Module – administer ca service desk
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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.
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This document discusses creating stored queries for scoreboards, including time-based stored queries. Scoreboards contain nodes that can display counts of tickets and other records by assigning stored queries that count objects. Time-based stored queries are also useful, as they can count objects within a defined time span and frequency using functions like StartAtTime and EndAtTime, allowing for time-based queries on scoreboard nodes.
Module – administer sla
The document discusses service level agreements (SLAs) in IT service management. It covers defining SLA components, creating macros, events and automatic events. Service types and service contracts are used to track tickets automatically to help meet SLAs and ensure agreed upon levels of service. Macros are snippets of code that can be associated with events to perform tasks automatically. Options need to be installed and configured to implement automatic events for incidents, problems, and requests.
Module establish business data structure
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.
CA Service Desk Administrator Guide with Examples
This document is an instructor guide for a Computer Associates course on administering Unicenter Service Desk. It includes information on:
- The role of a Unicenter Service Desk administrator and the architecture of Unicenter Service Desk, including the physical database layer, logical database layer, object layer, and client layer.
- Starting and stopping Unicenter Service Desk processes.
- Exploring the Unicenter Service Desk web client administration page.
- Establishing the business data structure in Unicenter Service Desk, including creating reference, configuration item support, and transactional record support data.
- Implementing security in Unicenter Service Desk, including
Itil user guide_r11
This document provides an overview and user guide for Unicenter Service Desk, a software tool for managing IT service support and delivery according to the ITIL framework. The guide is intended for analysts and administrators using the software and outlines its key features for incident management, problem management, change management, configuration management, and service level management.
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Module – administer ca service desk
- 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