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CA Accelerates Mainstream Adoption Of ITIL®


CA Service Management Accelerator Empowers Customers To Automate ITIL, Improve Service and Reduce Costs

CA CMDB Uniquely Enables Complete ITIL Implementation With Rich Configuration Data, Including Mapping of Relationships To Business Services

ISLANDIA, N.Y., June 28, 2006 – CA (NYSE: CA) today announced a comprehensive portfolio of new technology, services and training programs designed to help customers more effectively implement and automate ITIL (IT Infrastructure Library) best practices. This new solution, the CA Service Management Accelerator, will empower IT organizations to reduce costs, improve service levels, and more closely align IT and business by unifying and simplifying activities across ITIL processes.

Manual ITIL implementations are costly and time-consuming, and they can compromise the uniformity of critical management processes. The CA Service Management Accelerator enables customers to unify people, processes and technology while automating all ITIL processes across both Service Support and Service Delivery—enabling low-cost delivery of superior service.

“With software, services and a partnership with CA, our ITIL initiative helped us successfully work toward meeting the stringent HIPAA and SOX requirements and operate more cost-effectively—which is essential in light of shrinking healthcare reimbursements,” said Fran Findley, project management analyst, Information Services, MultiCare. “With the CA Service Management Accelerator, we will continue to automate our ITIL processes in order to optimize our responsiveness to the business and reduce our operational costs.”

The CA Service Management Accelerator leverages CA’s extensive ITIL technology, support and implementation experience—including the industry’s most complete set of solutions for automating ITIL processes. It is designed to be adaptable to customers’ specific needs—which are driven by the relative complexity of their service environments, the scale of their IT operations, and the degree to which they have automated ITIL processes.

“Because IT is such a strategic enabler of our business, has structured its IT teams to reflect the way ITIL defines IT management best practices,” said Daren Thayne, chief technology officer,, Inc. “CA has provided us with all the solutions and support we need to automate these essential ITIL processes. Our relationship with them continues to yield significant improvements in the way we implement and manage our revenue-critical technology services.”

CA CMDB Protects Critical Business Processes

The CA Service Management Accelerator features a new dedicated configuration management database (CMDB) product that provides a common view of all Configuration Item (CI) information and maps it to the relevant business services. Utilizing Universal Federation Adapters, including out-of-the-box integration with Microsoft SMS, CA CMDB enables organizations to collect, manage and maintain a single view of configuration data from CA, third-party IT management applications and in-house developed applications and solutions.

By providing a common view of relationships and dependencies across the enterprise, CA CMDB simplifies and automates IT change and configuration management and ensures the availability of critical business processes. It delivers fast time-to-value by providing more than 70 relationship types, 140 pre-defined CI classes and 200 reports and queries out-of-the-box. With CA CMDB at the core, enterprise IT organizations can automate and integrate both ITIL Service Delivery and ITIL Service Support.

“Releasing a dedicated CMDB product is a major step forward in CA’s comprehensive approach to facilitating the automation of ITIL processes,” said Pierre Champigneulle, managing director of BearingPoint’s Global Services Management practice. “A critical component of BearingPoint’s IT management solutions, Configuration Management allows customers to obtain greater value from their Services Management implementations by enabling better control over changes, improving service levels, and optimizing allocation of resources.”

Three-Dimensional ITIL At-a-Glance Process Maps Provide Common Reference Point for Project Planning and Implementation

The CA Service Management Accelerator offers unique three-dimensional visual maps for ITIL processes based upon an underground transit system or “subway system” metaphor. ITIL Service Support and Service Delivery processes are presented as “tracks” and “subway stations,” providing IT executives, strategists and implementers alike with a common reference point for viewing and prioritizing ITIL processes for automation. CA is offering free ITIL Pocket Guides featuring these ITIL at-a-glance process maps at

Maturity Analysis Pinpoints High-Return Opportunities for Improvement

The CA Service Management Accelerator also introduces three comprehensive Maturity Analysis Services that assess how an organization’s current practices support the ITIL framework, and recommend a tailored service improvement strategy. By including a gap analysis and examining all 10 ITIL service support and service delivery processes, these services quickly pinpoint immediate, high-return opportunities for improvement.

“The potential benefits of ITIL continue to grow as IT’s role in the business continues to grow,” said Jacob Lamm, senior vice president of CA’s Business Service Optimization business unit. “With the CA Service Management Accelerator, we are empowering customers to fully realize these potential benefits through more complete and automated implementations—enabling them to maximize the bottom-line value returned by every IT dollar.”

Apollo 13 Workshops-Putting Theory into Simulated Practice

The CA Service Management Accelerator incorporates comprehensive ITIL education offerings, which include 14 new ITIL courses focused on implementation templates and techniques, skills training, and team building. It also features the “Apollo 13 Simulation Workshop”—an engaging day-long role-playing adventure that helps teams understand the value of ITIL by putting theory into simulated practice. Team members are assigned to different roles at mission control and are given the objective to work together to save the crew. Participants learn the importance of ITIL process definition and clear communication through participation in a hands-on exercise.

Implementation Services, Standards Support

The CA Service Management Accelerator was developed by CA’s team of ITIL experts, including participants in the development of the ITIL standards and recognized ITIL speakers and authors. More than 1,000 ITIL-qualified staff consultants and an extensive network of ITIL and service management partners are supporting the CA Service Management Accelerator.

CA is working with other industry leaders to develop an open, industry-wide specification for sharing information between CMDBs and other data repositories. The multi-vendor group plans to submit a draft specification to an industry standards organization later this year.

“ITIL has become the global standard of best practices in IT service, but it is not implemented without challenge,” said Jasmine Noel, partner and principal analyst with Ptak, Noel & Associates. “CA understands those challenges—both technical and cultural—and is helping organizations conquer them with product, services and education programs.”


The CA Service Management Accelerator components are available immediately. CA CMDB is scheduled to ship in August.

About CA

CA (NYSE: CA), one of the world’s largest information technology (IT) management software companies, unifies and simplifies the management of enterprise-wide IT. Founded in 1976, CA is headquartered in Islandia, N.Y., and serves customers in more than 140 countries. For more information, please visit


Copyright © 2006 CA. All Rights Reserved. One CA Plaza, Islandia, N.Y. 11749. ITIL® is a registered trademark and a registered community trademark of the UK Office of Government and Commerce (OGC) and is registered in the U.S. Patent and Trademark Office. All other trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.


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