1. CA Service Desk
Solution

2. 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

3. INTRODUCTION

4. 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

5. 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

6. 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

7. 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

8. 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
Tools
Process

9. 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…

10. 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

11. ITIL Process Model










Business, Customers & Users

Service
Support
Service
Delivery
Incident
Management
Problem
Management
Change
Management
Release
Management
Configuration
Management
Service
Desk
Availability
Management
Capacity
Management
Financial
Management
Service
Continuity
Service Level
Management

12. CA & ITIL
Service
Support
Service
Delivery
Incident
Management
Problem
Management
Change
Management
Release
Management
Configuration
Management
Service
Desk
Availability
Management
Capacity
Management
Financial
Management
Service
Continuity
Business, Customers & Users
Service Level
Management

13. ITIL V3

14. CA Service Lifecycle Management
CA Service Management Products
• Unicenter®
Service Catalog
• Unicenter®
Service Desk
• Clarity™
• Unicenter®
Service Assure
• Unicenter®
Service Metric
Analysis
• Unicenter®
Service Accounting
• Unicenter NeuMICS®
Resource
Accounting
• Unicenter CA-JARS®
Resource
Accounting
• Unicenter®
Service Desk
• AllFusion®
Endevor®
Change
Manager
• CA Harvest Change
Manager
• Unicenter®
Service Desk
• Unicenter®
Service Desk Dashboard
• Unicenter®
Service Desk Knowledge Tools
• CA SupportBridge™
Live Automation
• CA SupportBridge™
Self Service Automation
• CA SupportBridge™
Self Healing Automation
Infrastructure
Service
Level
Mgmt
Service
Costing
Demand
Mgmt
Change
Mgmt
Incident /
Problem
Mgmt

15. Our understanding of a Support
Environment
Service
Desk Calls
Knowledge
Database
Centralized Knowledge Base
• Knowledge-driven support
• Consistent, correct answers to
common problems
• Online self-help
Desktop
Management
Support
Automation
Change
Management
Management
Metrics
Incident
Management
Problem
Management
Root Cause
Desktop & Server Mgmt.
• Asset discovery and inventory
• Remote control
• Software & patch deployment
• Protect against vulnerabilities
• Automate system migrations
Incident & Problem Mgmt.
• Detect & record
• Classify, diagnose & resolve
• Monitor, track & communicate
• Analyze, develop & implement fixes
• Close incident, problems, known errors
& report
Change Management
• Plan, prioritize, and categorize
• Analyze impact
• Manage authorizations
• Manage implementation
Management Metrics
• Near real-time performance indicators
• Defined KPI’s
• Drill down view of data
• View business and operational information

16. CA SERVICE DESK SOLUTION

17. 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

18. Solution Overview

19. CA Unicenter Service Desk
Service Desk Manager’s
Decision Support Dashboard
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.

20. CA Incident & Problem Management
The Challenge
Business
Employees
IT Operations
Networks
& Servers Databases Applications
Level 0 Support
(Self Service)
Level 1 Support Level 2 Support Level 3 Support
Help Desk
Corporate
Help Desk
Development Dept.
Help Desk
HR Dept.
Help Desk
Analysts
Help Desk
Analysts
Help Desk
Analysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
Multiple disparate help desks
> Recently acquired electronics
subsidiary
> Departmental help desks

21. CA Incident & Problem Management
The Challenge
Business
Employees
IT Operations
Networks
& Servers Databases Applications
Level 0 Support
(Self Service)
Level 1 Support Level 2 Support Level 3 Support
Help Desk
Corporate
Help Desk
Development Dept.
Help Desk
HR Dept.
Help Desk
Analysts
Help Desk
Analysts
Help Desk
Analysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
Incidents
reported by
phone only
Employees circumvent the
help desk out of desperation
for a resolution
>Long call wait times
>Low 1st call resolution
>Limited visibility to
incident request status
>Slow Response from
help desk

