The document defines key aspects of defining business structure and infrastructure in CA Service Desk Management (CA SDM). It discusses setting up sites, locations, organizations, and contacts to represent the business structure. It also covers defining configuration item families and classes, manufacturers, models, service statuses, vendors, and vendor types to represent the business infrastructure. Finally, it discusses multi-site support which allows data sharing between multiple CA SDM installations while maintaining separate business rules, and multi-tenancy which allows multiple independent tenants to share a single CA SDM implementation.

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