March 31, 2020

Subject:  General Availability Announcement for CA Service Management 17.3

On behalf of CA Technologies, A Broadcom Company, we appreciate your business and the opportunity to provide you with high-quality, innovative software and services.  As part of our ongoing commitment to customer success, we regularly release updated versions of our products. Today, we are pleased to announce that CA Service Management 17.3 is now available.

Some of the new features and enhancements included in CA Service Management 17.3 are:

• Virtual Analyst: Service management now provides a service bot - ARIA. Powered by Machine Learning and Natural Language Understanding, ARIA elevates self-service experience of end users by providing intelligent responses to mundane queries and ticket updates.

• Kubernetes Docker Containers: Docker container based deployment of Service Desk Manager and Service Catalog product components on Kubernetes cluster to simplify the deployment and scalability of the solution, and optimization of underlying hardware resources and administration efforts.

• Service Point Improvements: Business Users can now manage the service request approvals, browse Catalog service offerings, access related knowledge documents, and chat with analysts without a ticket context thereby increasing engagement and productivity.

• xFlow Analyst Interface Improvements: Several usability enhancements for analysts to be more productive while using xFlow.

• Mobile App Enhancements: Service Point Mobile App now provides Microsoft Intune support for Mobile Device Management (MDM) and Mobile Application Management (MAM). CA Service Point Mobile App now supports SSO/SAML based login.

• CA Service Desk Manager 64-bit Architecture Support: CA Service Desk Manager (SDM) can now be installed on a 64-bit hardware architecture to improve the overall performance and platform compatibility.

• Several other usability, performance, and security improvements.

We encourage you to use the following resources to learn more about the release.

• Service Management 17.3 product documentation page: http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/CA-Service-Management-17_3-Release-Notes.html

• CA Service Management Product Brief: https://www.ca.com/content/dam/ca/us/files/solution-brief/ca-service-management-service-desk-manager.pdf

You can download your copy of CA Service Management 17.3 online at https://casupport.broadcom.com where you can also utilize CA’s case management system. To install or upgrade your product, follow the installation procedures at http://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/upgrading.html. If you have any questions or require assistance, contact CA Customer Care online at broadcom.com/support/services-support/ca-support.

To connect, learn and share with other customers, join and participate in our Service Management Community here.

To review CA Support lifecycle policies, please review the CA Support Policy and Terms located at: https://casupport.broadcom.com. 

Thank you again for your business.