SupportConnect - CA Service Management Newsletter, Version 07.03
  

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Computer Associates
E-News
CA Service Management Newsletter
Version 07.03
October 03, 2007

In This Newsletter
Product Updates
> Service Management
> CA SupportBridge r6/SP1 Coming in October
> Migration Page for Unicenter® Service Desk 11.2 Customers
> Unicenter® Service Desk Cumulative Patch Now Available
> End of Support for r6 Service Desk Releases
> New CA CMDB Product Roadmap Document
> Latest Published Fixes
> CA Change Management
> CA Change Management Product Briefs Now Available

General Information
> The Power of IT Helps DHL Deliver Over 1 Billion Promises a Year
> MultiCare Boosts Productivity and Regulatory Compliance by Introducing ITIL Best Practices
> CA Updates IT Service Catalog; Service Accounting
> Get Involved - Join a CA Product Line Community

Special Events
> CA Service Management Event Calendar

Product Updates
Service Management

CA SupportBridge r6/SP1 Coming in October
CA SupportBridge 6.0 SP1 is slated to become generally available in October 2007.

Here are some highlights of Service Pack 1:

  • T-Connect functionality for Microsoft Windows Vista PCs
  • VNC Remote Control client replaced with Unicenter® Remote Control
  • CA Remote Control Desktop Sharing Viewer Window integrated with LA Technician client
  • 3DES encryption replaced with AES
  • Support for IPv6 and mixed IPv4/IPv6 environments

To view CA readiness plans for CA SupportBridge, Service Desk, Knowledge Tools, and other CA Service Management products, see CA's Product Readiness Plans:
supportconnectw.ca.com/public/ca_common_docs/prodreadiness.asp.

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Migration Page for Unicenter® Service Desk 11.2 Customers
Many CA customers running earlier releases of Unicenter Service Desk are now migrating to r11.2 to take advantage of the features available in this latest release. This webpage serves as a place where you can find information about upgrading and even registering your upgrade with CA Services. Once you register your upgrade, you'll receive a migration check list to help you prepare for the upgrade.
supportconnectw.ca.com/premium/uniservplus/migration11/sdmigration.asp

The page features "What's New," "Solutions and Patches" and a "Tech Docs" section, much the same as other SupportConnectSM home pages but specifically created for clarifying and enhancing the migration process.

Support reminds us, it's always recommended to test your install and data migration on a test system before doing same on your production system.

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Unicenter® Service Desk Cumulative Patch Now Available
A cumulative patch for Unicenter Service Desk and Unicenter Service Desk Knowledge Tools r11.2 was released on Tuesday, September 25, 2007, for download. Over 300 published fixes have gone into this patch denoted by Service Desk components: Service Desk Server (USRD), Service Desk Web Server (USRDWS), and Server Desk Web Screen Painter (USRDWSP).

You can download the cumulative patches here:
supportconnectw.ca.com/public/ahd_paradigm/downloads/usvdr112-solpatch.asp.

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End of Support for r6 Service Desk Releases
A reminder for users of Unicenter® ServicePlus Service Desk, Unicenter® ServicePlus Knowledge Tools and Unicenter® ServicePlus Dashboard, all r6 and r6sp1 releases will be no longer supported past March 31, 2008. Notification was mailed to customers in our letter of October 12, 2006, and is posted on SupportConnectSM home pages:
supportconnectw.ca.com/public/uniservplus/infodocs/uniservplus-sdr6sp1-dropsupp.asp.

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New CA CMDB Product Roadmap Document
The CA CMDB Product Roadmap has been published to SupportConnectSM. This document details future product direction for the CA CMDB Product and a discussion of the Unified Service Model. The Unified Service Model is a CA initiative that provides a common view of services. This service view provides insight into technology, assets, people, and processes that support and comprise a service. CA CMDB is at the hub of this model. The Roadmap is located on the CA CMDB product home page on SupportConnect:
supportconnectw.ca.com/premium/cacmdb/infodocs/cacmdb_roadmap.pdf.

Additionally, the Unicenter® Service Desk Roadmap is available at:
supportconnectw.ca.com/premium/ca_common_docs/ca_service_support_roadmap.pdf

Unicenter® Asset Portfolio Management Updated Roadmap: supportconnectw.ca.com/premium/argis/infodocs/uapm_roadmap.pdf.

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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 at SupportConnectSM.

