iz·ing, so·cial·iz·es v.tr. 1. To place under government or group ownership or control. 2. To make fit for companionship with others; make sociable. information-sharing, powerful search capabilities across multiple content types and repositories, and document versioning with on-line rework re·work tr.v. re·worked, re·work·ing, re·works 1. To work over again; revise. 2. To subject to a repeated or new process. n. and roll back. * Support for Multi-Tenancy which will segregate seg·re·gate v. seg·re·gat·ed, seg·re·gat·ing, seg·re·gates v.tr. 1. To separate or isolate from others or from a main body or group. See Synonyms at isolate. 2. data, processes and roles allowing IT support organizations to securely service multiple internal or external customers with differentiated service Differentiated Service is a design pattern for business services and software, in which the service varies automatically according to the identity of the consumer and/or the context in which the service is used. with the cost of a single software tool. * Out-of-the-box integration with other key ITIL and IT service management solutions such as service catalog A service catalog, as defined in ITIL Service Delivery, is a list of services that an organization provides, often to its employees or customers. Each service within the catalog typically includes:
CA CMDB r12 is currently planned for inclusion as a standard capability of CA Service Desk Manager r12. It also will be available as a standalone product. CA CMDB r12 will provide enhancements that help reduce change and compliance risk, and improve data accuracy and business alignment. New features planned for CA CMDB r12 include: * New Multi-Level Visualization which is designed to include pre-defined filters that help users quickly see the business service impact and risk of proposed changes. It also helps identify root causes of complex performance and service availability problems. * Federation Capabilities that are designed to provide a complete view of how IT components are configured including hardware, software and physical and virtual servers across mainframe and distributed environments. This will include support for the CMDB Federation (CMDBf) specification which provides a faster, repeatable method for implementing data from other sources, including other CMDBs, as recommended by the ITIL v3 Configuration Management System approach. * Configuration Item (CI) Versioning which is designed to provide baselines for approved CI configurations, historical snapshots of CI configuration changes, and automated comparisons to facilitate compliance reporting and pinpoint root causes of problems caused by planned and unplanned changes. What Customers Are Saying "Buffalo State College Buffalo State College, often referred to colloquially as Buff State, is a public, liberal arts college in Buffalo, New York and is part of the State University of New York. employed CA's Service Desk back in 2003 to better facilitate the wide range of support and services that our IT department provides to nearly 15,000 faculty, staff and students," said Mary Jo Graham, manager, User Account Processes, Buffalo State College. "Our recent collaboration with CA on the beta project for CA Service Desk Manager r12 leaves us looking forward to implementation as it promises excellent enhancements and functionality. This is one of the benefits of working with CA--the direct involvement of its current customers in the development process of new deliverables. Many of the features members of the customer team requested have been implemented into CA Service Desk Manager r12 and should prove to greatly augment the services we offer our constituents." "As a long-time customer of CA's service management products, the streamlined approach CA is taking with its products and services is a welcome shift," said Harry Butler Harry Butler, CBE (born March 25, 1930) is an Australian naturalist and environmental consultant. Butler was born in Perth, Western Australia. He attended Claremont Teachers' College in Western Australia and later the Western State College in the United States. , Information Technology project manager at Elbit Systems Elbit Systems Ltd. NASDAQ: ESLT is one of Israel's largest defense electronics manufacturers and integrators. Established in 1967, and based in Haifa, Israel, Elbit has over 8,000 employees. of America, an international defense electronics company. "Release 12 of CA Service Desk Manager will offer our organization several new features in a single solution under a single license. Previously I would have had to purchase tools individually to get all the new capabilities." CA Service Desk Manager r12, a CA Enterprise IT Management solution, is being developed to help organizations drive business value from IT and effectively improve IT economics. CA solutions, such as CA Service Desk Manager r12, are designed to help lower the total cost of ownership of IT by providing faster time-to-value and reducing IT costs through better integration and automation. About CA CA (NASDAQ: CA) is the world's leading independent IT management software company. With CA's Enterprise IT Management (EITM EITM Empirical Implications of Theoretical Models EITM Enterprise Information Technology Management EITM Elliot in the Morning (radio show) EITM Environmental Information Technology Management EITM Enterprise It Management ) vision and expertise, organizations can more effectively govern, manage and secure IT to optimize business performance and sustain competitive advantage. For more information, visit www.ca.com. Subscribe to Verb 1. subscribe to - receive or obtain regularly; "We take the Times every day" subscribe, take buy, purchase - obtain by purchase; acquire by means of a financial transaction; "The family purchased a new car"; "The conglomerate acquired a new company"; CA * CA Newsletters * CA Press Releases * CA YouTube Channel * CA Podcasts * CA Blogs * CA Twitter A Web site and service that lets users send short text messages from their cellphones to a group of friends. Launched in 2006, Twitter (www.twitter.com) was designed for people to broadcast their current activities and thoughts. Trademarks Copyright [c] 2008 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. ITIL [R] is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is registered in the U.S. Patent and Trademark Office. Each new feature or functionality included in future releases is subject to change based on a number of factors, including but not limited to internal and external beta testing (programming) beta testing - Testing a pre-release (potentially unreliable) version of a piece of software by making it available to selected users. This term derives from early 1960s terminology for product cycle checkpoints, first used at IBM but later standard throughout the , development plan changes, and feedback from customers and users. Accordingly, the product may have different features and/or functionality than stated in this document. CA does not provide legal advice. No software product referenced herein shall serve as a substitute for the reader's compliance with any laws (including but not limited to any act, statue, regulation, rule, directive, standard, policy, administrative order An order covering traffic, supplies, maintenance, evacuation, personnel, and other administrative details. , executive order, etc. (collectively, "Laws")) referenced herein. The reader should consult with competent legal counsel regarding any such Laws. |
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