July 11, 2023

To:        CA Service Management Customers

From:     The Broadcom Service Management Product Team

Subject:  General Availability Announcement for CA Service Management 17.4

On behalf of Broadcom, 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 17.4 is now available. 

New features for CA Service Management 17.4 include: 

• Virtual Analyst Multi-Channel - CA Service Management now supports the integration of "ARIA" (Automated Response with Intelligent Automation) with MS Teams for a simplified and connected user experience.
• SDM - JIRA Integration - CA Service Desk Manager now supports bi-directional integration between Service Desk Manager & Jira enabling organizations to monitor & control the entire lifecycle of service operations and eliminating the information gaps.
• SDM Mail-eater support for MS Graph API - SDM Mail-eater is now enabled to support MS Graph API for inbound emails.

In addition to the above-mentioned enhancements, this update includes quality & security vulnerability improvements for CA Service Desk Manager, CA Service Catalog, CA IT Asset Manager (Asset Portfolio Management), xFlow & Service Point.

Features Deprecated in CA Service Management 17.4:

• Support Automation
• Service Catalog integration with CA Business Service Insight
• We recommend customers add CXF Web Services. Support for Axis-based web services would be dropped from June 30, 2025. For more information on CXF Usage, see the following topics:
• Web Services Management
• Tips for SOAP Web Services Clients
• Contents of the Samples Directory

We encourage you to visit the CA Service Management product information page on the Broadcom Support Online website at https://support.broadcom.com/ for more information. Visit the CA Service Management 17.4 release notes for a summary of enhancements & deprecations in this release and to also review the install instructions prior to upgrading to the latest version. 

You can download your copy of CA Service Management 17.4 from Broadcom Support Online https://support.broadcom.com/. If you have any questions or require assistance please contact Broadcom Customer Care online at https://www.broadcom.com/support/software/contact where you can submit an online request using the Customer Care web form: https://ca-broadcom.wolkenservicedesk.com/web-form?_ga=2.205828371.1432263889.1590607313-713014253.1588711301.  You can also call Broadcom Customer Care at +1-800-225-5224 in North America or see https://www.broadcom.com/support/software/contact for the local number in your country. 

 Should you need any assistance, our Broadcom Services experts can help.  For more information on Broadcom Services and how you can leverage our experience, please visit https://www.broadcom.com/support/ca/services-support/ca-services.

Your success is very important to us, and we look forward to continuing our successful partnership with you.

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

Thank you again for your business.