CA Certified on all 14 ITIL v3 Processes

CA today announced that CA Service Desk Manager r12 has achieved PinkVERIFY certification on all 14 available ITIL v3 processes. CA is one of the very few organizations to have achieved such a high level of recognition for building ITIL best practices into its software framework.

Pink Elephant's PinkVERIFY assessment is recognized as the IT service management (ITSM) industry's original program for certifying software that supports the definitions and workflow requirements for ITIL. With the release of ITIL v3, Pink Elephant developed a new PinkVERIFY certification scheme to reflect support of 14 processes within the Service Lifecycle.

"As a global provider of IT outsourcing services, we rely on ITIL for consistent service delivery around the world. CA tools give us an ITIL-based foundation for all of our processes, and a fully integrated service delivery platform that we have deployed on a global basis," said Vicki Neville, global practice manager, ITIL Consulting, TechTeam Global. "We use CA Service Desk Manager r12 both in house as well as for several of our outsource help desk clients, and we are delighted with how it helps us facilitate and automate our Incident, Problem, Change and Configuration Management processes."

The 14 processes certified by Pink Elephant span the IT maturity spectrum from Chaos and Reactive up to true business alignment. CA is the only major vendor to successfully demonstrate how it can facilitate the higher maturity level processes like Service Portfolio, Financial and Capacity Management. The other processes on which CA Service Desk is certified include: Incident, Problem, Knowledge, Change, Service Level, Availability, Event Management, Request Fulfillment, Release & Deployment, Service Asset & Configuration, and Service Catalog.

"From its inception, we built CA Service Desk Manager on a framework of embedded ITIL processes and the ability to tightly integrate with other CA and third-party IT solutions," said Brian Bell, senior vice president and general manager, CA Service Management. "The PinkVERIFY certification of all 14 ITIL processes is proof that CA is driving true IT process improvements and Lean IT efficiency in accordance with ITIL best practices."