CA Service Desk

Solution
Agenda

- Introduction
- ITIL for Greener Business Environment
- Our Vision in IT Service Management
- CA & ITIL
- ITIL Green Message
- Solution Description
- Unicenter Service Desk
- Unicenter Service Desk Dashboard
- Product Features
INTRODUCTION
Emirates Computers & CA

 EC is Certified ESP Partner and Authorized Distributor of CA products

since of 2005
 Our Vision in IT Service Management is to unify & simplify the
management of IT.

 We have successfully implemented a lot of projects with CA

Computer Associates “CA”

One of the world's largest IT management software

companies, CA unifies and simplifies the management of
enterprise-wide IT Infrastructure for greater business results.

CA helps customers manage risk, improve service, manage

costs and align their IT investments with their business needs
CA – Industry Leader
 Teamwork with Focus
 15,000 Employees Worldwide
 170 Offices Worldwide
 Customer First
 99% of Fortune 500 Companies
 Telco, Financial, Government Sectors
 Quality and Innovation
 First to Achieve: ISO 9002 Certification
 Project Management Processes (PMI Member)
 300 Patents, 195 product releases in the past two months
 Shareholder Value
 Revenue: $3.5 billion in 2005
 4th Largest Software Company
 R&D investments represent 22% or almost $700M of revenue
Top IT Organizational Needs
• Reduce costs while improving services
• Increase responsiveness to the business
• Drive problem resolutions down to the lowest cost point
• Optimize efficiencies
• Manage resources better
• Improve current processes with industry leading “best practices”

…Expectation of IT to do more with less

The objectives of our IT Service Management Solutions

1. Align IT services to needs of the business

2. Improve the quality of IT service delivery
3. Reduce the long-term cost of services

People

Process Tools
ITIL for Greener Business Environment

1. Resource Optimization
2. Assets Management
3. Reduce the long-term cost of services
4. Visibility to IT Environment
5. Change Management, avoid negative impact of change on your IT Assets
6. TBA…
CA & ITIL
• The Information Technology Infrastructure Library (ITIL) is a
framework of best practice approaches intended to facilitate the delivery of
high quality information technology (IT) services

• Set of books describe industry best practice in IT Service Management

• Learn from others, don’t reinvent the wheel

• ITIL helps you maintain stability and quality in your IT Services, better align
IT with business
ITIL Process Model
Business,
Business, Customers
Customers && Users
Users

Service Service Level



Desk 

Management

Incident


Management 
Availability

Management


Problem

Management 
Capacity

Management

Change Financial


Management 

Management

Release Service


Management 

Continuity

Configuration


Management

Service Service
Support Delivery
CA & ITIL
Business,
Business, Customers
Customers && Users
Users

Service
Service Service
ServiceLevel
Level
Desk
Desk Management
Management

Incident
Incident Availability
Availability
Management
Management Management
Management

Problem
Problem Capacity
Capacity
Management
Management Management
Management

Change
Change Financial
Financial
Management
Management Management
Management

Release
Release Service
Service
Management
Management Continuity
Continuity

Configuration
Configuration
Management
Management

Service Service
Support Delivery
ITIL V3
CA Service Lifecycle Management
CA Service Management Products
• Unicenter Service Catalog
®

Demand
Mgmt
• Unicenter Service Desk
®

• Clarity
™

• Unicenter Service Accounting

®

• Unicenter NeuMICS Resource

®

Accounting
• Unicenter CA-JARS Resource
®
Service
• Unicenter Service Desk
®

Costing Change
Accounting • AllFusion Endevor Change
® ®
Mgmt
Manager
• CA Harvest Change
Infrastructure
Manager

Incident / Service
Problem Level
• Mgmt Mgmt • Unicenter Service Assure
®

Unicenter Service Desk

®

• • Unicenter Service Metric

®

Unicenter Service Desk Dashboard

®

• Unicenter Service Desk Knowledge Tools

® Analysis
• CA SupportBridge Live Automation
™

• CA SupportBridge Self Service Automation

™

• CA SupportBridge Self Healing Automation

™
Our understanding of a Support
Environment
Service Incident & Problem Mgmt.
• Detect & record
Desk Calls • Classify, diagnose & resolve
• Monitor, track & communicate
• Analyze, develop & implement fixes
• Close incident, problems, known
errors & report
Desktop & Server Mgmt.
• Asset discovery and inventory
• Remote control
• Software & patch deployment
• Protect against vulnerabilities
• Automate system migrations

Knowledge
Incident Desktop
Database
Management Management
Centralized Knowledge Base
• Knowledge-driven support
• Consistent, correct answers to
common problems
Problem Support
• Online self-help Management Automation

Management Root Cause

Metrics Change
Management
Management Metrics
• Near real-time performance indicators Change Management
• Defined KPI’s • Plan, prioritize, and categorize
• Drill down view of data • Analyze impact
• View business and operational information • Manage authorizations
• Manage implementation
CA SERVICE DESK SOLUTION
Solution Overview

Unicenter Service Desk will be implemented for centralized logging and

tracking of call.

