Upgrading directly from version 11.2 C3 to ITCM R12 SP1 is not supported.
There are two options:
- Upgrade first to DSM R11.2 SP4 and then upgrade to ITCM R12 SP1.
- Upgrade first to ITCM R12 and then upgrade to ITCM R12 SP1.
Please refer page 27 of "CA ITCM r12 SP1 Release Notes and Known Issues" document on the product DVD for more info.