Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE... User manual

Symantec™ServiceDesk
Implementation Guide
Version 7.0 MR2

Symantec™ServiceDesk Implementation Guide
The software described in this book is furnished under a license agreement and may be used
only in accordance with the terms of the agreement.
Documentation version 7.0 MR2
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amount of service for any size organization
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up-to-the-minute information
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days a week basis
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at the following URL:
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and the then-current enterprise technical support policy.
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■Product release level

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■Version and patch level
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■Router, gateway, and IP address information
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[email protected]North America and Latin America

Technical Support ............................................................................................... 3
Section 1 Introducing ServiceDesk ......................................... 13
Chapter 1 Introducing ServiceDesk .................................................... 15
About ServiceDesk ....................................................................... 15
Components of ServiceDesk ........................................................... 17
Where to get more information ....................................................... 19
Chapter 2 Understanding ServiceDesk concepts ............................ 23
About workflows, processes, tickets, and tasks .................................. 23
About ITIL .................................................................................. 24
About the core processes in ServiceDesk .......................................... 25
About configuration items ............................................................. 27
About the Configuration Management Database (CMDB) ..................... 27
About Workflow Designer .............................................................. 28
About Workflow Server ................................................................. 29
About ServiceDesk licenses ............................................................ 29
Chapter 3 Introducing ServiceDesk solution software ................... 31
About ServiceDesk solution software ............................................... 31
About the ServiceDesk Solution Console page .................................... 32
Accessing the ServiceDesk Solution Console page .............................. 32
Section 2 Installing ServiceDesk .............................................. 33
Chapter 4 Planning to install ServiceDesk ........................................ 35
About the ServiceDesk installation .................................................. 36
Installing a Symantec Management Platform product and ServiceDesk
for the first time .................................................................... 37
Installing ServiceDesk 7.0 on an existing installation of the Symantec
Management Platform ............................................................ 39
Contents

Upgrading to the Symantec Management Platform and ServiceDesk
7.0 from Altiris 6.x ................................................................. 41
Upgrading the ServiceDesk application software ............................... 44
Server requirements for the ServiceDesk installation ......................... 45
ServiceDesk requirements for the Notification Server
computer ........................................................................ 46
System requirements for the ServiceDesk server computer ............ 47
System requirements for the SQL Server computer ...................... 48
Server configuration options for the ServiceDesk installation .............. 49
Requirements for the ServiceDesk client computers ........................... 51
Adding the ServiceDesk server computer to the Administrators
group ................................................................................... 51
About installing Symantec Management Platform products ................. 52
About populating the CMDB for ServiceDesk ..................................... 53
Information to collect for the ServiceDesk installation ........................ 54
Chapter 5 Installing ServiceDesk ........................................................ 57
About installing the ServiceDesk solution software on the Notification
Server computer .................................................................... 58
Installing the ServiceDesk application software ................................. 59
Downloading the ServiceDesk installation file ................................... 60
Installing the ServiceDesk application software on the ServiceDesk
server computer .................................................................... 61
Installing Workflow Designer on a client computer ............................ 64
Installing an upgrade to the ServiceDesk application software .............. 67
Maintenance page ........................................................................ 68
Server Roles page ......................................................................... 70
Install Location page .................................................................... 72
Server Configuration page ............................................................. 73
Workflow Designer Tasks page ....................................................... 73
Notification Server Credentials page ................................................ 74
Database Connection page ............................................................. 75
Database Configuration page .......................................................... 76
Database Replication page ............................................................. 77
System Accounts Access page ......................................................... 78
Process Manager Configuration page ............................................... 78
Process Manager Authentication page ............................................. 79
Active Directory Server dialog box .................................................. 80
Active Directory Container dialog box .............................................. 82
Workflow Persistence page ............................................................ 83
Symbus ORM page ....................................................................... 83
System Check page ....................................................................... 85
Contents8

