Service and IT Asset Management

Deliver service value.

Continuously improve service quality, user satisfaction and staff efficiency while maximizing the business value of your operational resources.

Manage IT from a business perspective by using our IT service management solutions to implement repeatable, measurable processes for defining, transitioning, delivering and supporting services and assets throughout their lifecycles.

CA acquires Oblicore, Inc. to aim at leadership in Cloud-based Service Level Management

Learn why Ptak/Noel says that "We see CA as having made a very clever acquisition with Oblicore; one that puts them a step ahead of their competition"

Read the analyst commentary

CIBER Replaces BMC Remedy with CA Service Desk

See how CIBER has improved customer services while cutting IT costs.

Watch the video

Service Portfolio Management: Optimizing the Business Value of IT

Learn how service portfolio management can help you continuously optimize IT resource allocations for maximum business value.

Read the white paper

CA ITIL® Process Maps: Select Your Route to ITIL Success

Make ITIL best practices work for you. Our ITIL Process Maps can help guide you throughout your entire service management journey.

View and download the ITIL Process Maps

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IT Service Management

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Product Categories
Insights & Documents

Change, Configuration and Release Management
IT Asset Management
IT Client Management
Service Desk Management
Service Level and Catalog Management
Service Portfolio Management
IT Financial Management

Improve business agility.

CA Change and Configuration Management Flash Demo

CA Change and Configuration Management Flash Demo
(5.0 MB SWF)

Change, Configuration & Release Management helps you unify the handling of infrastructure and application changes by automating compliance policies, improving service availability and reducing risk from uncontrolled changes.

Benefits

Plan changes based on business priority
Understand the impact of operational and software change
Minimize the risk of unplanned change

Explore more benefits of our Change, Configuration and Release Management Products

Contact Us

CA’s IT service management insights and documents provide an exclusive focus on our IT service management product and service offerings.

Insights

On-Demand Webcasts

CA Catalyst: Help Your Customers Provide a Unified Service Model
CA Service Catalog and CA Service Accounting r12 – What’s New?
Ensuring Successful User Adoption for CA Clarity
Ensuring Successful User Adoption for CA Clarity
Ensuring Successful User Adoption for CA Clarity
Ensuring Successful User Adoption for CA Clarity
Innovations in Managing IT Service Quality: Managing Service Quality and Risk to Service Delivery in a Lean Economy
IT Client Management Vision and Roadmap
Mainframe 2.0: Federate the Mainframe into your CA CMDB solution
The Necessary Next Step: Effective CMDB

Podcasts

CA Adds Life to BSM
MyTechnologyLawyer.com Radio Interview: ISO 19770-2, TagVault.org and Software Tagging/Compliance
West Corporation Align's IT Resources and Manages Growth

Success Stories

Australian Maritime Safety Authority safeguards its responses to distress calls with improved IT service desk performance
AXA improves quality of service for millions of customers with automated and standardized IT.
Baker Tilly maximises the time spent on fee-earning activities with CA EITM solutions.
BASF IT Services supports 60,000 users across the world with CA Service Desk Manager.
CA Chief Information Office: Annual Report 2008
CA Service Desk Manager supports IT service management at Standard Life.
Canon ensures continuous and consistent customer services with simplified IT management
Cert Octavian ensures hundreds of thousands of consumer products are delivered on time with CA Service Desk Manager
CIBER Replaced BMC Remedy with CA Service Desk
CIBER significantly improves customer service levels and reduces costs with CA software
Customer Success Story - TransUnion
Debenhams reduces operating costs with ITIL best practice and CA Service Desk Manager.
Detecting and eliminating errors proactively in a decentralised server infrastructure.
DICOS prepares for further growth after 10 successful years as a CA partner
Dubai International Financial Centre attracts more clients by using IT to drive operational efficiency
Elavon safeguards one billion payment transactions every year with integrated IT management
Elbit Systems of America uses integrated IT management to meet the challenges of rapid growth.
Fashion retailer s.Oliver boosts productivity with streamlined IT management services and ITIL best practices
Fujitsu Siemens Computers helps its customers to reduce costs and boost efficiency with greater automation
India’s fastest growing IT company saves $100,000 with better asset management.
Information services company meets critical publishing deadlines by optimizing its IT services
Mairie de Paris to improve monitoring of IP network with CA Spectrum Infrastructure Manager
Merkantis secures record $15 million customer contract with long-term CA partnership
MMA supports business growth and contains costs with CA IT Client Manager.
Paraphora provides highly customized managed IT services using an integrated
Raiffeisen Informatik improves efficiency by up to 15 percent with automated change management
Raymond James enhances service levels for 1.8 million accounts with integrated IT management
Raymond James increases service quality and saves 4.4% of service management costs a year with improved request and asset management.
Rooms To Go provides more reliable customer services by better managing networks and systems
Serco chooses CA Service Management technologies to deliver outsourced IT services
Sony Life improves business agility with centralized management of mainframe software assets
Spectrum Health improves productivity with CA Clarity™ PPM and CA Service Desk
State of Colorado improves the quality of human services with efficient IT management.
Systalians improves service quality and enables growth at optimised cost for Reunica.
TechTeam Global uses Enterprise IT Management to improve and expand IT services to customers.
TransUnion improves information access for half a million customers with more efficient IT.
University of Technology, Sydney reduces costs and improves services for 32,000 students with CA Service Desk Manager
West Corporation Improves Cost Control and Competitive Advantage with Optimized IT
Winn-Dixie gets groceries to customers faster by enhancing Workload Automation and systems monitoring

