1 SOLUTION BRIEF CA SERVICE MANAGEMENT - SERVICE CATALOG Can We Manage and Deliver the Services Needed Where, When and How Our Users Need Them?
2 SOLUTION BRIEF CA DATABASE MANAGEMENT FOR DB2 FOR z/os DRAFT With CA Service Management, you can elevate the service experience with a portfolio of business and IT service offerings that are published to meet business and user needs. Healthcare Security Solutions: Protecting Your Organization, Patients, And Information
3 3 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Executive Summary Challenge IT is under greater pressure to reduce operational costs and demonstrate value in the services it delivers. These pressures are often a result of disconnect between what IT provides and the perception of what business users are really requesting. Often the perception is a result of services separated by IT silos that are costly, labor intensive, and prone to errors. Also, it is difficult to determine the usage, cost, and perceived value of the services delivered to business users. Opportunity With CA Service Management service catalog capabilities, you can define and manage a top-downoriented service catalog that provides a complete view of service offerings and exposes them by tenancy and role, where, when, and how they are needed. This organization removes the disconnect between IT services and business users perception of the services. These capabilities thus enable your IT organization to set realistic user expectations, to replace costly and labor-intensive manual fulfillment methods, and to manage service costs and consumption. Benefits CA Service Management service catalog capabilities help reduce the cost of service delivery with consistent repeatable services that are managed as a portfolio of offerings. Service offerings are defined from a top-down, business perspective to meet the needs of the enterprise. You can communicate service offerings in rich, descriptive business language to increase the satisfaction and elevate the service experience of business and IT users. With these capabilities, the entire request lifecycle is managed and automated from start to finish, including the request, approval, and fulfillment, accelerating time-to-value.
4 4 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Section 1: Key Operational Challenges There is a Perception Disconnect Between What Business Users Want Or Need, and What IT Provides It is common to have multiple systems, applications, and processes leveraged to facilitate business requirements for services. The services available may vary, or be difficult to determine. The same may be true for the options and quality expectations of a service, and for the method of requesting the service. The result is often a multitude of calls to a service desk and valuable analyst time spent on reacting to user concerns to address even basic questions, such as the status of a request. In addition, reporting across the various services in the context of the user needs is often disjointed and difficult. The management of the services results in significant overhead cost, and IT struggles to set clear expectations. As a result, the satisfaction of the business users suffers. IT is under greater pressure to reduce operational costs and demonstrate value in the services it delivers What have you done for me lately? has always been a challenge, but increasingly it is asked in the context of business value rather than operational excellence. Providing terabytes of storage may indeed be impressive, but does not answer the question about IT s contribution to a corporate goal such as expanding the market share by 10%. The challenge is to reflect IT operations in the context of business value. We need to expand the common cost center perspective related to break fix types of services to include the value of business services in the context of usage and cost. Having visibility into cost of its service, meeting service levels, and setting expectations have become critical to the enterprise. Meeting the challenge of demonstrating value empowers IT to become a strategic partner to the business. Request fulfillment is costly, labor intensive, and error prone Multiple entry points for request fulfillment (including phone calls and s) are difficult to manage and to make repeatable and consistent. The collection of information, the determination of demand, and a clear understanding of fulfillment processes can be challenging to many IT organizations. This can also impact their ability to satisfy end users and the business community. Basic fulfillment requirements such as request approvals are sometimes routed, not by established business rules, but by the experience of the person assigned to the task. In addition, many service requests require provisioning though the manual activities of multiple functional groups. Often, these are uncoordinated and require sequential steps before completion of the service request. In addition, reporting and notification methods are either reactive or nonexistent. Delays and human errors impact both requestor performance (they may not get what they need, when they need it), and the user s satisfaction with the IT organization.
