1. 1 What’s Driving You Towards BSM Adoption? Aligning IT with business priorities Improving service to end users Controlling IT costs IT process improvement Developing a proactive IT organization Managing IT complexity Making IT accountable and transparent Building an IT team focused on service Automation Virtualization Source: CIO Custom Solutions Group, Nov. 2007

2. CA Service Management Solutions

3. Q1 FY09 Q2 FY09 Simplifying the Service Management Product Portfolio Service Desk Knowledge Tools Dashboard Support Automation CMDB with Cohesion CA Service Desk Manager Incident, Problem, Change Management IPM Playbook Service Catalog Service Accounting Service Assure Service Metric Analysis Service Level & Catalog Mgmt CMDB Change Manager Software Change Manager Change, Config & Release Mgmt ITAM Playbook Asset Portfolio Management Software Compliance Manager Asset Intelligence Asset Mgmt Collector Service Catalog CA IT Asset Manager IT Asset Management ITCM Playbook Asset Management Desktop DNA Patch Management Remote Control Software Delivery Asset Intelligence CA IT Client Manager IT Client Management

4. >Integrated Incident, Problem and Change Management >Online self service and support automation >Knowledge capture and reuse >Audit trail for compliance needs >Customer satisfaction surveys >Management reports and dashboard >Change impact analysis >Root cause analysis >Manage and visualize relationships between services and CIs >Application dependency mapping CA Service Desk Manager Overview Service Desk Knowledge Tools Dashboard Support Automation CMDB w/ app dependency mapping CA Service Desk Manager Incident, Problem, Change Management IPM Playbook

5. >Process centric software change management >Form and procedure automation >Defect tracking >Operational change management through Service Desk Manager >Change impact analysis >RFC to release lifecycle integration CA Change, Configuration and Release Mgmt CMDB Service Desk Manager Software Change Manager Change, Config & Release Mgmt

6. >Full lifecycle IT asset management >Vendor and contract management >Financial management >Software license compliance >Asset catalog for requisition >Non-intrusive inventory capability >Seamless integration with Microsoft SMS >Advanced analytics for decision making CA IT Asset Portfolio Manager ITAM Playbook Asset Portfolio Management *Software Compliance Manager Asset Intelligence Asset Mgmt Collector *Service Catalog CA IT Asset Manager IT Asset Management

7. >Standardize and simplify request management >Actionable catalog items >Tracks entitlements through subscriptions >Establishes and manages formal service contracts >Align operational metrics to SLA’s >Allows alignment and management of cost, quality and value >Better manages IT spend at the business unit level >Improves cost recovery capability CA Service Level and Catalog Mgmt Service Catalog Service Accounting Service Assure Service Metric Analysis Service Level & Catalog Mgmt

8. CA Service Desk Manager Overview

9. Service Desk Manager >Incident/Problem/Change  Integrations: Shared data model, Common asset viewer  Web based administration  Web Screen Painter  CA Workflow  Service contracts >Knowledge Tools  Integrated architecture, UI and administration  Knowledge Report Card  Action content >Reporting  Knowledge and self-service focused metrics  Additional filters >Integration  Integration with Support Automation  Integration with SCM  Others

10. 10November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Goals of the Role-Based Interface >Improve navigation and usability >Increase flexibility  Utilize out-of-the- box Roles  Create your own Roles >Provide out-of-the-box Roles that align to best practices >Reduce the need for customization

11. 11November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Change Order Schedule >View upcoming scheduled change orders in a calendar-like interface >Export to desktop calendar (iCal format) >Integrates with Role-Based Interface >Schedule Formats  Month, Week, Day  N-Day  List

12. 12November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Reporting - CA Business Intelligence >Full version of Business Objects XI Premium with Web Intelligence  Delivered out-of-the-box at no additional cost  A separate optional component install >Included Business Objects Advanced Features  Schedule reports  Export to Excel, PDF, CSV  Modify graph types  Add filters, sorting and calculations

13. 13November 16-20, 2008 Copyright © 2008 CA. All rights reserved. Enhanced Search Capabilities >Knowledge Management now uses a 3 rd party search engine to extend search capabilities >Search a variety of content types  Knowledge Documents  Attachments to Knowledge Documents  Files uploaded to the knowledge base  Requests, Incidents and Problems  External Repositories >“Did You Mean” functionality >Recommended Results

14. 14November 16-20, 2008 Copyright © 2008 CA. All rights reserved. CMDB Visualizer

15. 15November 16-20, 2008 Copyright © 2008 CA. All rights reserved. CMDB Versioning

16. IT Asset Management IT Asset Management (ITAM) is the management and reconciliation of the physical, financial and contractual lifecycle of IT assets to enable the delivery of cost-efficient, timely business knowledge to better manage and control the business and operational aspects of IT.

17. Fundamental IT Asset Management >Tracking and reporting on assets  Discovery and inventory/stock  Usage >Proving ownership  Contract, license and financial management >Savings  Harvest and re-use  Invoice reconciliation  Lease management  Software compliance

18. Convergence: ITAM and Service Desk Management >Empower technicians to make more informed decisions with instant access to:  Contractual and licensing information  Audit/change history  Maintenance and warranty information >Gain insight into the total cost of your IT assets by viewing all costs associated with your asset base >Leverage incident (performance) data to better negotiate with your vendors and suppliers

19. What Do Customers Want… Service Desk Calls Knowledge Database Centralized Knowledge Base Knowledge-driven support Consistent, correct answers to common problems Online self-help Desktop Management Support Automation Change Management Metrics Incident Management Problem Management Root Cause Desktop & Server Mgmt. Asset discovery and inventory Remote control Software & patch deployment Protect against vulnerabilities Automate system migrations Incident & Problem Mgmt. Detect & record Classify, diagnose & resolve Monitor, track & communicate Analyze, develop & implement fixes Close incident, problems, known errors & report Change Management Plan, prioritize, and categorize Analyze impact Manage authorizations Manage implementation Management Metrics Near real-time performance indicators Defined KPI’s Drill down view of data View business and operational information

20. 20August 20, 2015 EITM Overview Copyright © 2007 CA Service Availability Management Network & Voice Management Dynamic & Virtual Systems Management Database Management Application Performance Management Recovery Management Workload Automation Change & Configuration Management Service Level Management Incident & Problem Management Application & Performance Management IT Asset & Financial Management Project & Portfolio Management Information Governance Identity & Access Management Security Information Management Threat Management UNIFIED SERVICE MODEL GovernManageSecure Our Vision: A Modular Approach to Integrated IT Management