CA Technologies has launched an all-new IT Service Management (ITSM) platform, which it claims is the first to fully deliver on the promise of software as a service (SaaS) and do away with the need for complex configuration and lengthy deployment processes.
Available immediately, CA Cloud Service Management presents a shift in the way CA goes to market with offerings in line with the new world of cloud services, according to Duncan Greenwood, CA sales director for UK and Ireland.
"It's not just about launching a brand new service-management capability; it's also about the fact that CA is supporting businesses that are being rewritten by software. That's demonstrated in the way we're launching it, and what we're launching it with," Greenwood told V3.
Cloud Service Management is intended as a "true SaaS product release", he added. It can be quickly deployed and used without the need for complex configuration processes, but still offers all the features and capabilities that customers require.
This means that the offering is delivered from the cloud rather than requiring a server install behind the firewall, plus a subscription pricing model rather than traditional software licensing.
"With our track record in service management, what we're really trying to achieve here is that you can get this deployed in days rather than weeks and months, and it's straight out there to your users, unlike some of the SaaS-like products that are available on the market," Greenwood said.
Nevertheless, Cloud Service Management still has full orchestration and end-to-end request fulfilment for end users, plus full discovery and asset management capabilities covering hardware, software, and cloud services at the back end, and integration into CA's Nimsoft and Clarity products.
The browser-based user interface is also optimised for viewing on mobile devices, according to CA, allowing for end users to request services and support from a smartphone, although administrators are more likely to need the larger screen estate of a tablet or full-size computer, Greenwood said.
CA is also looking at expanding beyond its traditional customer base of large organisations, according to Greenwood. "Like any on-demand service, you can be a 10-man shop right through to a company with 100,000 people using this product," he said.
CA Cloud Service Management is live already, but the firm has not yet fixed pricing. It will be a simplified, inclusive pricing structure providing customers access to all new capabilities without incremental charges, CA said.
Service Desk, Discovery, Asset Management and enough workflow automation for customers to get up and running are included in the base per-user, per-month pricing, while additional workflow automation capacity can be purchased as needed.
The firm is currently offering free trials of the software, which is another first for CA, according to Greenwood. "We're very much realising that customers want to try before they buy," he said.
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