This Module " Business Structure" gives a description of CA SDM Business Structure

1. DEFINING BUSINESS STRUCTURE

2. 3.1 HOW TO DEFINE BUSINESS STRUCTURE
• Business Structure is a logical representation of organization within which CA SDM operates
• Sites , Locations & Organizations are setup to define Business Structure
• Contacts define every person who uses your system on regular basis such as analyst &
Customers
• A group is a collection of Objects that represent a specific area of responsibility within your
Service Desk.
• Locations identify a specific physical place & let you track and administer areas that concern
your enterprise
• Organizations describe internal Departments & divisions that can be assigned to tickets &
Contacts.

3. 3.2 DEFINE BUSINESS INFRASTRUCTURE
• An Important aspect of implementing your Service Desk using CA SDM is to define Business
Structure by setting up following :
 Configuration Item Families & Classes
 Manufacturers & Models
 Service Statuses
 Vendors & Vendor Types

4. • Families of Broad categories of Hardware, Software & Services which classify configuration
types & Assign meaningful attributes for each one.
• Classes identify general categories of configuration item that your enterprise supports
• Manufacturers identify manufacturer of various configuration items of concern to enterprise.
• Models contain specific information about the products that a Particular manufacturer provides
to your enterprise.
• Service Status identifies readiness condition { In Service , In Repair , Discontinued} of
configuration Item
• Vendor Types are classification for vendor that identify type of company providing
Configuration Items.
• Vendors identify companies that supply your enterprise including type of company & Primary
Contact
• Configuration Items are devices, Software & Services that make Infrastructure.
• We can integrate CA SDM Installation with other asset management Tools such as CA
NSM,CA Asset Management , CA APM.,

5. 3.3 MULTI SITE SUPPORT
• SDM can be configured for global access so that Data can be shared between multiple
Installation of CA SDM
• Multi Site Support allows bridging different Regional Installations while maintaining separate
Business Rules for each Region.
Multi site Supports lets you do the following
5. Call Management in off-hours across Multiple Regions
6. Support for Global Experts handling Multiple Regions
7. Shut down primary SDM Server During Maintenance windows without affecting rest of multi
site elements
• Global_sd.xml file {Location : $NX_ROOT/site/cfg/global_sd.xml} defines tables that are
available for replication & how they are mapped in regions.

6. DO’S & DON'TS OF MULTI SITE SUPPORT
Do’s Dont’s
 Enforces Regional Business Rules o Doesn’t Transfer Tickets Between
Regions
 Allows Support to open/Review Tickets
o Doesn’t allow Global Reporting
 Allows Global Analyst to work Queues
across Multiple Regions o Doesn’t allow editing & Replicated Data
such as Knowledge Documents
 Replicate Minimal Data
 Allow Regions to use different language
Versions

7. 3.4 MULTI TENANCY
• Ability for multiple independent Tenants to share a single Implementation of CA SDM
• Allows Tenants to share hardware & Application Support
• Service Provider is primary tenant in CA SDM Multi Tenancy Installation
• Service4 Provider cant be a Parent Tenant
• Service Providers can permit Tenants to administer their own settings
• Multi Tenancy can be activated by installing once of the options (Off/Setup/On)
• Objects fall into 3 categories depending on Tenant Attribute as Untenanted Object, Tenant
Required Object, Tenant Optional