Novell SERVICE DESK - INSTALLATION V6.1 User manual

Novell®
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AUTHORIZED DOCUMENTATION
Novell Service Desk 6.1 Installation Guide
Service Desk
6.1
October 11, 2010
Installation Guide

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Contents 5
Contents
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About This Guide 7
1Overview 9
2 System Requirements 11
2.1 Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
2.2 Database Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
3 Installing the Novell Service Desk 15
3.1 Downloading the Service Desk Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3.2 Installing Service Desk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3.2.1 Operating System Supports a GUI Installer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3.2.2 Operating System Does Not Support Direct Execution of the JAR files . . . . . . . . . . 15
3.2.3 Operating System Does Not Support a GUI Installer . . . . . . . . . . . . . . . . . . . . . . . . 16
3.3 Creating the Schema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

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About This Guide 7
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About This Guide
This Novell Service Desk 6.1 Installation Guide includes information to help you successfully install
Novell Service Desk on a device.
The information in this guide is organized as follows:
Chapter 1, “Overview,” on page 9
Chapter 2, “System Requirements,” on page 11
Chapter 3, “Installing the Novell Service Desk,” on page 15
Audience
This guide is intended for administrators.
Feedback
We want to hear your comments and suggestions about this manual and the other documentation
included with this product. Please use the User Comments feature at the bottom of each page of the
online documentation, or go to the Novell Documentation Feedback site (http://www.novell.com/
documentation/feedback.html) and enter your comments there.
Additional Documentation
Novell Service Desk is supported by other documentation that you can use to learn about and
implement the product. For additional documentation, see the Novell Service Desk documentation
Web site (http://www.novell.com/documentation/servicedesk6)

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Overview
1
9
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1
Overview
Novell Service Desk 6.1 is a complete service management solution that allows you to easily
monitor and solve services issues so that there is minimal disruption to your organization, which
allows users to focus on the core business. Novell Service Desk provides an online support system
to meet the service requirements of all your customers, administrators, supervisors, and technicians.
The key capabilities include:
User-friendly interface that offers an easy-to-use Knowledge Base and Request tracking system
for your customers.
Easy-to-use tools that enable technicians to offer the most effective and efficient support
service.
Comprehensive management and reporting for the service desk, its technicians, and all support
issues.
The Novell Service Desk software solution is completely Web-based and is highly scalable. The
application can be deployed on Windows or Linux and supports a variety of RDBMS.
Novell Service Desk has the following editions available:
Novell Service Desk for Incident Management: Includes Incident, Configuration, and
Service Level Management (Basic) functionality with an emphasis on internal or external
customer support.
Novell Service Desk for ITIL Management: A comprehensive service management solution
that is fully compliant with Information Technology Infrastructure Library (ITIL) standards.
Novell Service Desk for ITIL Management supports eleven core ITIL processes including
Request, Incident, Problem, Change, Configuration, and Service Level Management. This
enterprise-wide solution delivers complete customer service and support for any size of
organization.

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