dcsimg

CA Rolls Out Unified Service Management Solution to Channel

By Herman Mehling

November 19, 2008

At its annual CA World 2008 conference in Las Vegas this week, CA Inc. (NASDAQ: CA) unveiled a unified service management product designed to make it easier for channel partners to sell, design, install and support the vendor’s service management solutions.  CA Service Desk Manager r12 combines seven existing products into one and incorporates new functionality.

The unified service management products are service desk, change management, CMDB, application dependency mapping, knowledge management, remote support automation, and reporting. CA Service Desk Manager r12 also includes new functionality, including CA CMDB r12 to better manage risk associated with changes to the IT environment.

In addition, the vendor introduced CA deployment playbooks for IT service management, a compendium of best practices, tip and tricks for selling and installation, success stories, and documentation about business-care scenarios. The playbooks help customers see business value from their IT investment within 60 to 90 days of initiating a project.

“The changes CA has made with its service desk products are very significant for partners,” said Rick Carlson, president, PSR Associates, an Atlanta-based IT consultancy. “CA has made it much easier for partners to sell service management solutions because we will be able to sell one unified product instead of modules.”

Carslon said the beauty of the new CA Service Desk Manager for PSR is that his company will only have to sell the solution once and deal with one invoice as opposed to selling additional modules and dealing with a handful of invoices.

“Our customers really like the new product because it means they only have to do the budgeting once,” he said. “Of course, customers don’t have to implement all the pieces at once. They can do so gradually.”

CA is the first major vendor to unify into one product what other vendors sell as seven separate products, said Kelly Blice, CA

vice president of solutions management for partner and SaaS solutions, and service management.

 “We took this holistic approach to service management based on extensive feedback from our customers and partners,” said Blice. “Our partners told us they needed a better way to sell, implement and maintain service management.”

Blice said service management centers have evolved beyond their tactical roots as trouble-ticket operations to become the front office for IT, yet they are often hindered by the industry’s piecemeal approach to providing service management tools.