Chapter 6 Configuring the initial ServiceDesk settings ................. 87
Configuring the ServiceDesk application software during
installation ........................................................................... 88
Welcome page ............................................................................. 91
Installation Components page ........................................................ 92
ServiceDesk Settings page ............................................................. 94
Mail Settings page ........................................................................ 95
ITIL Process Configuration page ..................................................... 97
Incident Management Configuration page ........................................ 98
ServiceDesk Groups page ............................................................... 99
Sample Data Configuration page ................................................... 100
Installation Preview page ............................................................. 101
Installation Summary page .......................................................... 101
Re-running the ServiceDesk installation ......................................... 102
Setting up the replication database after the initial installation .......... 105
Uninstalling ServiceDesk from the ServiceDesk server
computer ............................................................................ 106
Chapter 7 Installing the Screen Capture Utility ............................. 109
About installing the Screen Capture utility ...................................... 109
Installing the Screen Capture utility with Package Delivery ................ 111
Downloading the Screen Capture Utility installation file .................... 112
Chapter 8 Migrating data from Altiris® Helpdesk
Solution™....................................................................... 113
About migrating data from Helpdesk Solution ................................. 113
Methods for migrating data from Helpdesk Solution ......................... 114
Migrating incidents from Helpdesk Solution .................................... 115
How Helpdesk Solution incident data corresponds to ServiceDesk
incidents ............................................................................. 117
About working Helpdesk Solution incidents in ServiceDesk ................ 118
Migrating categories from Helpdesk Solution .................................. 118
Section 3 Configuring ServiceDesk ....................................... 121
Chapter 9 Configuring the ServiceDesk application ..................... 123
About configuring the ServiceDesk application software ................... 124
Before you configure the ServiceDesk application software ................ 124
Configuring the ServiceDesk application software ............................ 125
About incident categories and the data hierarchy ............................. 130
9Contents

About the incident priority ........................................................... 131
Default priority, urgency, and impact values ................................... 132
How the incident priority is calculated ........................................... 133
About the Service Level Agreement and Operating Level
Agreement .......................................................................... 134
About the Service Level Agreement (SLA) time frames ...................... 135
Default SLA time frames .............................................................. 136
About business hours and holidays ................................................ 136
About Follow the Sun routing ....................................................... 137
About replicating the Process Manager database .............................. 138
About the Service Catalog and service items .................................... 138
Chapter 10 Managing security, users, roles, groups, and
permissions .................................................................. 141
About ServiceDesk security and permissions ................................... 141
About group-level permissions ...................................................... 142
About ServiceDesk authentication ................................................. 143
About adding users from Active Directory ....................................... 143
Chapter 11 Customizing the ServiceDesk portal .............................. 145
About the ServiceDesk portal ........................................................ 145
About customizing the contents of ServiceDesk portal pages .............. 147
About customizing forms ............................................................. 147
About the Customer Satisfaction Survey ......................................... 149
Chapter 12 Customizing the email in ServiceDesk .......................... 151
Customizing the email actions for ServiceDesk processes .................. 151
About automatic email notifications .............................................. 152
About the contents of email notifications ........................................ 153
About configuring the email monitoring ......................................... 154
Chapter 13 Distributing the ServiceDesk documentation .............. 157
Making the ServiceDesk documentation available to users ................. 157
Configuring the Help link for ServiceDesk documentation ................. 159
Linking to the ServiceDesk documentation from a Links Web
part ................................................................................... 160
Displaying the ServiceDesk documentation in a File Browser Web
part ................................................................................... 161
Adding the ServiceDesk documentation to Document
Management ....................................................................... 162
Contents10

Chapter 14 Performing administrative tasks .................................... 165
Commands on the Admin menu .................................................... 165
About application properties ........................................................ 170
About incident close codes ........................................................... 170
About the ServiceDesk portal master settings .................................. 171
Creating user relationship types .................................................... 172
Chapter 15 Managing the Active Directory connections in
ServiceDesk ................................................................... 173
About Active Directory synchronization ......................................... 173
Methods for synchronizing Active Directory ................................... 175
About managing Active Directory servers in ServiceDesk .................. 176
Appendix A Default categories in ServiceDesk ................................. 177
Default categories for incidents ..................................................... 177
Default classifications for problems ............................................... 179
Index ................................................................................................................... 183
11Contents

Contents12

Introducing ServiceDesk
■Chapter 1. Introducing ServiceDesk
■Chapter 2. Understanding ServiceDesk concepts
■Chapter 3. Introducing ServiceDesk solution software
1
Section

14

Introducing ServiceDesk
This chapter includes the following topics:
■About ServiceDesk
■Components of ServiceDesk
■Where to get more information
About ServiceDesk
Symantec ServiceDesk is an ITIL-compliant service management tool that lets
you improve your IT infrastructure and provide a higher level of service. It
incorporates Symantec Workflow technologies to manage service tickets, provide
reports, and integrate with other Symantec products such as the Configuration
Management Database (CMDB).
ServiceDesk requires a completed installation and implementation of a Symantec
Management Platform 7.0 product. Such products include Client Management
Suite and Server Management Suite. The ServiceDesk solution software is installed
using the standard Symantec Management Platform mechanisms.
ServiceDesk includes all the primary ITIL Service Management processes.
Processes in ServiceDesk include Incident Management, Problem Management,
Change Management, Release Management, and a Knowledge Management system.
ServiceDesk also includes a Service Catalog.
After you install ServiceDesk, it is ready to use. However, you might choose to
customize some aspects of ServiceDesk to meet your organization’s specific
requirements. Because all ServiceDesk processes are based on workflows, you can
customize the processes without making code-level changes.
For information about the kinds of modifications you can perform, see the
ServiceDesk Customization Guide.
1
Chapter

