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CA Service Desk Manager Upgrade Services

Helping To Streamline Operations and Improve User Experience

CA Service Desk Manager (CA SDM) provides capabilities to help your organization streamline support operations by combining comprehensive enterprise-level capabilities for your support processes with an advanced user experience focused on self-sufficiency, social media collaboration, mobility and advanced analytics.

Benefits of CA Service Desk Manager include:

  • Enhance self-service
  • Improve automation
  • Reduce service disruptions
CA Service Desk Manager Upgrade Services provide valuable assistance to verify your solution architecture and design, perform configuration and quality assurance in multiple environments, and implement the solution in the production environment. CA Services provides knowledge transfer in support of operations and maintenance of the implemented solution.


Services That Support Your Business

CA Service Desk Manager Upgrade Services from CA Technologies is designed to help organizations transition existing non-custom functionality in their current deployment to the current version of CA SDM environment in a like-for-like upgrade.

This service is delivered in discrete, easily tracked phases that improve the overall outcome of both your move to the current release of CA SDM, and the future value you can attain as new capabilities are deployed and integrated into your service desk processes.

  • Reviewing and verifying solution scope based on your pre-engagement questionnaire which captures data regarding your current CA SDM deployement
  • Assessing current and forecast data usage and storage 

            – Architecture 

            – Customizations 

            – Web adaptations 

            – Environment variables 

            – History (HIS) file 

            – Options manager 

            – Integration

  • Reviewing and verifying your system specifications and hardware sizing requirements 
  • Verifying temporary workspace and development environments and upgrading Master Database (MDB) on the staging system

Benefits That Deliver Value

Delivered by CA Services, Upgrade Services for CA Service Desk Manager help you:

  • Efficiently transition like-for-like functionality1 from a prior release to the current release of CA SDM
  • Speed solution configuration and deployment
  • Reduce loss of workforce productivity
  • Accelerate time-to-value to get you up and running quickly
Upon completing this like-for-like upgrade, new opportunities to extend your service desk implementation will be available. With CA Service Desk Manager, you can:
  • Improve self-service and collaboration in your user community with support for social media, federated knowledge search and self-service dashboards
  • Automate issue assignment, diagnosis, remediation and change verification
  • Strengthen internal controls with unauthorized change prevention
  • Extend integration across service desk disciplines including request management, incident, problem, change, knowledge, asset, service level and configuration management

What You Get

CA Service Desk Manager Upgrade Services help you to transition efficiently from your existing CA SDM implementation 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 by CA Services include:

  • Installing CA SDM and CA Embedded Entitlements Manager, CA Process Automation Manager or CA Advanced Workflow on the temporary workspace, development and production environments

            – Workflows wil be converted if no manual re-work is required

            – Conversion of CA Advanced Workflow processes to

               CA Process Automation workflows not included

  • Preparing the database, application and web services layers
  • Configuring processes, visualization and support automation components
  • Performing data migration
  • Setting up reporting environment and single sign-on capability

CA Services will verify that your new CA SDM solution deployed in production is running with your data, agreed upon customizations, integrations and documented system functionality.