Content Pack for ITIL® for CA Service Desk Manager 12.9

[Katherine.Lynn]

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.

[Anon Anon]

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

[Paul Coccimiglio]

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

[Anon Anon]

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

[Katherine.Lynn]

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

[Katherine.Lynn]

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.

[Raghu Rudraraju]

Thank you Katherine