Combine the right technology with IT best practices to help deliver services to your customers

In today’s world of fast-moving changes, IT organizations need to be adaptable and leverage modern technologies and processes to be competitive.

However, most IT organizations and vendor solutions have not kept pace and are now at a crossroads; they haven’t changed much in 20+ years. The result is frustrated users on both sides of the service desk; ITSM is under-servicing its customers and becoming almost irrelevant to the business. Research shows that the service desk is the last resort for users, information is siloed or lost and processes are broken. Because of this neglect, the business has taken on enormous risk and is demanding IT organizations rethink and reinvest in more evolved and modern ITSM.

With today’s ITSM solutions, the constructs to deliver services based on modern user and customer expectations—with agility—are just not where they need to be. We need to stop the broken processes and start providing service management that works the way people do—with an approach that embraces teams, not tickets. It needs to be based on automation, machine learning and analytic insights to drive better productivity and informed decision-making across all IT processes, from incident management to release management. It needs to empower and energize your modern workplace.


Sophisticated service management processes do not need to equate to a complex user experience. CA Service Management, with its Service Point self-service and mobility capabilities, delivers a modern experience. This experience uses Natural Language Processing (NLP), enabling business consumers, power users, and decision-makers to easily access knowledge, collaborate, resolve issues, request services, and interact with their IT assets.

This business-centric focus can broaden the adoption of services, improve productivity, reduce costs and elevate the perception of your IT organization by bringing together the right people, relevant knowledge, and available services and assets.

Business Challenges

Changing User Expectations. Increasing service management sophistication often means a more complex user experience. But users expect a simple search-centric self-service experience similar to the consumer apps they use outside the workplace. Further, they expect immediate action and results, expending minimal effort, and using whatever device they have in their hands at that moment.

Overburdened IT. Resolving issues, requesting services, and managing IT assets often involves expensive management and analyst resources for mundane tasks. Few business consumers attempt to take action on their own and there is minimal knowledge that is readily available to them. It is often difficult to know whom to go to for immediate action. The result: IT is blamed for being slow and unresponsive.

Misaligned Collaboration Tools. Most collaboration tools are not designed with IT issue, request, and asset processes in mind. As a result, they often fail to deliver measurable value and distract employees from their core business objectives. Further, they typically require users to access each knowledge source independently, through an interface designed to connect people-to-people, not deliver relevant IT answers.

Solutions Overview

CA Service Management delivers a modern user experience focused on search-centric self-service, mobility, and collaboration. All users can follow communities and topics, and collaborate with peers, analysts, and experts. Service Point self-service features ARIA, a virtual analyst service bot, which allows users to get support through an intelligent chat-based platform that can send knowledge docs, perform ticket status checks, and reset passwords. ARIA can elevate the self-service experience of your users by providing intelligent responses and resolutions while alleviating the demand on analysts, they can chat directly with support analysts, open service desk tickets, or request services. They can also monitor the progress of their requests or issue resolution. And this is all done from a single screen!

The mobile app puts strategic capabilities at the fingertips of everyone in your organization, providing all the same business user features as the Service Point experience. Users can access the collaborative self-service capabilities, including the consumer storefront of available services. They can also leverage native device capabilities like their mobile phone camera and location awareness when opening issues. Service desk analysts can manage their ticket queues, and approvers can manage and take action on their approval queues. Managers, using optional dashboards, can provide real-time analytics exactly when they are needed.