CA is pleased to announce

Unicenter Service Desk
Unicenter Service Desk Knowledge Tools
Unicenter Service Desk Dashboard
Product Announcement

To: Service Desk Customers
From: The CA Service Desk Product Team
Subject: Product Support Announcement for Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard products
Date: January 18, 2007

Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard r11.2 were released on June 13, 2006. In addition to providing additional platform support and accessibility, this release provides a cumulative service update for the product and incorporates all fixes provided in prior r11.x maintenance updates through April 2006. Upgrading from r11.0 or r11.1 to r11.2 is simple and no migration process is needed. CA Support recommends all customers currently using Unicenter Service Desk r11.0 or r11.1 to actively upgrade to the r11.2 version at their first opportunity to take advantage of the fixes contained in this cumulative service update. Any published fixes for the r11 product will be provided only on the latest cumulative service update version except in rare circumstances.

To enable our customers to better understand the support lifecycle for CA products for their planning purposes, CA has posted the CA Corporate Support Policy on the Support Connect site. This policy defines supported releases as (A) the latest major Generally Available (GA) release and (B) one previous major release (GA-1). For the Unicenter Service Desk product line, Unicenter Service Desk r11.2 represents the GA version and Unicenter ServicePlus Service Desk 6.0 Service Pack One (SP1) represents the GA-1 release.

In an effort to assist the migration efforts of our customers who are still operating on versions of Unicenter Service Desk prior to r11, on June 30, 2006 we extended the support period for Unicenter Service Desk 5.5 SP3 to June 30, 2007 and on September 30, 2006 we extended Unicenter Service Desk 6.0 (all gen levels) to March 31, 2008.

It is our strategic goal to provide effective and timely fixes for any critical issues that our customers may encounter. Focusing all published patches on the latest service update is a key element to making this approach work. We ask that our customers be active partners in this process by installing the latest maintenance updates as they come available so that in addition to getting fixes for all discovered items, you are also prepared for any new critical fixes that may be required going forward.

As always, if you encounter a critical issue with any supported version of the product, please contact Technical Support for assistance. In North America, if you have any questions regarding this notice, please contact a Customer Service Assistant at 1-800-637-5858 option 3, who will direct you to someone who can assist you. If you are outside of North America, please call your local account representative or the local CA office. A complete listing of CA offices can be found at http://ca.com/camap.htm. For additional information on please visit the Unicenter Service Desk, Unicenter Service Desk Knowledge Tools and Unicenter Service Desk Dashboard product home pages at http://SupportConnect.ca.com.

We look forward to continuing our successful partnership with you. Your success is very important to us.