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Module  establish business data structure
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Module establish business data structure

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  • 1.  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
  • 2.  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.,
  • 3. Start  Programs Computer Associates Unicenter  Service Desk  Service Web ClientInput Credentials  Administrations tabFollow the above path to create/modifyReference Data
  • 4.  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.
  • 5.  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
  • 6. Start  Programs  CA  Unicenter  ServiceDesk  Application data  Configuration ItemsThe above path is to be followed to createvarious configuration Items
  • 7.  Unicenter Service Desk uses different types of tickets to support transactions with end usersFollowing Records are used in Tickets & Support Transaction process: Priority Codes Impact Codes Urgency Codes Severity Codes Product Codes
  • 8.  Reason Codes Reporting method Codes Role Codes Root Cause Timers Announcements Personalized Responses Sequence NumbersNote : Impact  Extent of Disruption provided to BusinessUrgency : How quick the issue must be resolved
  • 9.  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 CodesStatus Codes : These describe overall progress of Ticket towards Resolution & Closure
  • 10. Area Codes :Classify Incidents,Problems & RequestsEnable gathering of Information required toresolve ticket using PropertiesCategory Codes:Classify issues & Change OrdersEnables Workflow to be associated with changeorders/Issues
  • 11.  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