White Papers

BSM: Delivering on Business Goals (1.4 MB PDF)
Considerations for Developing an IT Disposal Policy
Delivering Mission Value in the Intelligence Community and Department of Defense (808 KB PDF)
Deploying the CMDB for Change & Configuration Management White Paper
Enabling Effective Change Management with an Integrated Change Control Mechanism (230 KB PDF)
Essential ITIL: What You Need To Succeed (314 KB PDF)
Information Governance: CA/Microsoft Solutions for Compliance, Legal and Governance Responsibilities (98 KB PDF)
Innovations in Managing IT Service Quality (226 KB PDF)
Integrating Agile Methods into your Process Driven Lifecycle (117 KB PDF)
IT Process Institute White Paper: IT Governance Maturity (145 KB PDF)
IT Service Management: Select Your Route to ITIL® Best Practice Process Map (539 KB PDF)
Leveraging CA Technology to Enable Net-Centric Warfare (439 KB PDF)
Making Every Asset Count: A Lean IT Best Practice (356 KB PDF)
Myths of a Configuration Management Database (CMDB) (3.7 MB PDF)
Service Alignment Through the CMDB and Service Catalog (324 KB PDF)
Service Portfolio Management: Manage IT For Business Value (1.4 MB PDF)
Service Portfolio Management: Optimizing the Business Value of IT (780 KB PDF)
ITIL Governance for SOA (116 KB PDF)
The Business Contribution of IT: Metrics that Matter (851 KB PDF)
The Value of Standards-based CMDB Federation (378 KB PDF)
Virtualization Is Not A Silver Bullet: Why and How Virtualization Needs to be Managed (601 KB PDF)
Why Implement a Configuration Management Database (CMDB)? (277 KB PDF)
Why Software License Management Is So Difficult - And How To Simplify It (46 KB PDF)

Documents

Articles

A Closer Relationship (662 KB PDF)
A Unified Approach to IT Asset Management and Configuration Management
Accelerate Your ITIL Success With IT Asset Management
Are People the Forgotten Part of ITIL? Part 2 (161 KB PDF)
Building an IT Blueprint: A Common Frame of Reference for the Business and IT
CIOs Discover 'Smart' Way to Become Lean
Communicating IT Value: How CA's CIO Speaks a Common Language with Business
Doing More With Less: Enterprise IT Management Strategies to Reduce the Cost and Risk of Doing Business
Effectively Manage the Three Dimensions of IT Complexity
EITM: Moving Beyond BSM (653 KB PDF)
Flexible Business Operations: Balancing Risk and Reward (127 KB PDF)
How Service Catalog and CMDB Integration Supports Going Lean
How to Build a Unified View of Services for Business and IT Alignment (182 KB PDF)
How You Can Turn IT Cost Cutting into IT Performance Improvements (134 KB PDF)
Integrating CA and CA Wily Product Lines for Added Value
Leverage Service Management to Automate Identity and Access Management Processes (149 KB PDF)
New Integration Platform Delivers Antidote for IT Complexity (110 KB PDF)
Raise User Satisfaction While Lowering Costs With Improved Service Delivery (115 KB PDF)
Stock Exchange Simulation Models the Impact of Technology Decisions (149 KB PDF)
Survey Results: Management Challenges Driving Server Virtualization Trend
Using Technology to Reduce IT’s Carbon Footprint

Associations & Standards Bodies

International Association of Information Technology Asset Managers, Inc. (“IAITAM”)

Data Sheets

CA Greenability. Acting on our Ability to make a difference (82 KB PDF)

