CA Service Management

  • 1.  Content Pack for ITIL® for CA Service Desk Manager 12.9

    Broadcom Employee
    Posted 05-29-2014 02:12 PM

    The Content Pack for ITIL® for CA Service Desk Manager 12.9 (May 2014) is available in the download section of Service Desk Manager (SDM) on support.ca.com.   This Content Pack contains good practice recommendations for 15 IT Service Management ITIL® 2011 edition processes, and includes CA Process Automation Manager workflow definitions, CA Business Intelligence reports, updated SDM On-Line Help, and other SDM specialized content and documentation.



  • 2.  Re: Content Pack for ITIL® for CA Service Desk Manager 12.9

    Posted 06-24-2014 01:59 PM

    Thanks Katherine, could you provide a link to this location?   - Fred



  • 3.  Re: Content Pack for ITIL® for CA Service Desk Manager 12.9

    Broadcom Employee
    Posted 06-24-2014 02:12 PM

    Fred..........

     

    You should be able to download the ITIL Content Pack for 12.9 by:

     

    1. Please log into Support.ca.com
    2. Select Download Center on left panel.
    3. Select the following product name
    CA Service Desk Manager Competitive Replacement Analyst
    - MULTI-PLATFORM
    Release: 12.9/0001
    4. Click GO button.
    5. DVD will appear as below
    DVD9 Content Pack for ITIL for CA Service Desk Manager
    12.9, 5/14
    DVD04115408E.iso


  • 4.  Re: Content Pack for ITIL® for CA Service Desk Manager 12.9

    Posted 06-24-2014 02:21 PM

    Thanks for such a quick response Paul, the product name was the missing piece here... the one you suggest above was not in my list nor was it in the all products list but one of the many other Service Desk listings worked.   Search still leaves something to be desired!     -fred



  • 5.  Re: Content Pack for ITIL® for CA Service Desk Manager 12.9

    Broadcom Employee
    Posted 06-24-2014 02:22 PM

    http://support.ca.com

    login with your email address and password

    Click Download Center on left

    Add Product Name (there are nine possible choices for CA Service Desk Manager depending on how you were licensed)

    Most customers are licensed under "CA Service Desk Manager Full License - MULTI-PLATFORM"

    Add release/gen level -  12.9/0001

    Hit blue "Go" button at bottom and all DVD components appear.

    ITIL content is listed fourth from top as below.

    DVD9 Content Pack for ITIL for CA Service Desk Manager 12.9, 5/14 

    DVD04115408E.iso



  • 6.  Re: Content Pack for ITIL® for CA Service Desk Manager 12.9

    Broadcom Employee
    Posted 06-24-2014 02:26 PM

    Customers Licensed under standalone product Unicenter Service Desk (USVDXX990) do not have ITIL Content pack or other add-on products such as CA Configuration Automation, CA Open Space.  They would need to talk to their CA rep about upgrading to the full SDM solution.



  • 7.  Re: Content Pack for ITIL® for CA Service Desk Manager 12.9

    Broadcom Employee
    Posted 06-24-2014 09:07 PM

    Thank you Katherine