CA Service Management Community Blog

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Upcoming CA Service Management Office Hour session on 7th April'22

By Richa Pathak
Dear Community Members, CA Service Management product team is back with the next session of CASM Office Hours. The Office Hour session is scheduled for 7th April'22 @ 10 am ET/2 pm GMT. ​ The spotlight topic of this session is " Tips & Tricks for Successful Upgrade " and the points we intend to cover will include: Planning for an Upgrade Things to “Consider” & Things to “Avoid” during Upgrades Recommendations & Best Practice Guidance Event Invite can be downloaded from the community: https://community.broadcom. com/enterprisesoftware/events/ event-description? CalendarEventKey=b4b61d61- 5c5b-4eb2-a9d8-ad598bce0be2& ...
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Reminder of End of Service Announcement for CA Service Management 17.1

By Michael Lentini
CA Technologies, a Broadcom Company, is continually working to improve our software and services to best meet the needs of our customers. In accordance with the CA Support Policy and Terms available at CA Support , please consider this announcement your reminder to the previous notification that we are discontinuing technical support for CA Service Desk Manager 17.1, CA Service Catalog 17.1 and CA IT Asset Manager 17.1 effective September 30, 2021. This will allow our Development organization to more effectively focus its resources and add value to the next release of CA Service Management. After September 30, 2021, CA Technologies will continue to make self-service ...
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Bringing back “CA Service Management”

By Michael Lentini
Dear Community Member, As you may have noticed that we have been in the process of renaming our Service Management products to Clarity Service Management in an effort to unify and streamline our product brand names. But many of you – our customers and partners – told us that you prefer “CA Service Management” over Clarity Service Management, and that the name change might prove confusing to you. Based on the external and internal feedback, we have decided to rollback product name changes. As such, we will continue using the previously popular product names – CA Service Management, CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager, CA Business ...
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ITSM IN NON-IT USE: HUMAN RESOURCES

By Michael Lentini
Welcome to this discussion of ITSM in Non-IT use – today’s focal point is ‘Human Resources’. Earlier, we have discussed how service management can expand into enterprise management in general (you can read it here ) , and listen to the recording of our ITSM – The View Beyond IT webcast for more details. The last session “ A Zoom into Facilities Management ” is where we started on specific topics (and the webcast recording is here ). Thanks to your responses and feedback. Today we talk about how ITSM can help Human Resources (HR) establish their goals in a very effective way. HR Challenges and Goals The HR Department typically has stringent processes ...
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ITSM IN NON-IT USE: A ZOOM INTO FACILITIES MANAGEMENT

By Michael Lentini
In coordination with our services partner Enterprise Studio and ITSM expert Indrajit Banerjee, we are excited to bring you the next blog in our series about implementing service management beyond IT. Stay tuned for additional blogs and supporting webcasts with industry experts for additional insights about how you can evolve your enterprise and improve your ROI. We’ve discussed in general terms how service management can break out of its IT-associated box, and examples of enterprise management use cases. If you missed that installment, you can read it here , then listen to the recording of our ITSM – The View Beyond IT webcast for more examples and incentives. ...
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CA Service Management 17.1 Roll-up Patch 4(17.1.0.4) Released

By Rajeev Kumar
CA Service Management 17.1 Roll-up Patch 4 (17.1.0.4) Released On behalf of CA Technologies, a Broadcom Company, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 4 (17.1.0.4). This Roll-Up Patch is applicable to CA Service Management 17.1 and its earlier roll-up patches. Summary: Customers currently using CA Service Management 17.1 should install this patch in order to obtain resolutions ...
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Replacing OracleJDK with AdoptOpenJDK in Service Management Solution

By Pravesh Jha
We are working on to replace OracleJDK with AdoptOpenJDK in Service Management Solution. Stay tuned for further details..........
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Breaking out of the box: IT Service Management in Non-IT Use

By Michael Lentini
In coordination with our services partner Enterprise Studio and ITSM expert Indrajit Banerjee, we are excited to bring you this blog series about implementing service management beyond IT. Stay tuned for additional blogs and supporting webcasts with industry experts for additional insights about how you can evolve your enterprise and improve your ROI. Breaking out of the box: IT Service Management in Non-IT Use The term “Service Management” almost always inadvertently refers to Information Technology. Today ITSM without the “IT” is hard to think of. Every organization today focuses on information technology with a team to support the business. Critical ...
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CA Service Management 17.1 Roll-up Patch 3 (17.1.0.3) Released

By Pravesh Jha
CA Service Management 17.1 Roll-up Patch 3 (17.1.0.3) Released On behalf of CA Technologies, a Broadcom Company, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 3 (17.1.0.3). This Roll-Up Patch is delivered for CA Service Management 17.1 and above. Summary: Customers planning to upgrade to CA Service Management 17.1 and those who have already upgraded to CA Service Management 17.1 ...
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Service Desk Manager integration with other incident management tools

