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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Technical Support
Symantec Technical Support maintains support centers globally. Technical
Support’s primary role is to respond to specific queries about product features
and functionality. The Technical Support group also creates content for our online
Knowledge Base. The Technical Support group works collaboratively with the
other functional areas within Symantec to answer your questions in a timely
fashion. For example, the Technical Support group works with Product Engineering
and Symantec Security Response to provide alerting services and virus definition
updates.
Symantec’s support offerings include the following:
■A range of support options that give you the flexibility to select the right
amount of service for any size organization
■Telephone and/or Web-based support that provides rapid response and
up-to-the-minute information
■Upgrade assurance that delivers software upgrades
■Global support purchased on a regional business hours or 24 hours a day, 7
days a week basis
■Premium service offerings that include Account Management Services
For information about Symantec’s support offerings, you can visit our Web site
at the following URL:
www.symantec.com/business/support/
All support services will be delivered in accordance with your support agreement
and the then-current enterprise technical support policy.
Contacting Technical Support
Customers with a current support agreement may access Technical Support
information at the following URL:
www.symantec.com/business/support/
Before contacting Technical Support, make sure you have satisfied the system
requirements that are listed in your product documentation. Also, you should be
at the computer on which the problem occurred, in case it is necessary to replicate
the problem.
When you contact Technical Support, please have the following information
available:
■Product release level

■Hardware information
■Available memory, disk space, and NIC information
■Operating system
■Version and patch level
■Network topology
■Router, gateway, and IP address information
■Problem description:
■Error messages and log files
■Troubleshooting that was performed before contacting Symantec
■Recent software configuration changes and network changes
Licensing and registration
If your Symantec product requires registration or a license key, access our technical
support Web page at the following URL:
www.symantec.com/business/support/
Customer service
Customer service information is available at the following URL:
www.symantec.com/business/support/
Customer Service is available to assist with non-technical questions, such as the
following types of issues:
■Questions regarding product licensing or serialization
■Product registration updates, such as address or name changes
■General product information (features, language availability, local dealers)
■Latest information about product updates and upgrades
■Information about upgrade assurance and support contracts
■Information about the Symantec Buying Programs
■Advice about Symantec's technical support options
■Nontechnical presales questions
■Issues that are related to CD-ROMs or manuals

Support agreement resources
If you want to contact Symantec regarding an existing support agreement, please
contact the support agreement administration team for your region as follows:
[email protected]Asia-Pacific and Japan
[email protected]Europe, Middle-East, and Africa
[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