5 5 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com There is no visibility into service costs, consumption, and performance IT is always looking to reduce costs, but that can be difficult when you do not know where your money is spent. This lack of visibility into the true cost of providing service offerings often results in budget overruns and the inability to secure funding for new business initiatives. The lack of a documented and published catalog of available offerings results in an increased demand for nonstandard and ad hoc service requests. This unplanned work can be costly and difficult to control. This lack of visibility into costs and usage makes fact-based decisions about alternative service providers difficult. For example, could an outsourcer or cloud provider supply an service at a fixed price per month, at a lower cost than your IT department? Do you know what each mailbox costs you? Section 2: Opportunity Opportunities to Transform IT CA Service Management service catalog capabilities provide an enterprise-class solution designed to define and publish business and IT service offerings. They enable your organization to define its service offerings in business terms with graphical and text descriptions along with complete association to all the elements involved in service offering categorization, delivery, and management. Service offerings are defined in a portfolio that can be published as a catalog of available services to the entire enterprise, or to individual business units or tenants via access controls. In addition, you can expose specific service offerings or categories of service offerings where, when, and how needed in any HTML page or portal. And multi-tenancy capabilities support a wide variety of service provider and consumer business models. An internal embedded workflow orchestration engine automates the delivery of services offerings across fulfillment architectures, including physical, virtual, and cloud environments. You can add fixed or usage-based cost models to the service definition to provide financial transparency. To support operational excellence, you can associate services to configuration items in a CMDB and can incorporate service level agreements (SLAs). Create a centralized location of all service offerings Define business and IT service offerings in an easy-to-manage web-based service catalog using valueoriented business language: Create a storefront point-of-contact based on role Optionally use a familiar shopping cart experience for some or all user requests Expose service offerings in any HTML source, such as a portal to provide seamless end user access to services Use multi-tenancy to support multiple provider models and multiple consumer business models Support a wide range of customized catalogs, from enterprise or tenant branding to personalized catalogs
6 6 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Realize rapid time to value facilitated with over 200 predefined best practice service definitions, workflow templates rules, reports, and forms Leverage the ITIL Content Pack, including best practice process documentation and actionable workflow content for request or service catalog management Manage expectations with built-in request SLA tracking and reporting Use the Form Designer to create custom forms, expedite requests, validate data, reduce errors, and enable automated tasks Use the business intelligence enterprise reporting engine to collect, analyze, and present vital information required for effective enterprise IT management Manage the request lifecycle with enhanced automation controls, including policy and workflow based assignment and delegation of tasks Figure A. End-user view of the Service Catalog Define services, create a single point of contact, and enable user self-service and request tracking.
7 7 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Deliver services where, when, and how needed Use the embedded enterprise-class workflow engine, which provides repeatable and extensible automation of service delivery Automate routine, time-consuming, manual, or scripted tasks, including approvals based on business rules and fulfillment activities Integrate with several CA Technologies solutions and third-party tools, with connectors for operating systems, workload managers, systems and network managers, and service desk tools Maximize IT operational efficiencies across departments and tools Enhance the delivery of services and increase user satisfaction through faster time-to-service delivery Improve operations through process auditing and tracking Control costs by reducing manual and redundant efforts for fulfilling service requests Figure B. Publish services where, when, how needed in Microsoft SharePoint, Liferay, or other portals.
8 8 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Provide insight into service costs, consumption, and performance Define service offerings with complete cost transparency Calculate service consumption in financial terms Help make fact-based service sourcing decisions Define direct and indirect costs for one or more services Report service cost by service, customer, or consumption Provide automatic chargeback or showback capability Figure C. Provide insight into service costs, consumption, and performance.
