Page Comparison

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• Service Request
• Incident
• Problem
• Change Request
• Task Ticket
• Configuration Item
• Knowledge Article

Bulk Upload

CA Cloud Serviceaide Intelligent Service Management offers Bulk Upload of few entities mainly to perform synchronization operations with the third-party sources. Bulk upload can be used to insert new data, update existing data or delete outdated data to keep the data in the application current and valid.

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• Configuration Item
• Asset
• Model
• Software

Categorization

CA Cloud Intelligent Service Management offers Management offers categorization levels for enhanced classification. It also provides up to four levels of classification for tickets, configuration items, knowledge articles, and so on, using a Class, Category, Type, and Item categorization.

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• Service Request
• Incident
• Problem
• Change Request
• Task Ticket
• Configuration Item
• Knowledge Article

Change Request

CA Cloud Intelligent Service Management includes an ITIL-based Change Module that allows your Help Desk to evaluate, prioritize, plan, test, document, and implement change requests throughout the organization.

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The following sub entity types are supported as part of Change Request:

Configuration Item 

The Configuration Management Database (CMDB) within CA Cloud Intelligent Service Management is Management is considered the cornerstone of IT Service Support, providing a centralized view of IT data that is essential to delivering consistent, reliable, effective, and efficient service to your business customers.

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The operations for the associated child/sub entities are currently not implemented and can be provided in a future release. The operations to query or update custom fields that are associated with a configuration item are also not supported.

Contact 

CA Cloud Intelligent Service Management manages Management manages and tracks your contacts; end users who are submitting tickets requesting technical support, employees, or agents that troubleshoot and solve end-user problems.

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Repeatedly required predictable information needs can be met with Defined Searches. The CA Cloud Intelligent Service Management Administrator Management Administrator can predefine search criteria. This behavior lets Service Desk Analysts can get the most useful search results. Access rights for the Predefined search can be set for multiple groups, roles, and Individuals.

The defined search entity can be queried, and executed using the Service Desk WS API. Users must have access privileges to perform the predefined search.

Incident

CA Cloud Intelligent Service Management includes an ITIL-based Incident Management module, with pre-packaged workflows, which allows you to identify, register, prioritize, categorize, and track Incidents reported to your Help Desk.

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The sub entities that are associated with the incident ticket should be separately queried, updated, or deleted. The following sub entity types are supported as part of Incident Ticket:

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Knowledge Article 

The CA Cloud Intelligent Service Management Knowledge Management Knowledge Management module improves the quality of decision making made by staff, and management. The module helps to ensure, that reliable and safe information is available to resolve service issues.

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The organization entity can be queried using the Service Desk WS API.

Problem 

CA Cloud Intelligent Service Management includes an ITIL-based Problem Management module to help you identify the underlying cause of service issues. This module lets you implement corrective actions to prevent recurrences and eliminate the impact of these issues on the business.

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The sub entities that are associated with the problem ticket can be separately queried, updated, or deleted. The following sub entity types are supported as part of Problem Ticket:

Service Request 

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Role

The role refers to the actions and activities that are required for or from a person or group. For example, Change Manager, Service Delivery Supervisor.

Individual contacts and support groups within Service Desk can be brought together into a Role. Such grouping of support groups or contacts offers a more effective way of managing permissions.

The detailed information for one or more support group entities can be queried using the Service Desk WS API.  

Service Request 

Intelligent Service Management lets you publish a catalog of common requests for IT and non-IT services. Service Catalogs leverage the routing capabilities, approvals, service-level management, and other features within the application necessary to fulfill a request.

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The sub entities that are associated with the service request should be queried, updated, or deleted separately. The following sub entity types are supported as part of Service Request:

Group 

The concept of a Support Group is to have Service Desk Analysts who handle the same type of assignments that are grouped, organized as more skilled work groups, or support groups providing a higher level of technical support.

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The Web Service API can query the detailed information for one or more support group entities.

Task Ticket 

CA Cloud Intelligent Service Management lets you divide work that is related to service requests, incidents, problems, and change resolution into individual components. The individual components are assigned to different groups or individuals.

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The sub entities that are associated with the task ticket must be queried, updated, or deleted separately. The following sub entity types are supported as part of Task Ticket:

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Ticket 

This entity allows access to the Service Desk functionality for all Types of Tickets as a generic ticket entity. The ticket entity including the associated child/sub entities can be queried, inserted, and updated by the Service Desk WS API. The custom fields that are associated with a ticket are treated as part of the base entity.

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The sub entities that are associated with the ticket should be queried, updated, or deleted separately. The following subentity types are supported as part of Ticket:

Web Services Communication

CA Cloud Intelligent Service Management lets enables you and your team communicate with internal and external customers using  web submittals, email, and phone. Communications Management in Cloud SM provides a consistent and professional mode of messaging from your Service Desk to your end users and customers.

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