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CA Service Management Upgrade Services

CA Service Management provides enhancements to help your organization streamline ITSM operations by combining comprehensive enterprise-level capabilities for your IT service management processes with an advanced user experience that supports self-sufficiency, collaboration, mobility and advanced analytics.

CA Service Management Upgrade Services begin with an assessment of your current implementation, its architecture and design and its specific impacts to your people and processes. CA Services will evaluate these findings and make recommendations for improvement, prepare the solution architecture, perform the configuration of the production environment, migrate your ITSM data and confirm your solution is running as expected in production.

Business Challenges

Transitioning to a new version of a solution often takes a lower priority for business and IT stakeholders than daily operations and other initiatives. Organizations may be challenged to devote the necessary resources, gather the relevant data and prepare an upgrade plan that addresses the risks and benefits of the upgrade. This can delay important product enhancements and fixes, and impact the overall solution adoption if the transition is difficult.

Gathering relevant data to prepare for an upgrade can be time consuming and inconsistently executed by resources focused on other initiatives resulting in data gaps and potential errors.

Narrow preparation scope can be limited to the mechanics of an upgrade and miss valuable opportunities to assess processes, evaluate usage and utilize new solution enhancements.

Operational risk and interruption unnecessarily increases upgrade costs that can put projects and programs in jeopardy.

Key Outcomes

  • Efficiently transition to the current release of CA Service Management from prior releases1 of CA Service Desk Manager, CA IT Asset Manager and/or CA Service Catalog in a manner that captures your deployed features and options.
  • Speed solution configuration and deployment.
  • Reduce customizations where appropriate.
  • Improve administration and upgradeability.

Key Service Features

  • Delivered in discrete, easily tracked phases that improve the overall outcome.
  • Includes pre-upgrade assessment to identify potential risks and opportunities to improve your solution implementation.
  • Manages all aspects of the solution upgrade including evaluating readiness, deploying the new architecture, transitioning integrations, deploying the production environment, performing data migration and helping drive solution adoption.
  • Improved automation to merge and migrate customized service desk capabilities into the new environment.

Offering Overview

CA Service Management upgrade services are designed to help you transition existing non-custom functionality in your current CA Service Management deployment to the upgraded environment.

The capabilities of CA Service Management include: 

  • Hardware and software asset management
  • Software asset verification
  • Incident management
  • Problem management
  • Knowledge management
  • Change management
  • Services asset and configuration management
  • Request fulfillment
  • Support automation
With the solution capabilities and new enhancements to CA Service Management, you can:
  • Improve self-service and collaboration in your user community with support for social media, federated knowledge search and self-service dashboards.
  • Automate ITSM processes for defining, transitioning and delivering services and assets throughout their lifecycles.
  • Strengthen internal controls and visibility for more consistent attainment of service level agreements.
  • Extend integration across ITSM disciplines.

Upgrade Services

CA Service Management Upgrade Services help you to transition efficiently to the current release. Working with your team, CA Services assists in providing a clear upgrade approach that reduces migration risk, costs and burden on your staff.

In addition to performing project management tasks, the upgrade steps performed include:

  • Pre-meeting and preparation to prepare information and help ensure availability of required resources necessary to conduct the assessment.
  • Assessment workshop(s) to understand of the current state of the people, processes and technology by conducting collaborative cross-functional sessions and interviews and collecting and analyzing feedback prior to upgrade.
  • Upgrade analysis to analyze, segment and prioritize findings and to evaluate short and longer term opportunities for improvement to achieve desired outcomes.
  • Report of findings to review findings regarding upgrade readiness, risks, effort and timings with business and IT stakeholders.
  • Pre-upgrade work to prepare the environment, solution and organization.
  • Solution upgrades to perform the technical upgrade of CA Service Desk Manager, CA Service Catalog and/or CA Asset Portfolio Management and migrate ITSM data.
  • Post-upgrade work to validate the solution and environments and to help drive solution adoption.
CA Service Management Upgrade Services will verify that your deployed CA Service Management solution is running with your data, agreed upon customizations, integrations and documented system functionality.