Industry Analyst Reports

OVUM OpinionWire: CA acquires specialist service-level management vendor Oblicore (124 KB PDF)
CA Steps up IT Service Management Strategy - Acquires Oblicore (418 KB PDF)
CA Vendor Analysis (155 KB PDF)
EMA Asset Management Solutions Center: CA Product Profile (577 KB PDF)
Enterprise Management Associates (EMA) CMDB System Solution Center (CA CMDB Product Profile) (184 KB PDF)
Gartner Polls and Surveys Show an Increase in Software License Audits
Improving IT Economics and Gaining Business Value with CA Enterprise IT Management Software: An ROI Study (183 KB PDF)
Is a Revitalized CA Worth Revisiting?
Market Overview: IT Financial Management Software (396 KB PDF)
Ptak/Noel Commentary - CA acquires Oblicore, Inc. to aim at leadership in Cloud-based Service Level Management (66 KB PDF)
Service Catalog – Your Prerequisite For Effective IT Service Management (412 KB PDF)
The Changing Face of Asset Management:Merging Asset, Service, and Financial Management (309 KB PDF)
The Forrester Wave: IT Asset Life-Cycle Management, Q2 2009
The Importance Of IT Management Software Support Services (199 KB PDF)

Industry Research

IT Process Institute: A Strategic Alignment Executive Snapshot (129 KB PDF)
IT Process Institute: IT Controls Executive Snapshot (94 KB PDF)
IT Process Institute: Server Virtualization Maturity Study (384 KB PDF)
New IDC IT Cloud Services Survey Highlights Top Benefits and Challenges
Preparing for Renewed Growth: Setting strategy for IT and the business (185 KB PDF)
The Future of Green IT and the Implications for Software Management Solutions -File (788 KB PDF)

Process Maps

Problem Management: A CA Service Management Process Map (1.1 MB PDF)
Request Fulfillment: A CA Service Management Process Map (292 KB PDF)
Service Catalog Management: A CA Service Management Process Map (308 KB PDF)
Service Transition and Support: A CA Service Management Process Map (368 KB PDF)

Product Briefs

CA Service Catalog Product Brief (107 KB PDF)

Services Briefs

CA Services Overview Brief (1.1 MB PDF)

Solution Briefs

CA Service Level and Catalog Management Solution Brief (32 KB PDF)
CA Virtualization Management (707 KB PDF)
Manage IT Services With Confidence and Control - Service Management Focus Segment Brief (549 KB PDF)
Shared Services Portfolio: Improved Service-Desk Experience (175 KB PDF)

Success Story Tech Briefs

CA cuts costs and simplifies compliance by taking control of its IT assets. (253 KB PDF)
CA reduces cost and complexity by providing staff with simplified access to IT services. (140 KB PDF)
West Corporation boosts business agility and saves $18.8 million with integrated Enterprise IT Management (146 KB PDF)

Technology Briefs

CA frees up 80,000 hours of staff time per year and improves cost control with consolidated client management (111 KB PDF)
Delivering Identity and Access Management as an Automated Service Technology Brief (429 KB PDF)
IT Initiatives for Business Service Management (693 KB PDF)
Knowledge Management: A CA Service Management Process Map (1.5 MB PDF)
Managing Service Levels From an Organizational Perspective Technology Brief (987 KB PDF)
Service Level Management Through An Automated Service Catalog (528 KB PDF)
Service Level Management: A CA Service Management Process Map (1.4 MB PDF)

Technology Partnerships

AssetTrack Solution by Asset Management International (AMI), Inc.
TotalBase Support Solution by KnowledgeBroker, Inc.

Videos

Baker Tilly maximises the time spent on fee-earning activities with CA EITM solutions.
CA Greenability — Manage your IT more efficiently with an eye on environmental sustainability
Investigative Report: ITIL – A Journey of Discovery
Testimonial Video — CA Desktop and Server Solutions for Microsoft Vista

News

Recent Press Releases

CA Acquires Oblicore, Leader in IT Service Level Management
CA Service Desk Manager Achieves Record Top Score to Earn Gold Level ITIL® Process Compliance Certification for its Current Software Release
CA to Showcase Comprehensive Virtualization Management Solutions for VMware-based Data Centers and Clouds at VMworld 2009
CA First Major Vendor Certified on All 14 ITIL® Version 3 Processes Through PinkVERIFY™ Assessment
CA’s Support for Amazon Elastic Compute Cloud Facilitates Automating and Managing Applications across Existing Internal Resources and the AWS Cloud
CA, Inc. Joins TagVault.org as Founding Member

News