9 9 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Section 3: Key Benefits Delivered Change IT to a Proactive Strategic Business Partner The CA Service Management service catalog capabilities enable you to become a proactive strategic business partner by communicating your value in terms of delivering services, exceeding expectations, improving customer relationships, reducing costs, gaining efficiencies, and making better decisions with financial insight. Define your value, set expectations, and improve delivery By publishing your offerings in the service catalog, you create a single point of entry into available IT and business services. Business users know exactly what services are offered, the price of the services, and the timeframe for delivery. This sets expectations, increases user satisfaction, and enables IT to define its value to the organization. Service request SLAs enable the definition and monitoring of service fulfillment, from the requesting a service to the completion of all request tasks. Your users know the expected timeframe of service delivery before making a request. Built-in request reporting enables your administrators to focus on request activities that are not meeting commitments, to support continuous improvement of processes, and to enable operational excellence. Reduce the cost of fulfillment, reduce manual efforts, and alleviate errors Service catalog capabilities automate your service requests. Process orchestration enables the automation of complex compound, or bundled services such as employee onboarding activities that include touchpoints to multiple functional groups or external vendors. This automation helps reduce your manual labor costs, enables parallel tasks, and accelerates your ability to provision physical, virtual, and cloud-based services. The service catalog also enforces business rules and policies and IT governance best practices, including those that apply to approvals and data entry requirements. For example, to reduce errors, you can pre-populate service request forms. Also, you can automatically validate user input and use it to route requests to the appropriate manager for action. Provide service cost visibility and gain insight to consumption in financial terms Service catalog capabilities enable IT to provide insight into service costs, consumption, and performance. You can easily associate direct and indirect costs to your offerings and provide cost transparency for service usage. In addition, support for multiple pricing and cost methods enables you to understand service usage in financial terms and to understand the true cost of service delivery.
10 10 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG ca.com Section 4: The CA Technologies Advantage CA Service Management provides a comprehensive enterprise-class business solution to define and measure your service offerings. Its service catalog capabilities include everything you need to describe your services in value-oriented language with clearly published SLAs and costs, to automate the approval and fulfillment of requests, and to associate service usage in financial terms. The service catalog helps you to orchestrate changes across IT, maximize your investments, control IT spending, drive operational excellence, increase productivity at lower cost, and align service quality and costs with business objectives. Achieve rapid time-to-value and better business results with CA Services Maximize your investment in CA Technologies solutions by leveraging the expertise of CA Services. Through our proven nine-stage deployment methodology and best practices documented in our Deployment Playbooks, we help you implement solutions in a way that accelerates time-to-value and lowers risk. Optimize your investment, mitigate risk, and improve productivity with CA Education CA Education helps you optimize your business results with CA Technologies software by delivering robust training solutions that develop agile, competent, and proactive professionals who can successfully support your IT requirements. Our certified and experienced team, in collaboration with leading education partners, transfers deep expertise in CA Technologies software products and IT best practices to over 25,000 students per year. The result is you can get more done in less time, have less downtime, and deliver faster service. Protect and enhance your investment with CA Support Protect and enhance your investment in CA Technologies solutions with CA Support. Increase your productivity and minimize risk with robust support maintenance tiers and offerings, highly experienced technicians, and diagnostic tools and programs. With CA Support you get easy access to technical support resources that are always available.
11 11 SOLUTION BRIEF: CA SERVICE MANAGEMENT - SERVICE CATALOG Section 5: Next Steps Are you under greater pressure to reduce operational costs? Does your IT organization suffer from the perception of no business-to-it alignment, experience costly, labor-intensive service fulfillment, or have no visibility into your service costs or consumption? Transform your IT organization to a proactive strategic business partner today with CA Service Catalog. For more information about the CA Service Management service catalog capabilities, visit ca.com/servicecatalog. Connect with CA Technologies at ca.com CA Technologies (NASDAQ: CA) creates software that fuels transformation for companies and enables them to seize the opportunities of the application economy. Software is at the heart of every business, in every industry. From planning to development to management and security, CA is working with companies worldwide to change the way we live, transact and communicate across mobile, private and public cloud, distributed and mainframe environments. Learn more at ca.com. Copyright 2014 CA. All rights reserved. ITIL is a registered trademark of AXELOS Limited. Microsoft SharePoint is either a registered trademark or a trademark of Microsoft Corporation in the United States and/or other countries. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. The information and results illustrated here are based upon experiences with the referenced software product in a variety of environments, which may include production and nonproduction environments. Past performance of the software products in such environments is not necessarily indicative of the future performance of such software products in identical, similar or different environments. This document is for your informational purposes only. CA assumes no responsibility for the accuracy or completeness of the information. To the extent permitted by applicable law, CA provides this document as is without warranty of any kind, including, without limitation, any implied warranties of merchantability, fitness for a particular purpose, or non-infringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised in advance of the possibility of such damages. CS200_94821_1114