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CA Change Management

CA Change Management Product Briefs Now Available

  • CA Software Change Manager - CA Software Change Manager (previously known as
    CA Change Manager Enterprise Workbench) streamlines the complex task of coordinating application development between mainframe and distributed teams. 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. It provides a process-driven approach to provide an efficient, reliable solution for developing and implementing your complex multi-tier development projects.
  • CA Software Change Manager for Distributed - CA SCM for Distributed (previously known as CA Harvest Change Manager) automates and manages your application development process, and efficiently tracks and reports on software changes in your distributed development environment. This product brief will help you learn about the CA SCM for Distributed easy-to-use interface and efficient, repository-based, multi-tier architecture, providing your organization with a powerful solution for managing development teams across the enterprise, encompassing multiple platforms and processes.
  • CA Software Change Manager for Mainframe - This product brief will show you how
    CA Software Change Manager for Mainframe (formerly known as CA Endevor Change Manager) enables your organization to control all software management tasks associated with the mainframe development environment through its automated transformation functionality, module relationship management, parallel development management and release automation. It eliminates the manual steps that bog down your software development process and ensures greater efficiency with fewer errors.

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General Information
The Power of IT Helps DHL Deliver Over 1 Billion Promises a Year
How do you provide the best possible customer service while managing costs and growing a business that delivers over 4 million packages a day? DHL, the global leader in express shipping and logistics services, looked to CA to help them answer this critical question.

To meet these objectives, DHL relies on CA's Service Management solution. CA solutions have been instrumental in helping DHL unify and simplify its IT management, while keeping its capital and operational expenditures down.

Read the article.

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MultiCare Boosts Productivity and Regulatory Compliance by Introducing ITIL Best Practices
MultiCare Health System implemented an incident and problem management solution to improve business service management across its network of hospitals and clinics. Based on CA's Service Desk and Service Desk Knowledge Tools, the new service management solution currently supports around 4,500 desktops and 1,000 applications, and has become IT's face to the rest of the organization.

As well as deploying a new ITSM solution, the healthcare provider also wanted to embrace ITIL best practice to help further is operational excellence.

To achieve these objectives, MultiCare has deployed a solution from CA that is specifically designed to help organizations effectively implement and automate ITIL best practices within a short timeframe.

Read the article.

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CA Updates IT Service Catalog; Service Accounting
eWeek.com, August 07, 2007

Enterprise management provider CA on August 6, 2007, moved to align its service level management suite more closely with the recently released IT Infrastructure Library Version 3.

CA released new versions of its Unicenter® Service Catalog and Unicenter® Service Accounting programs that incorporate new ITIL Version 3 recommendations on how to more closely align IT services with business requirements.

The new Unicenter® Service Catalog Release 11.2 includes an enhanced Web interface that allows users to order services as if buying products from an ecommerce site, as well as a series of templates that help automate the steps required to fulfill specific service requests.

View the full article.

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Get Involved - Join a CA Product Line Community
A Product Line Community (PLC) is a global virtual CA customer community focused on a set of CA technologies. The PLC provides a forum for bilateral communication enhancing the users' experience while leveraging CA technology. A PLC is an extension of regional user groups & the broader CA customer base. PLCs and regional user groups offer an avenue to receive information from R&D, provide feedback regarding product development and to network with peers.

Product Line Communities are available for a variety of CA technologies. The Service Support Product Line Community covers several products including Unicenter® Service Desk and
CA CMDB. For more information on the PLC and how to sign up go to causergroups.com.

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Special Events

CA Service Management Event Calendar
Featured On Demand Webcasts
Anytime, listen to recordings of these interesting presentations at:
ca.com/us/webcasts/ondemand/.

September 12, 2007
11:00 a.m. ET 		BSO Development Buddy Series
Please join us for timely webcast events featuring exciting news and information regarding some of CA's strategic world-class products and solutions
July 18, 2007
11:00 a.m. - 12:00 Noon		 Introduction to CA SLA Manager (Path for Assure and SMA)
July 25, 2007
11:00 a.m. - 12:00 Noon 		UAPM's Integration With AMI Mobile Device Solution
June 21, 2007
11:00 a.m. ET		 The Future of Service Desk is Now: A Case Study
Join this webcast to hear details on how CA SupportBridge was successfully implemented at a global travel network provider and how the solution is bringing value beyond what the Service Desk can traditionally deliver.
March 23, 2007
12:30 p.m.		 Gartner
Find out how you can leverage CMDBs to root out recurring problems and improve IT value and performance. Join featured Gartner Analyst Ronni Colville and CA's Robert Stroud to hear how the IT industry uses CMDBs to obtain Service Management Optimization

 

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