ca_focuses_on_simplified_delivery - CA Focuses on...

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EMA IMPACT BRIEF | Page ± ©2008 Enterprise Management Associates, Inc. All Rights Reserved. CA Focuses on Simplified Delivery and the Service Desk Abstract CA, Inc. (CA), a leading provider of management technologies, is turning its attention to the service desk market space. As noted in recent impact briefs, the service desk market is heating up and CA has recognized the need and opportunity to focus on this anchor in ITSM deployments. The company announced the launch of CA Service Desk Manager Release 12, the CA CMDB Release 12, and some key EITM integrations at CA World, 2008 in Las Vegas, Nevada and plans to launch the solution in December 2008. Simplified deliv - ery is central to this series of announcements. In the vein of simplification, CA has made a number of changes and product enhancements for service desk and CMDB customers. Customers and prospects alike will be pleased to find aggressive new packaging, enhance - ments in usability, analytics, knowledge management and the CMDB system. This brief discusses the details of this announcement in the context of the broader service desk solutions market. Service Desk Activity Rises Enterprise Management Associates (EMA) is seeing soaring activity in the help desk market as it evolves to become a more full-service service desk. The increased interest and resulting investment is directly related to the aging of help desk deployments and increased investment in best practices, and in particular, the IT Infrastructure Library (ITIL). Many, if not most, help desk deployments are reaching their end-of-life having been in place in some cases for nearly twenty years. At the same time, best practices and IT Service Management (ITSM) strategies are expanding. The help desk has evolved into a service desk with many new responsibilities and interfaces to other important IT disciplines. Prospects and existing customers are demanding much more from their service desk solutions to support these requirements. These dynamics create great opportunities for service desk vendors, especially those with comprehensive offerings. In the traditional help desk market, one of the decision points for buyers has been whether or not they wanted to invest in customization and ongoing maintenance of these solutions. It is and has been a double-edged sword. While customization enables companies to tailor the solutions to particular needs and perhaps integrate with obscure management technologies, at the same time it demands an ongoing maintenance requirement. Each new revision of a product drives the need to update the customization.
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