Table 1-1 Key features of ServiceDesk
DescriptionFeature
All ServiceDesk processes are fully ITIL-based, which lets you implement a full ITIL
solution.
ITIL-based processes
ServiceDesk includes a set of high-quality, ITIL-based processes that have undergone
extensive testing and development effort.
Ready-to-use workflows and
processes
All ServiceDesk processes and forms are easy to customize using the Workflow
Designer tool.
See “About Workflow Designer”on page 28.
Easy customization
The default forms that ServiceDesk contains are process-driven rather than
data-driven. The user is not shown all of the available information for the form.
Instead, the user is shown what is relevant for the particular point they are at in the
process. The user is shown the information they need to see to move forward with
the process. This narrowing of focus helps ensure that the process is followed
correctly, and makes following the processes easier for new users.
Process-driven forms
The date and time that appear in tickets, alerts, and emails are displayed in the
appropriate time zone for the current user’s location. This time zone support allows
for world-wide support capabilities and supports virtual help desks.
Time zone support
You can define the normal business hours for your organization, which accounts for
holidays and weekends. This business hours support allows for accurate Service Level
Agreement reporting and accurate reporting of average response time and resolution
time.
Business hours support
Email notifications are built into the ITIL processes. Email notifications keep users
aware of changes to ticket status, and allow users to verify that an issue is fixed. In
any process, email notifications can be used to notify the contacts that are associated
with a ticket, assign tasks, and send alerts.
Email notifications
Escalation rules can be configured so that escalations are triggered when certain
types of events occur. For example, an escalation might trigger when an incident
approaches the Service Level Agreement limitations. When a user has not responded
to a Change Management approval task, an escalation may also be triggered.
Escalation rules
ServiceDesk can integrate with other products through the actions and URL calls
that can trigger events in other systems. ServiceDesk Web services can also be used
to display ServiceDesk processes and forms in third-party applications such as
Microsoft SharePoint.
Integration with other
products
Introducing ServiceDesk
About ServiceDesk
16

Table 1-1 Key features of ServiceDesk (continued)
DescriptionFeature
Advanced reporting mechanisms are included in ServiceDesk. Reports are easy to
create and customize. In addition, report templates can be created to let groups and
users customize and save their own reports. Reports can be defined and scheduled
to run periodically, and can be emailed to a distribution list. Reports can also be
published as a web service to expose report data.
Advanced reporting
mechanisms
A full-featured knowledge management solution is included.Full-featured knowledge
management
You can secure processes, forms, and data at the user, group, role, and organizational
unit level.
Security at a granular level
Components of ServiceDesk
The components of ServiceDesk combine to let you use ITIL-compliant processes
to manage service tickets and your organization’s knowledge.
Table 1-2 Components of ServiceDesk
DescriptionComponent
The ServiceDesk solution software is installed on the Notification Server computer.
This software provides the following functions:
■Management of the ServiceDesk licensing
The Symantec Installation Manager (SIM) installs the ServiceDesk solution software
and applies the ServiceDesk licenses.
■The installation file that is used to install the ServiceDesk application software on the
ServiceDesk server computer.
The ServiceDesk server computer is different from the Notification Server computer.
■The ServiceDesk pages that appear in the Symantec Management Console.
In the Symantec Management Console, you can access a page that lets you download
the ServiceDesk installation file.
■Integration between the ServiceDesk application software and the Configuration
Management Database (CMDB).
See “About ServiceDesk solution software”on page 31.
ServiceDesk solution
software
Incorporates all the Symantec Workflow technologies that manage service tickets, provide
reporting capabilities, and integrate with other Symantec products.
The ServiceDesk application software is installed on the ServiceDesk server computer. It
cannot be installed on the same computer as Helpdesk Solution.
ServiceDesk application
software
17Introducing ServiceDesk
Components of ServiceDesk