By Vishwanathan Rangaswamy
We have a requirement to integrate Service Desk Manager with BMC footprints. this is needed as one of our vendor uses that tool and needs the requests on their tool. right now we have integrated with the mail eater. But that is not efficient as it has latency issues. Is there a way we could make use of SOAP Webservices as part of SDM? I know we could use webservices to update the incidents/requests. but how do we initiate a trigger to call webservice method to get the created/updated ticket info and write to a file or send to another service? any suggestions or guidances would be very much helpful.
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CA Service Management 17.2 is now available

By Rajeev Kumar
Dear Community Member, We are pleased to announce that CA Service Management 17.2 is now available. Some of the new features and enhancements included in this release are: Service Point : A modern user experience for business users that uses a search-centric approach and natural language input to deliver self-service that can drive down the cost of level-1 support and improve user satisfaction. Service Point Mobile App : A new light-weight mobile app aligned with the Service Point user experience on Android ™ and iOS ® platforms. The app is published as “CA Service Point” in Apple ® App Store and Google Play ™ . This app does not ...
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Courtesy Announcement for CASM Customers re EOS for CA Process Automation 4.3 0000 and 4.3 SP01

By Pravesh Jha
CA Technologies, a Broadcom Company, is continually working to improve our software and services to best meet the needs of our customers. In accordance with the CA End of Service/End of Life Policy within the Working with CA Support guide available at https://support.ca.com by navigating to the Support Policies link, please consider this email your written notification that we are discontinuing technical support for CA Process Automation 4.3 0000 and 4.3 SP01 effective March 31, 2020. This will allow our Development organization to more effectively focus its resources and add value to the next release of CA Process Automation. After March 31, 2020, CA Technologies ...
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Frequently Asked Questions for Oracle® Java® in Service Management products

By Pravesh Jha
Frequently Asked Questions for Oracle ® Java ® in Service Management products. CA Service Desk Manager (SDM), CA Service Catalog (Service Catalog), CA Asset Portfolio Management (APM), CA Business Service Insight (BSI), CA Embedded Entitlements Manager (CA EEM) Q: There are a lot of Java folders that are created by the installer of Service management products. Is CA Technologies, A Broadcom Company, responsible for the licensing of these instances? A: Yes, wherever CA ships Java Runtime Environment (JRE) or Java Development Kit (JDK) with CA Service Management products, CA is responsible for licensing and maintenance of those instances of Java. ...
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CA Service Management 17.1 Roll-up Patch 2 (17.1.0.2) Released

By Pravesh Jha
CA Service Management 17.1 Roll-up Patch 2 (17.1.0.2) Released Dear Community: On behalf of CA Technologies, a Broadcom Company, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 2 (17.1.0.2). This Roll-Up patch is delivered for CA Service Management 17.1 and above. Summary: Customers planning to upgrade to CA Service Management 17.1 and those who have already upgraded ...
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Fuzzy Text is Displayed on the Web Interface

By Raghuveer Agarwal
After implementing CA Service Management 17.X, fuzzy text is displayed on the web interface. This font is difficult for few users to read and understand. As a workaround, users can override the default font for the web interface. For more information, see Troubleshooting CA Service Management .
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CA Service Management 14.1.05 Roll-up Patch 1 (14.1.05.1) Released

By Carol Piccus
Dear Community: On behalf of CA Technologies, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly announce updated releases and maintenance for our products. Today, we are pleased to announce the availability of CA Service Management 14.1.05 Roll-Up Patch 1 (14.1.05.1). Installing this patch provides for your systems to be current on maintenance for CA Service Management 14.1.05 per the guidelines detailed in the Defect Resolution Process . This update includes maintenance for CA Service Desk Manager, CA Service ...
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Community CASM Use Case Survey Results

By Allen_Houpt
Thanks to all who participated in the Community survey we did last month focused how customers are using CA Service Management outside of IT. As promised, we are sharing the results with you, and they are quite interesting. In fact, the results are so interesting, we are going to have customers present their use cases in future Community webcasts and in CA World sessions. Why? Well, the fact is that while almost all are using CASM as an IT service desk, 51% are getting additional value from it by using it in scenarios outside of IT. We are thinking that maybe customers can learn from these non-IT use case presentations to gain more value from their existing ...
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CA Service Management 17.1 Roll-up Patch 1 (17.1.0.1) Released

By Carol Piccus
Dear Community: On behalf of CA Technologies, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services. As part of our ongoing commitment to customer success, we regularly release updated patches for our products. Today, we are pleased to announce the availability of CA Service Management 17.1 Roll-Up Patch 1 (17.1.0.1). This Roll-Up patch is delivered for CA Service Management 17.1 and above. Summary: Customers planning to upgrade to CA Service Management 17.1 and those who have already upgraded to CA Service Management 17.1 should install this patch in order to obtain resolutions to the ...
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CA Service Management Survey

By Allen_Houpt
CA Technologies is conducting a short CA Service Management/CA Service Desk Manager (CASM) survey that we hope will help you get more value from the product. We are interested in how customers use CASM . Are you using it in clever ways? In departments outside IT like HR, Finance, AV, Facilities...? Externally for enabling business applications like managing manufacturing defects, retail complaints, hospitality requests, facilities requests or issues, access to public services...? We will share the survey findings in the CASM Community so you can see how others are using the product and maybe learn new ways to get more value from your existing ...
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