Service ManagementAcceleratorAccelerate Your ITIL® SuccessThe CA Service Management Accelerator is a solution for automating the servicemanagement processes described by ITIL. ITIL process automation enables low costdelivery of consistently superior service, allowing IT organizations to devote moreresources to innovation while improving user satisfaction. The CA Service ManagementAccelerator unifies the people, process and technology elements necessary for thejourney towards complete ITIL automation, providing appropriate starting points,implementation blueprints, and software for organizations at all maturity levels.

Benefits

• Lowers costs and improves service byautomating ITIL processes across bothService Support and Service Delivery.

• Helps unite the organization behindservice improvement goals andobjectives.

• Builds a service-focused culture,breaking down traditional technologysilos and divisional barriers.

• Quickly charts a course to IT ServiceManagement best practice throughcomprehensive assessment servicesand implementation blueprints.

• Increases efficiencies and reducesoverhead by integrating andautomating ITIL processes.

• Supports the IT-business alignmentprocess by prioritizing changeaccording to business impact

Today’s ChallengeWithin a short span of time, the IT Infra-structure Library (ITIL) has become thede facto standard in IT Service Manage-ment (ITSM) best practice, the lensthrough which IT service delivery is bothviewed and measured. Many organizationsare embracing ITIL in an attempt toimprove service while driving down costs.

Unfortunately, most IT organizationshave a legacy of multiple homegrownprocesses, procedures and tools that aremore technology focused, and do little inthe way of unifying people towards themore holistic goals of ITSM. Furthermore,many organizations set off on a journeyof service improvement without knowingwhere to start, where they are or wherethey want to be; these organizations runthe risk of investing huge amounts of timeand money without achieving tangibleand quantifiable ROI.

The SolutionThe CA Service Management Acceleratorenables IT and the business to unify thepeople, process and technology behindthe goals of ITIL and ITSM best practices.To address organizational change issues,CA’s solution goes beyond standardeducation, by delivering workshops andprograms that encourage team buildingand focus on outcome — not theory. Addmaturity analysis services and imple-mentation blueprints to this, and ourclients are provided with a missing ingre-dient in many ITIL projects — prescribedbest practices that translate ITILdescriptions into an actionable roadmap.Finally, CA’s solution provides the mostcomprehensive set of technologies forITIL process automation, addressing bothimmediate service support and CMDBneeds while also extending to the servicedelivery processes.

Solution Brief

• Integrated Change Managementensures the streamlined co-ordinationof changes across the enterprise. Thesolution proactively prevents the intro-duction of problems, while deliveringthe agility needed to support changingbusiness requirements.

• A consolidated Service Desk that actsas the central hub for all ITIL servicesupport processes, integrating incident,problem, change and releasemanagement.

• Support Automation technologiesthat optimize, deflect and prevent callsthrough automated diagnosis andrepair, automated self service support,and by monitoring and pushing fixes toend users.

• IT Financial Management thataccurately costs IT services and helpsbuild best practice capabilities inbudgeting, IT asset procurement andexpenditure.

Bring ITIL Online withComprehensive ProcessAutomationIT organizations gain long term ITSMefficiencies when ITIL process activitiesbecome repeatable and standardized.Technology solutions serve this purpose,but today many products only deliver apartial solution by supporting a smallsub-set of ITIL processes. For example,what good is Incident Management ifunauthorized changes can’t be controlled,or if root-cause analysis can’t be employedto stop the recurrence of incidents? CA’sService Management Accelerator supportsthe holistic goals of ITIL, unifying andsimplifying activities across multiple ITILprocesses, breaking down the barriersbetween IT silos to continuously improveservice.

Furthermore, CA’s technologies deliverprocess automation across ITIL servicesupport and service delivery; optimizingoperational support, and building afoundation upon which to deliver moretransformational and strategic servicedelivery capabilities, Including areassuch as Service Level Management andIT Financial Management.

CA’s Service Management Acceleratordelivers the following advanced ITILprocess automation capabilities:• A Configuration Management

Database (CMDB) which consolidatesdisparate sources of IT-related data inthe context of business priorities, andprovides accurate visibility into therelationships between businessprocesses, users and IT infrastructure.

• Dashboard and web-based reportingto service the needs of key ITILstakeholders, including ChangeManagers, Change Advisory Boards(CAB’s), Service Desk Managers,Emergency Response Teams andFinancial Managers.

• An actionable Service Catalog thatpresents IT services in terms customersunderstand, incorporating business-based service levels with optional costallocation and reporting.

Service Availability and BusinessContinuity that helps ensure reliableaccess to IT services by optimizing theunderlying IT infrastructure to meetbusiness demands. Service Availabilityincludes a single management console toprovide views of events across the ITlandscape, with automated prioritizedincident recording.

