New Features

• Native Analytics: A built-in reporting solution featuring an Interactive Reporting Dashboard​ that allows users to create, run, schedule, and share reports​ within the application​ alongwith robust Reporting APIs​ for ease of integration. 

• Service Intelligence Platform: A new, simplified platform to manage ​the intelligen​ce capabilities in CA Service Management. 

• Intelligent Semantic Search: An advanced, NLP-driven search that understands user intent and context for highly accurate Knowledge Document recommendations across Service Point, xFlow, and CA SDM.

• Kerberos Authentication Support: Seamless transition to Kerberos-based authentication (via Negotiate protocol) to support networks where Microsoft NTLM is restricted or disabled.

Key Enhancements

• xFlow Interface Redesig​n

  • Streamlined ticket management featuring a new drag-and-drop Form Designer for ​designing, modifying, and publishing custom ticket forms.
  • Enhanced ticket creation and modification options, including linking parent/child tickets, adding inline attachments, tracking field-level changes on the timeline, and viewing real-time suggested KB articles while typing ticket summaries.

• Virtual Analyst (ARIA) for Analysts: ARIA is now enabled for analysts (previously business-user only) to boost productivity.

• Simplified Training​ for ARIA: Administrators can now enrich intents, responses, and train ​A​RIA directly from the SI platform.

• Service Point ​I​mprovements:
  • Delegated Ticket Creation: "IT Helpers" can now submit and manage tickets on behalf of other users​.

  • Usability Enhancements: Infinite scrolling for tickets, customize activity type for comments

• S​implified Upgrades​ through "Configuration Retention Engine": Custom settings​/configurations (like LDAP and SSO) are now preserved during upgrades, reducing admin effort and post-upgrade downtime.
• Modern Network Support: Full support for IPv6 and HTTP/2 (for SDM, xFlow, and Service Catalog) for improved speed, efficiency, and scale.
• CASM now supports dates beyond the year 2038.

Deprecations

• Reporting: Jaspersoft, Data Mart, and the Insights Feature have been discontinued and are no longer supported. 

• C​ASMB​OT (​Legacy Virtual Analyst): CASMBOT (RASA) will no longer receive technical support or updates​ and is replaced by the improved Virtual Analyst.