Unicenter Service Desk Dashboard for online reporting and performance

measures

The following process will be implemented: incident, problem and

change management in line with the requirement mentioned in RFP.

Following is the schematic layout of the solution

Solution Overview

Self Service Interface

-Unicenter Service Desk

`

Web Interface for Analyst/Operator

- Centralized CA- MDB

MDB – Management Database

SD – Service Desk
CA Unicenter Service Desk
It is a product that offers you service request, incident, problem and change management that
maximizes analyst productivity and enhances responsiveness. Automating Service Management
Processes.

Service Desk Manager’s

Decision Support Dashboard
CA Incident & Problem Management
The Challenge

Service Desk
Business Level 0 Support
Employees Level 1 Support Level 2 Support Level 3 Support
(Self Service)
Help Desk Tech Support Development
Corporate

• Supervisor • Manager
Help Desk
Analysts • Technicians • Developers

Multiple disparate help desks

Help Desk > Recently acquired electronics
Development Dept.
subsidiary
Help Desk
> Departmental help desks
Analysts

Help Desk Tech Support

HR Dept.

Help Desk • Supervisor

Analysts • Technicians

Networks
IT Operations & Servers Databases Applications
CA Incident & Problem Management
The Challenge

Service Desk
Business Level 0 Support
Employees Level 1 Support Level 2 Support Level 3 Support
(Self Service)

Incidents Help Desk Tech Support Development

Corporate
reported by
phone only Help Desk
• Supervisor • Manager
Analysts • Technicians • Developers

Help Desk
Development Dept. Employees circumvent the
help desk out of desperation
Help Desk for a resolution
Analysts >Long call wait times
>Low 1st call resolution
Help Desk Tech Support
HR Dept.

Help Desk • Supervisor

Analysts • Technicians

> Limited visibility to

incident request status Networks
IT Operations
> Slow Response from & Servers Databases Applications

help desk
CA Incident & Problem Management
The Challenge

Service Desk
Business Level 0 Support
Employees Level 1 Support Level 2 Support Level 3 Support
(Self-Service)
Help Desk Tech Support Development
Corporate

• Supervisor • Manager
Help Desk
Analysts • Technicians • Developers

Help Desk
Development Dept. No standard processes
> Manual process
Help Desk > No escalation procedures
Analysts
> No coordination between
help desks or across IT
Help Desk Tech Support
Frustrated employees HR Dept.
>Long call wait times Help Desk • Supervisor
>Unable to resolve Incidents
Analysts • Technicians
Most IT failures never
reported to the help desk
Networks
IT Operations & Servers Databases Applications
CA Incident & Problem Management
The Solution – CA Unicenter Service Desk

Service Desk
Business Level 0 Support
Employees (Self-Service) Level 1 Support Level 2 Support Level 3 Support

Service Desk Analysts Tech Support Engineering

Technicians Developers

Manager Supervisor Manager

Change
Manager
CA Change
CMDB Advisory
Board

Networks
IT Operations & Servers Databases
Operations
Manager
Change & Configuration Management Challenge Data spread, many versions of
the truth
Consumers

Configuration Mgr Change Manager Service Level Mgr Service Desk

• Manage CI relationship
information
• Enterprise-wide control
• Drive IT business value
Repository
• Informed change • Ensure satisfactory • Fast incident resolution
decisions service levels • Root cause forensics
• Manage volume • Help drive IT value • Change priority recommendations
• Manage complexities

Resources Resources

Spreadsheets & Whiteboards

Disks and File Folders Databases

Storage Legal Security Customer Security

Cluster Payroll Policies Web site Policies
Producers

CoBIT
Controls
Security Executive Marketing
Policies Planning
Asset
CRM Employee ERP Mail Engineering
Expenses System Servers
 CA Solution – CA CMDB Single Source of Truth
Consumers

Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs

CA CMDB CA CMDB CA Common

Visualizer Manager Asset Viewer

CA CMDB
Repository

Single Source of Truth

Reconciliation

Federation Automated Relationship Mapping

CA MDB 3rd Party 3rd Party

Producers

• Unicenter Asset Management Discovery: Repositories:

• Unicenter Portfolio Asset Management MS SMS & MS Excel &
• Unicenter Network & Sys. Management Other Sources Others
• Unicenter Service Desk

Infrastructure and Applications

Graphical Visualisation
CA Brings It All Together

People Process Technology

• As per ITIL, CA helps unify the people, process and technology in the common pursuit of IT
service excellence.