Solution Brief

Figure 1. Service Management Accelerator technology provides dashboard and webreporting facilitates to service the needs of all ITIL stakeholders, including IT Executives,Emergency Response Teams and Change Advisory Boards.

Integrated IT Flows (IIFs). CA’s industryleading best practice blueprints identifytechnology requirements across manyITIL processes. IIFs deliver the means tocontinuously improve the delivery of ITservices in critical areas, including:

• Incident Detection to Resolution

• Application Change Request toDeployment

• Asset Discovery to Optimization

Comprehensive ITSM Maturity AnalysisServices. Assesses how an IT organi-zation’s current practices support the ITILframework, and recommends a tailoredservice management improvementstrategy. This service offering provides agap analysis of current process maturitylevels compared to best practices, andrecommends a specific plan of action forimprovement.

A Best Practice ITIL Library. An editableset of ITIL best practice documentationthat not only describes ITIL processes,but also maps them to CA technologysolutions to speed implementation andshorten time to value. This library alsoenables CA customers to maximize theirinvestments by mapping third partyproducts and toolsets.

Get on the right ITIL trackwith CA’s ActionableGuidelines and BlueprintsMany ITIL books and publications providea comprehensive reference set of ITSMbest practice descriptions and guidelines.Unfortunately, for many organizations,having documentation on repeatablemanagement processes does not equateto improvements in IT service. To fillthis void, the CA Service ManagementAccelerator provides a key missingcomponent — actionable guidelinesand implementation blueprints. Theseservices are uniquely designed to helpyou chart a journey of continuous ITSMimprovement.

Unlike many other service offerings onthe market today, CA’s services focus ison prescribing an ITIL process automationsolution. We do this by quickly helpingyou determine business objectives andgoals, and by identifying IT service areasin most need of attention; charting animplementation roadmap, and identifyingwhere ITIL process automation will be ofmost benefit.

The CA Service Management Acceleratordelivers the following services:

ITIL-at-a-Glance Maps. All ITIL processesand activities are instantly visible makingthis a resource guide for IT executives,strategists and implementers alike. Basedon the concept of an urban transport map,this unique guide provides a commonreference point for ITIL understanding,communication, project planning andimplementation.

Solution Brief

Figure 2. CANEXION Best Practice Library provides unique visual process guides andlibraries of documented best practices linked to mapped technology. CA’s Service ProcessAccelerator helps shorten implementations to deliver ROI faster.

Workshops andSimulations

ITIL Educationand Certifications

User Groups andIndustry Forums

Global Network ofITIL Practitioners

Convert Theory into BestPractice with CA’s “Academyof Service Excellence”Most organizations that embark on theITIL journey begin with ambitious trainingprograms, investing significant time andmoney to train a high percentage of theIT workforce in basic and advanced ITILprinciples. While education is important,of no lesser significance are programsthat help break down traditional tech-nology silos, and unite both business andIT stakeholders behind the principles andgoals of ITIL.

CA delivers the following key services toassist with these goals:

ITIL Foundation and Manager LevelTraining Courses. To ensure that yourworkforce understand the key principlesand goals of ITIL, CA and our educationproviders deliver both basic and advancedtraining courses, designed to help ITService Managers gain a deeper, morepractical understanding of ITIL processesand key implementation issues.

ITIL Simulation Programs and Workshops.The CA Service Management Acceleratordelivers a unique set of ITIL simulationprograms. These role-playing workshops,which are based upon engaging themessuch as the Apollo 13 space mission, helporganizations understand the true valueof ITSM, help encourage team buildingand examine the best way to implementITIL best practice processes.

ITIL Thought Leadership. Clients canimmediately leverage the collectiveexperience of a worldwide network ofCA partners, ITIL specialists, andpractitioners; including access to ITILthought leadership material from keycontributors in the ITSM community.

Solution Brief

Copyright © 2006 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. ITIL® is a registered trademark and a registeredcommunity trademark of the UK Office of Government and Commerce (OGC) and is registered in the U.S. Patent and Trademark Office. MP303630606

Figure 3. CA provides a comprehensive range of ITIL education courses and workshops,supported by a global network of ITIL experts and practitioners.

Accelerate Your ITIL SuccessThe CA Service Management Acceleratorsolution is designed to ensure that thepromise of ITIL and ITSM best practicesis quickly realized within your organi-zation. With solutions that address allITIL requirements — from education andmaturity assessment to process auto-mation, the CA Service ManagementAccelerator ensures that the goal ofproviding consistently superior IT serviceat the lowest cost is always achieved.

For more information,visit ca.com/itil