Table 1-2 Components of ServiceDesk (continued)
DescriptionComponent
A tool that lets an administrator customize workflows to meet the needs of the organization.
See “About Workflow Designer”on page 28.
Workflow Designer is typically installed on a client computer. However, it can also be
installed on the ServiceDesk server computer.
Workflow Designer
A Web-based interface that provides access to the ServiceDesk application software. The
users of ServiceDesk access the portal from their Web browsers and use the portal to run
the workflow processes.
The ServiceDesk portal resides on the ServiceDesk server computer. The ServiceDesk
portal is accessible from most Web browsers.
See “About the ServiceDesk portal”on page 145.
ServiceDesk portal
The server-side software that includes the workflow extensions that are required to run
the core workflow processes.
These extensions must run on the server to which the workflows have been deployed,
which is the ServiceDesk server computer. The ServiceDesk server is sometimes referred
to as the Workflow server .
See “About Workflow Server”on page 29.
Workflow Server
software
Definitions of the events or steps that a process can follow. The data that is provided for
a specific process determines the path that the process takes through the workflow.
ServiceDesk contains the core workflows that you can use immediately without
customization. The core workflows let you manage service tickets and perform other
service-related activities.
The workflows and processes reside on the ServiceDesk server computer.
See “About workflows, processes, tickets, and tasks”on page 23.
Workflows
Stores the Process Manager details such as groups, users, and permissions.
Other applications can use the Process Manager database. For example, it is included with
Workflow Solution. When you install ServiceDesk, the Process Manager database is
expanded to become the ServiceDesk database. However, it typically is referred to as the
Process Manager database.
The default name for the actual database is Ensemble. It resides on the SQL Server
computer.
Process Manager
(ServiceDesk) database
Introducing ServiceDesk
Components of ServiceDesk
18

Table 1-2 Components of ServiceDesk (continued)
DescriptionComponent
Replicates certain data from the Process Manager database. You can either copy or move
the original data to the replication database or to a file. Use the database replication for
archiving or for improving performance of the Process Manager database.
The default name for the actual database is EnsembleReplication. It typically resides on
the same SQL Server computer as the Process Manager database.
See “About replicating the Process Manager database”on page 138.
Replication database
Stores the configuration details and contains the built-in tools that facilitate the use of
the data in the Process Manager database for reporting.
The default name for the actual database is EnsembleAnalysis. It resides on the SQL Server
computer.
Analysis database
Where to get more information
Use the following documentation resources to learn and use this product.
Table 1-3 Documentation resources
LocationDescriptionDocument
http://kb.altiris.com/
You can search for the product name under
Release Notes.
Information about new features and
important issues.
This information is available as an article in
the Altiris Knowledgebase.
Release Notes
Links to the documentation are available
from the following locations:
■The release notes for this product
■The Documentation Library, which is
available in the Symantec Management
Console on the Help menu
■The Documentation page, which is
available from the Help link in the
ServiceDesk portal or at the following
URL:
http://www.altiris.com/Support/
Documentation.aspx
When you open the Documentation page,
look for the section that applies to this
product.
Information about how to install, configure,
and implement this product.
This information is available in PDF format.
Implementation Guide
19Introducing ServiceDesk
Where to get more information

Table 1-3 Documentation resources (continued)
LocationDescriptionDocument
Links to the documentation are available
from the following locations:
■The release notes for this product.
■The Documentation Library, which is
available in the Symantec Management
Console on the Help menu.
■The Documentation page, which is
available from the Help link in the
ServiceDesk portal or at the following
URL:
http://www.altiris.com/Support/
Documentation.aspx
When you open the Documentation page,
look for the section that applies to this
product.
The ServiceDesk administrator can download
this documentation and provide it to the
appropriate users.
See “Making the ServiceDesk documentation
available to users”on page 157.
Information about how to use this product,
including detailed technical information and
instructions for performing common tasks.
This information is available in PDF format.
ServiceDesk has the following user guides:
■ServiceDesk User Guide
For the administrator who configures
and manages the ServiceDesk portal and
the process workers who use the
ServiceDesk portal.
■ServiceDesk Portal User Guide
For the internal users or external users
who use the ServiceDesk portal to submit
incidents, search the knowledge base,
and perform other user tasks.
User Guides
The Documentation Library, which is
available in the Symantec Management
Console on the Help menu.
Context-sensitive help is available for most
screens in the Symantec Management
Console.
You can open context-sensitive help in the
following ways:
■The F1 key
■The Context command, which is available
in the Symantec Management Console
on the Help menu
Information about how to use the
ServiceDesk Solution Console. Help is not
available in the ServiceDesk portal.
Help is available at the solution level and at
the suite level.
This information is available in HTML help
format.
Help
Introducing ServiceDesk
Where to get more information
20