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SupportConnect - CA Service Management Newsletter, Version 06.02

NOTE: E-News technical information is dynamic and links in archived copies of these technical newsletters may eventually become invalid as the products evolve. Please check the support web page for your product to get the latest technical information.

E-News

CA Service Management Newsletter
Version 06.02
October 24, 2006

In This Newsletter

Product News

	>	Service Management > General Availability of New CA CMDB Product > General Availability of r11.1 Localized Release for Unicenter® Service Desk and Unicenter® Service Desk Knowledge Tools in French, German, and Japanese
	>	Enterprise Change Managementt > Welcome CA Harvest and CA Endevor® Users > Synchronization Alert in the CA Endevor® Change Manager Quick Edit Option > CA Endevor® Change Manager Eclipse Plug-In White Paper > CA Endevor® Change Manager Package Shipment > New Option - CA Harvest Remote Transport Option > File Attributes When Browsing With A CA Harvest Change Manager Remote Agent

Product Updates

	>	Service Support Product Technical Documentation
	>	Latest Published Fixes

General Information

	>	CA Service Management Accelerator Solution
	>	New CA SupportBridge™ Business Value Stories
	>	New CA SupportBridge™ White Paper Supplement
	>	XYBASE Improves Efficiency by 50 Percent and Cuts Development by 30 Percent With CA Solutions
	>	Pink Verification of CA Unicenter® Service Desk, CA Harvest Change Manager, and CA Endevor® Change Manager
	>	CA Change Manager Enterprise Workbench r7.1 Data Sheet

Special Events

	>	Upcoming SupportBridge™ Bi-Weekly Webcasts (September - November)
	>	CA Service Management Event Calendar

Product News

Service Management

General Availability of New CA CMDB Product
CA CMDB r11 was announced as Generally Available by ESD download from SupportConnect^SM. The CA CMDB r11 provides you with the ability to significantly mitigate operational risk, improve overall performance, and reduce costs of managing your IT infrastructure. In bringing the CA CMDB to the market, we worked with several Proof Of Concept (POC)/beta clients to review the functionality against customer requirements. This was extremely valuable to us and we would like to extend our appreciation and thanks to our POC/beta testers who helped provide this real-world experience. Please see the Product Announcement.

The CA CMDB POC/beta program is complete and was a great success wherein we found no serious faults of any kind. There were ZERO severity level 1 and ZERO severity level 2 issues reported during this program. CA's quality initiative is paying off!

General Availability of r11.1 Localized Release for Unicenter® Service Desk and Unicenter® Service Desk Knowledge Tools in French, German, and Japanese
Unicenter Service Desk r6 was the first version localized in French four years ago. Those users can finally migrate to the highly touted r11.1 version now that the latest release for French, German, and Japanese is available. In North America, you can obtain your copy of Unicenter Service Desk r11.1 by calling 1-800-841-8743 or contacting your local account representative. If you are outside of North America, please call your local account representative, your local CA office, or you can download a copy on SupportConnect^SM. Please note r11.1/GEN LEVEL 0608 for this release.

See the Product Announcement.

Enterprise Change Management

Welcome CA Harvest and CA Endevor® Users
Thank you for subscribing to CA's Service Management E-News. This is one of CA's forums to share valuable information with you about the CA products that you use. In this electronic newsletter, you will learn more about our Business Service Optimization (BSO) business unit and the products we deliver and support, including our Change Management solutions. We look forward to keeping you up-to-date with pertinent product information including tips and tricks to help you get the most out of your investment!

Synchronization Alert in the CA Endevor® Change Manager Quick Edit Option
Have you ever wanted to use the CA Endevor Change Manager Quick Edit Option to test potential synchronization problems before performing an edit? This Knowledge Base article contains detailed information of a functional enhancement that identifies synchronization situations before they occur.

CA Endevor® Change Manager Eclipse Plug-In White Paper
As the next generation of developer begins to make more and more use of the Eclipse framework, CA has anticipated the need to ensure CA Endevor Change Manager (CA Endevor) is ready for the transition. The new Eclipse Plug-in for CA Endevor demonstrates CA's ongoing commitment to both the Eclipse Foundation and the mainframe platform. Download a copy of this informative white paper today.

CA Endevor® Change Manager Package Shipment
Does your site have the need to transport output from one location to another? This Knowledge Base article explains how CA Endevor Change Manager uses data transmission programs to transmit package outputs or backout members from one site to another.

New Option - CA Harvest Remote Transport Option
CA announced a new option that provides IBM System i support called CA Harvest Remote Transport Option.

In addition to support for the iSeries platform, CA Harvest Remote Transport Option enables customers to transform and leverage data for connectivity on other non-supported platforms including OpenVMS and Tandem. By managing software change and integrating new releases across mainframe and distributed environments, CA Harvest Remote Transport Option optimizes system availability and performance, reduces ownership costs, and enables customers to simplify their IT governance and compliance initiatives.

Read the full announcement.

File Attributes When Browsing With A CA Harvest Change Manager Remote Alert
The display of file attributes when browsing a file system using a CA Harvest r7 or CA Harvest r7.1 remote agent can be confusing. This Knowledge Base article explains the file attribute bits that are displayed in the remote agent browser and how they relate to the file attributes on remote file systems.

Product Updates

Service Support Product Technical Documentation
TEC406672 - Service Metric Analysis
Include service incidents in availability measurements

TEC406674 - Service Metric Analysis
Understanding how the SLM Collector Process Works

TEC406675 - Service Metric Analysis
Explanation of message "Lock file D:/Program Files/CA/Unicenter SLM/var/run/xxx.pid exists".

