Service management platforms have a vital role to play, but in most organizations, they’re not living up to
expectations—delivering far too much complexity and cost, and far too little business value and time
savings. This proves true even in organizations that have migrated to new solutions in recent years. This
paper outlines why legacy service desks and even newer platforms have not delivered on expectations, it
describes the requirements for a service desk solution to be truly effective in today’s business environment
and it details how CA Cloud Service Management delivers on these key requirements.
In the following sections, we outline the key requirements that comprise a true service management
solution that can deliver rapid time-to value, ease of use, and low cost of ownership, and we show how
CA Cloud Service Management delivers on these mandates.