• By standardizing and automating the full range of IT service management processes, CA

enables ITIL based service support processes to be completely optimized, allowing the lowest
cost delivery of consistently superior service.

• CA brings to the market the most comprehensive and integrated ITIL process automation. To
deliver this value quickly and assuredly, CA provides a rich set of ITIL education and
implementation best practices, both directly and through world renowned ITIL partners.
UNICENTER SERVICE DESK
FEATURES
Totally Web based

– Totally Web based including

Administration
Keeps End Users Up and Productive

• User friendly screens

• Variety of ways to log
an incident
– Web based service desk
– By email
– Fax server
– Telephone
• Centralized Logging
and Tracking of Calls

Service Desk End-User View for self-service

Keeps End Users Up and Productive

• Reduce costs through self-service

– Self-help with knowledge
search capabilities
– Announcements
– Reduce number of calls
– save analysts time and
and let them focus
on the critical incidents
– Automate problem resolution

Service Desk End-User View for self-service

 CA Service desk
• Complete out-of-the-box functionality
– ITIL best practice processes
• Incident Management
• Problem Management
• Change Management
– Fully integrated CMDB
– Fully integrated Knowledge
Management
– Auto-assignment of analysts
– Notifications and escalations
ensure SLA commitments Service Desk Analyst View of Assigned Incident and Problem
Unicenter Service Desk r11
• LDAP/Active Directory integration
– Imports groups/security permissions from LDAP
• Personalized Responses
– Analysts can create scripted responses to use for common activities to reduce
manual typing of repetitive messages
Integrates With Other CA Solutions
Extends the Reach Through
CA Integration Platform

Unicenter
Asset Management

Unicenter CMDB Unicenter

Asset Portfolio Software
Management Delivery
Common
Asset Viewer

Unicenter Unicenter
Service Remote
Desk Control
SLA Management

• SLAs from all attributes (end user, asset, priority, organization, category) are
aggregated on a ticket to provide a single, sequential, list of action to enforce all
SLA policies.
• Aimed for customers who are outsourcers or employ complex SLA processes
• SLA Based on
– Request/Incident Area
– Priority
– Configuration Item/Asset
– Organization
– Contact Record
New SLA Model - Runtime

Ticket

Service Type Service Type Service Type

(attached_sla) (attached_sla) (attached_sla)

SLA event SLA event SLA event

SLA event SLA event SLA event

Service Entitlement Advantages

• Assign different SLAs to asset, priority and category for each customer base
(organization)
• Multiple SLA tracking (e.g. hardware group can fail to fix printer (Asset) in time,
but it won’t violate call center’s own SLA (priority))
• Time to Violation projections
• Supports both Internal SLAs and external SLAs with vendors. Ex support contract
with h/w vendor, time to violation projections and alarms
Unicenter Service Desk r11
Workflow Designer
CA Workflow

• CA Workflow is the new common workflow engine for CA Products

• Integrates with Change Orders out of the box
• Ability to still use Service Desk 6.0 workflow for backward compatibility
• Non-linear workflow with decision based branching and the ability to
perform parallel processing
• Graphical design utility with drag and drop functionality
 Easily customizable form editor for displaying task and approval forms via
the web
CA SERVICE DESK REPORTING
SOLUTIONS
Unicenter Service Desk Dashboard
The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident and
Problem Management processes

Service Desk Manager’s

Decision Support Dashboard
Unicenter Service Desk Dashboard
KPI Views, setting thresholds-alarms, send email. Tailor made reports, drill down to service desk
level

Service Desk Manager’s

Decision Support Dashboard
Targeted Reporting Solutions

Report Requirements Report Solutions

– Field Technician
– Team Lead
– Service Desk Manager
– Service (SLA) Manager
– Problem Manager
– IT Manager / Director
– Customer Reports
– Menu Reports
– Scoreboard & Graphics
– ITIL Reports:
• MS Access (75+)
• Crystal
– Unicenter Dashboard
Targeted Reporting Solutions

Detailed Service Desk MS Access

Report / Crystal

SLA
Manager
Scoreboard

Summary Dashboard
Dashboard

Real-Time Offline
Service Management - Incident Lifecycle

User Self
Incident
Service
Automatically Known
Routed Problem CMDB
Found Indicates
Remote
Cause
Control
Confirms RFC
Created Fix
Released

Benefit - Integration DNA

Restored

RFC
Closed
KP-DB
Problem Updated
Incident End User Closed
Resolved Notified
REFERENCES
Emirates Computers – Selected Service Desk References
THANK YOU