TEC406679 - Service Metric Analysis
Explanation of IPNET values -2 and -3 and how they get aggregated.

TEC406683 - Service Metric Analysis
How to delete Data Collections

TEC406686 - Service Metric Analysis
How to configure Unicenter® Service Metric Analysis to use a remote SMMDB in a named instance.

TEC394858 - Service Desk
Service Desk and CA Workflow Integration

TEC401685 - Service Desk
How do you view the global user list actor members when defining a role within the CA Workflow without getting error EE_NOTATTACHED

TEC406911 - Service Desk
Errors during a bulk load into the MDB, using pdm_load

TEC406913 - Service Desk
Activity notifications are not sent and cannot be edited to add Object Contacts. All fields which determine which type of record the activity notification is valid for are set to "NO".

TEC406397 - Service Desk
How to remove a customized field from Unicenter® Service Desk and the MDB

TEC407124 - Dashboard
"AHD04665: This knowledge document has been deleted" error when clicking on a Knowledge Document in a Dashboard Report.

TEC407411 - Service Desk
Configuring the Web Client to bypass login

Microsoft patch KB918899; which is part of their security bulletin MS06-42.
For reference, the PIB numbers are:

QI81718 - Unicenter Service Desk 6.0
QI81719 - Unicenter Service Desk 6.0 SP1
QI81720 - Unicenter Service Desk 6.0 SP1
QI81724 - Unicenter Service Desk 11.0
QI81722 - Unicenter Service Desk 11.1
QI81723 - Unicenter Service Desk 11.2

Latest Published Fixes
For details of all the latest published fixes, please visit the support web pages and select the product(s) of your choice: ca.com/supportconnect/.

General Information

CA Service Management Accelerator Solution
CA Service Management Accelerator is CA's comprehensive solution for automating the IT service management processes described by the IT Infrastructure Library (ITIL®). ITIL process automation enables low cost delivery of consistently superior service, allowing IT organizations to devote more resources to innovation while improving user satisfaction. The CA Service Management Accelerator unifies the people, process, and technology elements necessary for the journey towards complete ITIL automation, providing appropriate starting points, implementation blueprints, and software for organizations at different maturity and ITIL levels. For more information, visit ca.com/itil.

New CA SupportBridge™ Business Value Stories
Columbia University Biomedical and Health Information Services

Manulife Financial Customer Spotlight

New CA SupportBridge™ White Paper Supplement
If you've already read our "Beyond Satisfaction: How to Awaken End User Buy-In and Passion by Launching a Pervasive Support Automation Initiative" white paper, you are ready to read the "Transforming to the Pervasive Service Desk" White Paper Supplement to learn how CA SupportBridge support automation solutions can benefit your organization using handy calculators. We also discuss how partnering with CA ensures your successful transformation to the pervasive service desk model.

XYBASE Improves Efficiency by 50 Percent and Cuts Development by 30 Percent
With CA Solutions
With CA Harvest Change Manager, the XYBASE development team delivered a more than 50 percent improvement in accuracy and efficiency because the solution enforced a well-managed versioning control. XYBASE acquired a system that manages the entire development life cycle, while giving the development team flexibility. In addition, versioning control reduces the need for a dedicated resource to handle and keep track of the different development environments. For more information about how CA Harvest Change Manager improves efficiency at XYBASE, read the development team's story.

Pink Verification of CA Unicenter® Service Desk, CA Harvest Change Manager, and
CA Endevor® Change Manager
We are pleased to announce that CA Unicenter Service Desk been certified Service Support Enhanced. This is the highest level of PinkVerify™ certification covering seven ITIL (Information Technology Infrastructure Library) core processes: Incident, Problem, Change, Configuration, Service Level, Release, and Availability Management.

CA Harvest Change Manager and CA Endevor Change Manager, all part of our Enterprise Change Management solution, have been verified as compatible with the ITIL process framework for Change and Release Management. This latest verification serves as continued compliance with ITIL processes for delivering application development services.

By conforming to these processes, CA can assure customers around the world that its Enterprise Change Management solutions can deliver world-class best practices in IT support and service.

For more information, please read the entire press release.

CA Change Manager Enterprise Workbench r7.1 Data Sheet
As a critical component of CA's BSO Enterprise Change Management solution, CA Change Manager Enterprise Workbench streamlines the complex task of coordinating application development between mainframe and distributed development groups. It provides a common set of processes and a single web-based interface to synchronize changes across platforms - usually a labor-intensive and time-consuming manual task. To learn more about new features available in CA CM Enterprise Workbench r7.1, we invite you to read this informative data sheet.

Special Events

Upcoming SupportBridge™ Bi-Weekly Webcasts (September - November)
Join CA for a live web cast on Support Automation and a CA SupportBridge product demonstration. See how CA SupportBridge integrates with CA Unicenter® Service Desk and third party help desk technologies to present a consolidated interface to technicians and end users for both the management and delivery of technical support.

Register to sign up.

CA Service Management Event Calendar
IT Infrastructure Management
Conference & Expo 2006
November 5 - 8, 2006
The Venetian Resort, Las Vegas, NV
More Information

IT Service Management Conference
11th Annual Conference & Exhibition
February 18 - 21, 2007
The Venetian Resort, Las Vegas, NV
More Information

HDI 2007
HDI's Annual Conference & Expo
April 30 - May 3, 2007
Mandalay Bay, Las Vegas, Nevada
More Information

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