Pre-Con Ed: Building Advanced Workflows in CA Service Management
Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management
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Transcript of Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management
Pre-Con Education: Building Advanced ITSM Workflows in CA Service Management
Brian Poissant
IT Service Management
CA Technologies
Engineering – PSA AWS #9228
DO5X102E
@poissanb
#CAWorld
#ITSM
2 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
© 2015 CA. All rights reserved. All trademarks referenced herein belong to their respective companies.
The content provided in this CA World 2015 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.
For Informational Purposes Only
Terms of this Presentation
3 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Abstract
Learn how to build advanced IT service management (ITSM) process workflows with CA Process Automation (CA PAM). Examples will use flows relevant to common service management processes and integrations.
BrianPoissant
CA Technologies
Engineering
4 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Agenda
SESSION FOCUS
COMPONENTS, SETUP AND CONFIGURATION
RESOURCE REVIEW, AND QUESTION PERIOD
MANAGING ENVIRONMENTS WITH PAM
EXAMPLE WORKFLOW – AUTOMATED INSTANCE MANAGEMENT TECHNIQUES
EXAMPLE WORKFLOW – WALK-THRU OF PINK RELEASE AND DEPLOYMENT OPS
1
2
3
4
5
6
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Session Focus
Request to build an on-demand, autonomous “Student Lab” system, for
self-directed student learning
– Student requests e-learning through a Service Catalog, or CA Service Desk Manager (CA SDM)
– System provisions the type of environment requested
– System notifies the student of the connection/credential information for the environment, automatically when available
– Environment is self-monitoring. Automatically shuts down, yet data persists, when CPU <3% for an hour
– Student is notified of shutdown, and provided a link to restart the environment when they are available to continue their study
Scenario
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Session Focus
CA PAM provides an extensive library of capabilities for simplifying and automating processes
Amazon Web Service (AWS) has 50+ Services but strategically sells only 2 things:– Compute
– Storage
When consuming temporary compute resources, there is a significant (upwards of 67%) savings for pro-actively and automatically managing low-CPU Student Lab instances.
Why this scenario?
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Session Focus
Create EC2, VPC, IAM Instance
Create Cloud Formation Deployment
Stop or Terminate EC2 Instance
Terminate VPC
Create, Update, Delete S3 Bucket (Storage)
Create, Update, Delete RDS Instance (MS SQL)
CA PAM Operators Identified
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Session Focus
EC2 – provides differing variations of “compute on demand” resources
AMI – preconfigured hosts/instances of EC2 compute resources
Cloud Formations –a programmatic, automated and dynamic
deployment description of complete AWS environments.
EBS – Elastic Block Store, i.e. persistent storage for EC2.
VPC – Virtual Private Cloud, secured segmentation of networks.
Components of AWS
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Session FocusAWS Student Environment
Client
Internet AWS cloud
Corporate
Data Center MS SQL
Instance
S3
VPC
Internet
Gateway
EC2
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Components, Setup and Configuration
CA Process Automation Manager 4.3– Load AWSOperators package
– Configure setJarDetailsDataset
– Run changeJarDetails process
CA PAM, Email, AWS Console
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Components, Setup and ConfigurationLoading the AWS Operators
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Components, Setup and ConfigurationAWS Operators Loaded
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Components, Setup and ConfigurationFind and Open changeJarDetails Folder
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Components, Setup and ConfigurationOpen the setJarDetailsProcess from AWSOperators>setJarDetailsProcess
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Components, Setup and ConfigurationSet the Jar Name, and Jar Location
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Components, Setup and ConfigurationAWS Components
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Components, Setup and ConfigurationCheck in the changes
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Components, Setup and ConfigurationClick on Designer Tab
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Components, Setup and ConfigurationSelect New Process Icon
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Components, Setup and ConfigurationBe Sure Operators List is Showing
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Components, Setup and ConfigurationBe Sure Operators List is Showing
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Components, Setup and ConfigurationAdd a AWS->Allocate IP Address Operator, and credentials
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Components, Setup and ConfigurationGive the operator an appropriate name
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Components, Setup and ConfigurationConnect the Operators
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Components, Setup and ConfigurationCheck-in the process
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Components, Setup and ConfigurationRun an instance of the process, and select “Yes” when prompted
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Components, Setup and ConfigurationRun an instance of the process, and select “Yes” when prompted to watch the
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Components, Setup and ConfigurationSuccessful Test Result Shown on AWS Console
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Managing Environments With Process Automation
CA PAM Integration can manage– Elastic IP’s
– Elastic Block Store Volumes
– EC2 Instances
How would we use these to automate deployment of student environments?
What has to be done in CA PAM, what should be done in CA PAM, and what should/can be done in AWS.
