The document discusses the roles of a CA Service Desk administrator and provides details on the architecture and components of the CA Service Desk system. It explains that the primary focus of an administrator is ensuring proper functioning for analysts and end users. It then describes the physical database layer, logical database layer, object layer, and client layer that make up the Service Desk architecture. It also provides instructions for starting, stopping, and restarting the Service Desk software.

2.  Identify CA Service Desk Admin Roles
 CA Service Desk Architecture
 Start/Stop CA Service Desk

3.  Primary focus of SD Admin is to ensure proper
functioning of Service Desk Analyst & end
users.

4. CA Service Desk Architecture mainly contains
Physical Database layer
Logical Database layer
Object Layer
Client Layer

5.  Contains CA-MDB ,a set of tables in RDBMS &
MS – SQL Server
 Service Desk Stores Incidents , Problems ,
Requests in Call_Req table present in CA-MDB
 DashBoard uses ODBC to MDB for Reporting
 It’s important that Physical DBA secures mdb.

6.  Contains database agent process known as
<platform>_agent
 It communicates with chosen Brand of RDBMS
 It takes generic SQL instructions from Object
Layer & translates them into specific SQL
Statements
 Incidents & Requests are stored in DBI
/Logical table {Call_Req}

7.  Consists of Object Manager ,a process known
as domsrvr (or) Domain Server
 Maintain all objects & attributes in memory as
defined in Object_level Schema
 Object manager resides on a primary server by
default (or) Secondary Serer {Used for Load
balancing}

8.  Consists of Web engine Process,which is true
object manager client ,webserver (Usually
Tomcat/IIS) & a web browser
 We access Service Desk Web Client using
below URL for Tomcat :
http://<webserver>:8080/CAisd/pdmweb.exe
 Both Service Desk Schemas {Object Level/DBI
Level } are case sensitive.

9.  We can Start, Stop & Restart Service Desk from
“services.msc” when Service Desk is installed
on windows platform
 pdm_status : shows status of all Service Desk
daemons
 Pdm_webstat : shows status of web engine
connections from web clients

10. In Command Line :
To Start SDM :
net start “ Unicenter Service Desk Server “
Net start pdm_daemon_manager
To Stop SDM :
Pdm_halt