22. CA Incident & Problem Management
The Challenge
Business
Employees
IT Operations
Networks
& Servers Databases Applications
Level 0 Support
(Self-Service)
Level 1 Support Level 2 Support Level 3 Support
Help Desk
Corporate
Help Desk
Development Dept.
Help Desk
HR Dept.
Help Desk
Analysts
Help Desk
Analysts
Help Desk
Analysts
Service Desk
Tech Support
• Supervisor
• Technicians
Development
Tech Support
• Supervisor
• Technicians
• Manager
• Developers
No standard processes
> Manual process
> No escalation procedures
> No coordination between
help desks or across IT
Most IT failures never
reported to the help desk
Frustrated employees
>Long call wait times
>Unable to resolve Incidents

23. CA Incident & Problem Management
The Solution – CA Unicenter Service Desk
Business
Employees
IT Operations
Networks
& Servers Databases
Service Desk
Level 1 Support Level 2 Support Level 3 Support
Operations
Manager
Tech Support Engineering
Analysts
Manager Supervisor
Technicians
Manager
Developers
CA
CMDB
Change
Advisory
Board
Change
Manager
Service Desk
Level 0 Support
(Self-Service)

24. Change & Configuration Management Challenge Data spread, many
versions of the truth
Consumers
Producers
Repository
Customer
Web site
Resources
Whiteboards
Spreadsheets &
Databases
Disks and File Folders
Configuration Mgr
•Manage CI relationship
information
•Enterprise-wide control
•Drive IT business value
Change Manager
•Informed change
decisions
•Manage volume
•Manage complexities
Service Level Mgr
•Ensure satisfactory
service levels
•Help drive IT value
Service Desk
•Fast incident resolution
•Root cause forensics
•Change priority recommendations
Resources
Storage
Cluster
Security
Policies
CRM
CoBIT
Controls
Payroll
Employee
Expenses
Security
Policies
Legal
ERP
System
Security
Policies
Marketing
Engineering
Executive
Planning
Mail
Servers
Asset

25. CA Solution – CA CMDB Single Source of Truth
Consumers
Service Desk Analyst Configuration Mgr Change Mgr Compliance Mgr Other IT Mgrs
CA Common
Asset Viewer
CA CMDB
Visualizer
CA CMDB
Manager
CA CMDB
Single Source of Truth
Reconciliation
Federation Automated Relationship Mapping
• Unicenter Asset Management
• Unicenter Portfolio Asset Management
• Unicenter Network & Sys. Management
• Unicenter Service Desk
CA MDB 3rd Party
Discovery:
MS SMS &
Other Sources
3rd Party
Repositories:
MS Excel &
Others
Infrastructure and Applications
Repository
Producers

26. Graphical Visualisation

27. CA Brings It All Together
• 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.
Process Technology
People

28. UNICENTER SERVICE DESK
FEATURES

29. Totally Web based
– Totally Web based including
Administration

30. 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

31. 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

32. 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

33. 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

34. Integrates With Other CA Solutions

35. Extends the Reach Through
CA Integration Platform
Common
Asset Viewer
CMDB
Unicenter
Service
Desk
Unicenter
Asset Portfolio
Management
Unicenter
Asset Management
Unicenter
Software
Delivery
Unicenter
Remote
Control

36. 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

37. New SLA Model - Runtime
Ticket
Service Type
(attached_sla)
SLA event SLA event SLA event
Service Type
(attached_sla)
Service Type
(attached_sla)
SLA event
SLA event SLA event

38. 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

39. Unicenter Service Desk r11
Workflow Designer

40. 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

41. CA SERVICE DESK REPORTING
SOLUTIONS

42. Unicenter Service Desk Dashboard
Service Desk Manager’s
Decision Support Dashboard
The Unicenter Service Desk Dashboard provides managers a real-time view of the Incident
and Problem Management processes

43. 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

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

45. Targeted Reporting Solutions
Real-Time Offline
Summary
Detailed
SLA
Manager
Service Desk
Report
Scoreboard
Dashboard
MS Access
/ Crystal
Dashboard

46. Service Management - Incident Lifecycle
User Self
Service
Incident
Automatically
Routed
Known
Problem
Found
CMDB
Indicates
Cause
Remote
Control
Confirms RFC
Created Fix
Released
DNA
Restored
RFC
Closed
KP-DB
Updated
Problem
Closed
End User
Notified
Incident
Resolved
Benefit - Integration

47. REFERENCES

48. Emirates Computers – Selected Service Desk
References

49. THANK YOU