technology primer: the importance of itsm upgrades: people, process and technology working together
TRANSCRIPT
Technology Primer: The Importance of ITSM Upgrades: People, Process and Technology Working Together
Titus Moore
IT Service Management
CA Technologies
Customer Lifecycle Solutions
DO5X166S
@TitusMoore
#CAWorld
#ITSM
Purushotham. K
Infosys Ltd.
Associate Vice President & Head –Enterprise Management Application Group
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© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 presentation is intended for informational purposes only and does not form any type of
warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.
For Informational Purposes Only
Terms of this Presentation
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Abstract
Are you getting the most out of your IT service management investment by upgrading to the latest releases? Hear about new advances that make it even simpler to upgrade CA Service Management.
Titus Moore
CA Technologies, Inc
Vice PresidentCustomer Lifecycle Solutions
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Agenda
WE LISTENED TO YOU
WHY YOU SHOULD UPGRADE
NEW ITSM UPGRADE OFFERING
BETA PARTICIPANT FEEDBACK
QUESTION & ANSWER
1
2
3
4
5
Maintaining your ITSM solution is based on people, process, and technology.
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Upgrading CA SDM could be resource intensive and costly.
Customizations and integrations could complicate upgrading.
Sometimes an unclear path from current state to latest release.
Maintaining CA Service Desk Manager (CA SDM) Was Not Always Easy
Unified self-service
Collaborative/social user experience
Mobility
Out-of-the-box services/content
Change Audit Controls
Advanced Availability
Business Value Reports
Expanded Service Design
Increased user satisfaction and adoption
Improved productivity for all employees
Easier administration
Reduced business risk
Less scheduled downtime/business impact
Better alignment with business objectives
Shorter time-to-value for new services
Recent Enhancements Business Value
Why should you upgrade to CA Service Management 14.1?
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New ITSM Upgrade Offering
• Automated manual time consuming tasks• High quality but lower cost resources based in Hyderabad
1) Lab-based approach to upgrading
• On average 83% of custom forms automatically merged• On average 56% reduction in time to upgrade
2) Beta and pilot programs yielded very positive results
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What Can Be Upgraded
• CA Service Desk Manager – 11.2 through 12.9
• CA Service Catalog – 11.2 through 12.9
• CA IT Asset Manager - Asset Portfolio Management –11.3.4 through 12.9
• CA Process Automation
These versions can be upgraded using the lab
• CA Software Asset Manager • Any release of CA SDM prior to
11.2• Advanced Workflow to CA
Process Automation migration
NOT in scope
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Purushotham.KInfosys Ltd. Associate Vice President & Head of Enterprise Management Application Group
Beta Participant Feedback
ServiceDesk Migration - Update
Purushotham K,
Associate Vice President
Migration Complexity
• 41 Departments
• 31 Integrations (System to System)
• ~415000 Tickets / month
• 2500+ Change Orders / month
• 15000+ Configuration Items
• 6000 max concurrent users
• Heterogeneous Admin models (Category, Location, Priority and Hybrid)
• Heavy Customization both UI and SPEL
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ServiceDesk History at Infosys13
AHD
•1998 v4.0 Distributed
•2000-Centralized
•2002 v5.5
AHD 6.0 (Infosys ServiceDesk)
•2005 –Email interface
•2007 - ITIL Adoption, Change and Configuration Management
ServiceDeskr12.1
•2010 - ITIL v2
•Customized Self Service UI
•2012 – HR and IS Adoption
ServiceDesk r12.7 (Mar 2013)
•Support Automation
•26 Depts. on SD. 22 Web Service Integrations
ServiceDesk r14.1 (Aug 2015)
•Advanced Availability -Reduced Downtime
•Xtraction Real-time Reporting
Infosys Lifeline for BEFs.
r14.1 Advantages
• No Single Point of Failure – High Availability
• No bottlenecks – distributed virtual DB layer
• Hosted on Latest OS (Windows 2012 R2) and DB (SQL 2014)
• Attachments on Network Attached Storage
• Classic Workflows for Incidents/Requests
• Attachments for CI and Multiple File Attachments on Analyst Interface.
• DB on MSSQL Always-ON.
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Factory Upgrade Program
• Activities
• Collection of Environmental and Customization details.
• Reproduce it in CA Environment
• Test and Develop Migration Plan
• Provide web pages customizations in line with new version.
• Provide Run-book to implement migration.
• Advantages:
• Ease –
• Admins generally have to follow the doc provided by CA
• Port it to Production after couple of test iterations.
• Time –
• Substantial improvement in Migration timelines.
15
© 2015 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights
of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval
system, or transmitted in any form or by any means, electronic, mechanical, printing,photocopying,recording or otherwise, without the prior permission of InfosysLimited and/ or any named intellectual property rights holders under this document.
Thank You
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Q & A
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Recommended Sessions
SESSION # TITLE DATE/TIME
DO5T11SVision and Strategy: The Road to a New IT Service
Management Experience
11/18/2015 at 4:30 pm
Theater 5
DO5T20SMarsh and McLennan Wins Big in ITSM by Playing a Team
Game
11/19/2015 at 2:00 pm
Theater 5
DO5X167SSpectrum Health Delivers a Superior Consumer
Experience to its IT Users With Service Catalog
11/19/2015 at 3:00 pm
Breakers L
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Must-See Demos
ITSM Designed for Humans
CA Service Management
Theater 5
Let Analysts Help People
CA Service Desk Manager
Theater 5
Make IT Simple with ITSM
CA Service Catalog & Unified Self-service
Theater 5
Dashboards for Better ITSM
Xtraction for CA Service Management
Theater 5
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Follow Conversations At…
Smart Bar
CA Service Management
Theater 5
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For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15