Introduction › Service Management Processes and Best Practices

Service Management Processes and Best Practices

Implementing standardized processes and best practices directly impacts the effectiveness, productivity, and cost of the Service Support environment. CA provides a library of recommended processes and best practices for Service Management that aligns with industry standards and recognized best-practice frameworks including ITIL, CobIT, BS15000, and more. The processes described for CA SDM include the following:

• Incident Management
• Problem Management
• Change Management
• Request Management
• Configuration Management
• Release Management
• Knowledge Management
• Support Automation

Note: Information about the Best Practices library is available online. You can learn about the Service Management Best Practices of CA, including white papers and other collateral at http://www.ca.com/sm/bp. The strategic process expert partners of CA can help personalize the best-practice library for your organization.