Module establish business data structure
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The document discusses different types of reference and transactional support data that can be created and modified in Unicenter Service Desk. This includes reference data to accurately reflect business structures, configuration item records to store equipment information in the configuration management database, and various ticket record types used to classify, prioritize, and track the status of incidents, problems, requests, changes and issues. It also provides instructions on accessing the appropriate areas within the Unicenter Service Desk application to view and manage this configuration and ticket support data.
Module establish business data structure
- 2. Create/Modify Reference Data Create/Modify CI Support data Create/Modify Transactional Record Support data Create/Modify Transactional Record Operational data Grant Access to work list using eTrust IAM
- 3. Reference Data is defined as the data records in our business structure so that it accurately reflects operational procedures used by Your Business Examples of Reference Data are Contact Types ,TimeZones, Positions, Locations etc.,
- 4. Start Programs Computer Associates Unicenter Service Desk Service Web Client Input Credentials Administrations tab Follow the above path to create/modify Reference Data
- 5. An asset that falls under control of Configuration management & resides in CMDB is called as “ Configuration Item” Configuration Item records support & enhance info that can be kept for each Item stored in CMDB Configuration Items can be classified as Families, Classes,Companies,Models,Service Status & Configuration Items.
- 6. Specify Inventory Information Enable logging & Viewing of comments associated with configuration item Identify Hierarchical Relationships between Configuration Items Enable viewing of tickets associated with Configuration Items
- 7. Start Programs CA Unicenter Service Desk Application data Configuration Items The above path is to be followed to create various configuration Items
- 8. Unicenter Service Desk uses different types of tickets to support transactions with end users Following Records are used in Tickets & Support Transaction process: Priority Codes Impact Codes Urgency Codes Severity Codes Product Codes
- 9. Reason Codes Reporting method Codes Role Codes Root Cause Timers Announcements Personalized Responses Sequence Numbers Note : Impact Extent of Disruption provided to Business Urgency : How quick the issue must be resolved
- 10. Data that tells how a Ticket is handled For Incidents, Problems & Requests, These Records can be coined as Status & Area Codes For Change Orders & issues, These Records are coined as Status & Category Codes Status Codes : These describe overall progress of Ticket towards Resolution & Closure
- 11. Area Codes : Classify Incidents,Problems & Requests Enable gathering of Information required to resolve ticket using Properties Category Codes: Classify issues & Change Orders Enables Workflow to be associated with change orders/Issues
- 12. eTrust IAM is central repository of user information & Identities It defines user’s authentication & access to other applications It has an LDAP Interface for use when it’s configured to use CMDB