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Migration - CA SDM 14.x to CA SDM 17.x

15000 people affected
6 people managed
2 month project

Project Description

Migration from CA Service Desk Manager 14.x to CA Service Desk Manager 17.x, updating all products that are part of the CA Service Management package and enhancing ITIL processes, including actions to raise the team's maturity level to use xFlow.

Lessons Learned

The main challenge was in terms of capacity building, where we need to involve teams in the collaborative scenario in order to achieve acceptable levels in using the new xFlow feature. Several trainings and workshops were held in order to generate a new work culture, publicity campaigns were also carried out. The CA Productivity Accelerator product was very important in this activity. Regarding the technical part of the migration, we did not have any impact, because the wizard was able to update without having to make adjustments.


received recognition / award
support from colleagues


steep learning curve
large no. of people impacted

Technologies Used

Technical Skills Used

  • Database Administrator
  • CA Proven Professional
  • ITIL Foundation
  • CAPM

Technical Certifications Used

  • CA Technologies
  • Microsoft Database Administrator
  • ITIL Service Management
  • Fortaleza (BR)-3.71722-38.5431
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