hands-on lab: get the most out of ca service management unified self-service

Hands-on Lab: Get the Most Out of CA Service Management Unified Self-serviceAvneesh Bhatnagar – Sr. Principal Product Manager – CA TechnologiesJohn Sorensen – Advisor, Presales – CA Technologies

AMX37E

AGILE MANAGEMENT

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The content provided in this CA World 2016 presentation is intended for informational purposes only and does not form any type of warranty. The information provided by a CA partner and/or CA customer has not been reviewed for accuracy by CA.

Terms of this Presentation


Agenda

CONSUMING SERVICES THROUGH UNIFIED SELF-SERVICE

FEDERATED SEARCH FOR INFORMATION

RAISING ISSUES WITH SERVICE SUPPORT

SERVICE REQUEST APPROVAL FULFILLMENT

ADDING/MODIFYING CONTENT FOR SELF-SERVICE CONSUMPTION

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4

5


Consuming services through Unified Self-service (USS)

Open Chrome and login to USS as jbrown/ca using the Forward Financial url

Go through the screen layout and content– consists of widgets that can be imported into any

HTML portal like Microsoft SharePoint

Demo of the mobile app


Federated search for information

Click in the search window and type in VPN and click Enter

Click the See All option

Let’s go through the content returned on the different headings– Click on the unfold arrow to the right of the answered (green marked)

‘Connecting iPad to vpn’ entry in the Message Board list– Click Back in the browser– Click on the Juniper Networks – Network Connect – VPN Setup in the

CA Service Desk Manager list


Federated search for information (cont.)

– CA Service Catalog – click the offering shown and back in browser– Google – click on one of the hits– Logout of USS


Raising issues with service support

Click the Home icon in Chrome and then login to Unified Self-service as “kroberts/ca” using the Forward SP url

Click My Resources in the left-hand pane

Click on the Report an Issue link under one of the devices

Click on the Report an Issue link under one of the software items listed

Click Home in the left-hand pane and then Report an Issue


Raising issues with service support (cont.)

Watch the difference in ”ease of use” to the end-user between the three and how the two first can be leveraged to classify and pre-load information

Logout of USS


Service Request Approval Fulfillment

Click the Home icon in Chrome and then login to Unified Self-service as “jarnold/ca” using the Forward Financial url

Click Request a Service

Click Request Software

Scroll down and then click on Microsoft Visio 2010 Professional – Local Install

Select itasm in the available list of devices


Service Request Approval Fulfillment (cont.)

Scroll up/down and click Submit

Click Check out and submit

Switch to (or re-open) Firefox and then login to Unified Self-service as “rjones/ca” using the Forward SP url

Click on My Requests in the left-hand pane

Click Pending

Click Request Software


Service Request Approval Fulfillment (cont.)

From the "Pending Approval" drop-down list select Approved and click Save

Logout

Optional– Login to CA Service Catalog as sjobin/ca– Click on My Requests in the left-hand pane– Click Pending– Click Request Software– Click Action Perform Action; select Filled from Inventory Save


Adding/Modifying content for self-service consumption

Switch back to (or re-open and login to USS using jarnold/ca) Chrome

Click on Communication Tablet Devices iPad Tablet Switch to (or re-open) Internet Explorer and then login to

Service Catalog with freno/ca Click “Catalog” tab Expand service tree and select “iPad Tablet” service under

Communication Tablet Devices folder



Click Definition tab in the right-hand pane

Click Change Layout to toggle views

Click the Edit Service Option Group icon

Click Definition tab

Click Create Copy icon

Click OK

(cont.)



Click Edit icon on newly copied service option

Update the name to “iPad – 64GB”

Click Rate

Update “Unit Cost” to “$699”

Click Update

Click Save

(cont.)



Click Return to Service Option Group Click Offerings tab Click Definition tab Click Edit Offering Selection Expand plus (+) sign for “Tablets” Make sure there is a check on include all 3 iPad checkboxes Click Save

(cont.)



Switch back to (or re-open and login to USS using jarnold/ca) Chrome

Click on Communication Tablet Devices iPad Tablet or refresh the browser page

(cont.)


ExperiencesIn this workshop you experienced: Overall value of Unified Self-service Searching for solutions/services Different approaches for raising issues Request for services and approvals Adding/modifying services

Summary


Recommended Sessions

SESSION # TITLE DATE/TIME

AMX19S Case Study: Going from Zero to 100 in ITSM Without a Seat Belt at Michigan State University 11/16/2016 at 12:45 pm

AMX11S Case Study: Integrating Service Management Processes to Improve Systems Stability and Reduce Outages and Downtime 11/16/2016 at 1:45 pm

AMT114S Get With the xFlow – CA Service Management Customers Tell Their Stories About the New xFlow User Experience 11/16/2016 at 3:00 pm


Must See Demos

Service Desk and Support Analyst xFlow Experience

Software and Hardware Asset Management

Request Management and Self-service

Management Insights –Reporting and Dashboards


Questions?


Thank you.

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