Using the CA PAM and AWS Operators
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Managing Environments With CA PAMProcess Overview for Advanced Integration between CA PAM and AWS
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMDeploy CA SDM Host
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Managing Environments With CA PAMNew Process – Create_Student_Lab
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Managing Environments With CA PAMDeploy CA SDM Host
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First OperatorDeploy an CA SDM Instance
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM instance Deploy Catalog instance Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMDeploy CA SDM Host
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Managing Environments With CA PAMDeploy CA SDM Host
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Managing Environments With CA PAMDeploy CA SDM Host
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Managing Environments With CA PAMDetails of Launch_SDM_Instance Operator
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Managing Environments With CA PAMDeploy a Catalog instance
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM instance Deploy Catalog instance Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMDetails of Catalog Launch_Catalog_Instance Operator
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Managing Environments With CA PAMDetails of Catalog Launch_Catalog_Instance Operator
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Managing Environments With CA PAMDetails of Catalog Launch_Catalog_Instance Operator
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Managing Environments With CA PAMGet instance details
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAM
Save & run the Create_Student_Lab process thus far to get a list of parameters returned from each operator
Click down into the parameters to find the instance-id returned for both the CA SDM Instance, and the Catalog Instance
Right-click on the parameter to expand and copy its “addressable link”
Double-click to zoom in on the parameter value
How to reference parameter values between operators
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Managing Environments With CA PAMObtaining the return value of a parameter from another operator
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Managing Environments With CA PAMObtain the Expression for Reference
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Managing Environments With CA PAMHierarchical references to Operation Results data
Process.Launch_SDM_Instance.InstanceDetails[0].Instance_Id
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Managing Environments With CA PAMAdd a Get_SDM_Details operator to our process
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Managing Environments With CA PAMPaste the expression into another operators parameter
Process.Launch_SDM_Instance.InstanceDetails[0].Instance_Id
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Managing Environments With CA PAMRepeat the process to make the Get_Catalog_Details operator
Process.Launch_Catalog_Instance.InstanceDetails[0].Instance_Id
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Managing Environments With CA PAMRepeat the process to make the Get_Catalog_Details operator
Process.Launch_SDM_Instance.InstanceDetails[0].Instance_Id
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Managing Environments With CA PAMNotify student of lab environment status
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMEmail the link based on Instance_Id to the Student
Process.Launch_SDM_Instance.InstanceDetails[0].Instance_Id
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Managing Environments With CA PAMDisconnect the Get_[SDM&Catalog]_Details operators
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Managing Environments With CA PAMAdd a Send_Email Operator
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Managing Environments With CA PAMPopulate the Send_Email Operator parameters
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Managing Environments With CA PAM
While having your AWS Console open to the EC2 Details page, launch your CA PAM process
Check-in the CA PAM process, and run it.
How could we re-design the process to execute more efficiently?
Where/how could we add some “fail-safes” to the process?
Try out the new process
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Managing Environments With CA PAMImproved Create_Student_Lab CA PAM process
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Managing Environments With CA PAMUpdate Request with Instance-Id’s
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMImproved Create_Student_Lab CA PAM process
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Managing Environments With CA PAMAdd an operator for updating Catalog Request
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Managing Environments With CA PAMStudent stops use, CPU <10%
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMAWS Cloud Watch
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Managing Environments With CA PAMBuild the Alarm
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Managing Environments With CA PAMAWS Cloud Watch Dashboards
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Managing Environments With CA PAMCreate CloudWatch alarm
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Managing Environments With CA PAMCreate CloudWatch alarm
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Managing Environments With CA PAMCloud Watch issues STOP based on low CPU
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMCreate CloudWatch alarm
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Managing Environments With CA PAMNotification of STOP to process owner
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Managing Environments With CA PAMCloud Watch issues STOP based on low CPU
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMOption #1- Polling through CA PAM
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Managing Environments With CA PAMCloud Watch issues STOP based on low CPU
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMEmail Automation via CA PAM
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Managing Environments With CA PAMCloud Watch issues STOP based on low CPU
Overview of Phases
1. External Catalog / Student Request
2. Process Automation Deployment
3. Student Uses Environment
4. Student Finished with Environment
5. Process Automation Environment Termination
External systems manage approval, and launch of the “Deploy ITSM Student Environment” PAM Process
Deploy SDM Host Deploy Catalog Host Get Instance Details Notify student w/ environment
credentials based on details
Deploy SDM HostStudent stops use, CPU <3%
Cloud Watch Stops Instance
Notify student of environment status change, and link to restart
Get Instance Details Student clicks on link, and hibernating host re-starts
Student closes request, request status changes, sends id’s to PAM Env Termination process.
Collect id’s from Request PAM terminates each id Get Instance Details
Update Request with id’s
Update Request with termination date/time for each id
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Managing Environments With CA PAMMethods for closing the loop
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Q & A
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Recommended Sessions
SESSION # TITLE DATE/TIME
DO5X104E Effective Change/Configuration Management with CA
Service Management
11/17/2015 at 1:00 pm
Breakers E
DO5T30T Make the Most of your ITIL and CA Service Management
Investment with Out-of-the-Box Content
11/18/2015 at 12:15 pm
Theater 5 (Tech Talk)
DO5X163S Appriss Supercharges ITSM Efficiency with Process
Automation to Save Lives
11/18/2015 at 2:00 pm
Breakers L
79 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Must-See Demos
ITSM Designed for Humans
CA Service Management
Theater 5
Let Analysts Help People
CA Service Desk Manager
Theater 5
Make IT Simple with ITSM
CA Service Catalog & Unified Self-service
Theater 5
Dashboards for Better ITSM
Xtraction for CA Service Management
Theater 5
80 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
Follow On Conversations At…
Smart Bar
CA Service Management
Theater 5
Tech Talks
Make the Most of Out-of-the-Box Content
Theater 5 (Tech Talk)
81 © 2015 CA. ALL RIGHTS RESERVED.@CAWORLD #CAWORLD
For More Information
To learn more, please visit:
http://cainc.to/Nv2VOe
CA World ’15