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CA Cloud Service Management Implementation Services

Implementation Services for CA Cloud Service Management equip IT teams with a Software-As-A-Service (SaaS) solution that has capabilities designed to help optimize essential service management functionality—and can reduce the complexity, coding required and costs associated with other service desk platforms. These services assist with configuring ITIL-compatible processes for service request, incident, problem, change, configuration and SLA management as well as reporting and integration with other solutions.

Business Challenges

The work and resources required to deploy, operate and upgrade on-premises IT solutions for service desk management detract from the traditional benefits of managing technology in-house. For organizations transitioning from an on-premises to a SaaS environment, configuring ticket templates and business rules, as well as loading data and preparing reports and portals should be seamless.

Efficiently deploy and maintain service desk solution in-house. Traditional on-premises service technologies can consume staff time and require skills that are not readily available.

Cost of maintaining an in-house solution. This SaaS-based solution frees you from the costs and resource drains of running and maintaining the software in-house. Additional savings are available from our upgrade strategy that regularly delivers easy, non-disruptive upgrades.

Avoid delays and risks associated with upgrading service desk technology. Upgrades of a non-SaaS solution can entail substantial testing, re-configuration and additional project management effort.

Smoothly transition from on-premises to SaaS. Solution adoption can falter if your organization lacks a SaaS solution that is well configured for specific business rules, automates important process and fosters employee self-service. 

Key Outcomes

  • Improved automation with monitoring and CMDB integration
  • Extensible IT service management platform which is easy to maintain
  • Improved quality of service built on the ITIL v3 framework
  • Codeless configuration
  • Faster deployment

Key Services Features

  • Foundation Services. Deploy the solution with capabilities for request and incident management, active directory support and reporting.
  • Acceleration Services. Provide flexible, modular options to extend your IT Service Management solution.
  • Out-of-the-box content. Delivers prebuilt action-driven workflows, auto routes and ticket templates based on ITIL® best practices.

Offering Overview

Implementation Services for CA CSM can help you quickly deploy an ITSM solution that supports incident management, request management, problem management, change management, configuration management and asset management.

CA Services deploys the solution using a framework of foundation services and optional acceleration services. This modular approach speeds the deployment of core functionality while providing flexible options to extend CA Cloud Service Management with proven workflows, autorouting, additional integrations and reporting capabilities for improving IT service management.

Foundation Services

Foundation Services for CA Cloud Service Management provide a framework for implementing the solution and enabling core ITSM capabilities using the built-in features and predefined content. This approach accelerates the deployment of a proven reference architecture for faster adoption and greater extensibility.

These implementation services enable the following capabilities in CA Cloud Service Managment:

  • Request catalog: Establishes a catalog for use by analysts and customers to submit commonly requested services, report issues or requests for change
  • Request fulfillment: Supports logging and managing service requests from users for information, access to systems or services
  • Incident management: Supports reporting and managing issues such as service disruptions, unavailability or reductions in quality of a system or service that users already access and use
  • Active directory support: Uses the ADSync Module to configure an LDAP-compliant data source for client and customer account data. This has been tested and validated with Microsoft Active Directory® and Novell eDirectory.
  • Reporting: Provides users with the ability to generate and view reports related to tickets, configuration items and knowledge articles.

Acceleration Services

Acceleration Services are optional offerings that extend your CA Cloud Service Management solution:

  • Problem management: Supports identifying the root causes of incidents and managing actions to address issues
  • Change management: Automates assigning change approvers and reviewers based on specific characteristics and attributes of change requests and ticket matching conditions
  • Asset management: Supports discovering hardware IT assets and managing important aspects of those assets
  • Configuration management: Populates the database with the supported CIs and their relationships
  • Single sign-on: Provides the ability for users to log into CA CSM using network credentials
  • Extended reporting: Extend out-of-thebox reports with custom reports and dashboards
  • Integration support and development: Enables built-in Web services to integrate with third-party products
  • CA Unified Infrastructure Management (CA UIM) integration: Provides two-way data integration between CA Cloud Service Managment and CA UIM
  • Service automation: Develops automated workflows to replace manually executed tasks
  • Other optional services: CA Services can assist organizations with business processes by reviewing and helping to prioritize and design new or redesign existing service management processes

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