Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE... Manuel utilisateur

Symantec™ServiceDesk

Implementation Guide

Version 7.0 MR2

Symantec™ServiceDesk Implementation Guide

The software described in this book is furnished under a license agreement and may be used

only in accordance with the terms of the agreement.

Documentation version 7.0 MR2

Legal Notice

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Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be

trademarks of their respective owners.

The product described in this document is distributed under licenses restricting its use,

copying, distribution, and decompilation/reverse engineering. No part of this document

may be reproduced in any form by any means without prior written authorization of

Symantec Corporation and its licensors, if any.

THE DOCUMENTATION IS PROVIDED "AS IS" AND ALL EXPRESS OR IMPLIED CONDITIONS,

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MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT,

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OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING,

PERFORMANCE, OR USE OF THIS DOCUMENTATION. THE INFORMATION CONTAINED

IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE.

The Licensed Software and Documentation are deemed to be commercial computer software

as defined in FAR 12.212 and subject to restricted rights as defined in FAR Section 52.227-19

"Commercial Computer Software - Restricted Rights" and DFARS 227.7202, "Rights in

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Government shall be solely in accordance with the terms of this Agreement.

Symantec Corporation

350 Ellis Street

Mountain View, CA 94043

http://www.symantec.com

Technical Support

Symantec Technical Support maintains support centers globally. Technical

Support’s primary role is to respond to specific queries about product features

and functionality. The Technical Support group also creates content for our online

Knowledge Base. The Technical Support group works collaboratively with the

other functional areas within Symantec to answer your questions in a timely

fashion. For example, the Technical Support group works with Product Engineering

and Symantec Security Response to provide alerting services and virus definition

updates.

Symantec’s support offerings include the following:

■A range of support options that give you the flexibility to select the right

amount of service for any size organization

■Telephone and/or Web-based support that provides rapid response and

up-to-the-minute information

■Upgrade assurance that delivers software upgrades

■Global support purchased on a regional business hours or 24 hours a day, 7

days a week basis

■Premium service offerings that include Account Management Services

For information about Symantec’s support offerings, you can visit our Web site

at the following URL:

www.symantec.com/business/support/

All support services will be delivered in accordance with your support agreement

and the then-current enterprise technical support policy.

Contacting Technical Support

Customers with a current support agreement may access Technical Support

information at the following URL:

www.symantec.com/business/support/

Before contacting Technical Support, make sure you have satisfied the system

requirements that are listed in your product documentation. Also, you should be

at the computer on which the problem occurred, in case it is necessary to replicate

the problem.

When you contact Technical Support, please have the following information

available:

■Product release level

■Hardware information

■Available memory, disk space, and NIC information

■Operating system

■Version and patch level

■Network topology

■Router, gateway, and IP address information

■Problem description:

■Error messages and log files

■Troubleshooting that was performed before contacting Symantec

■Recent software configuration changes and network changes

Licensing and registration

If your Symantec product requires registration or a license key, access our technical

support Web page at the following URL:

www.symantec.com/business/support/

Customer service

Customer service information is available at the following URL:

www.symantec.com/business/support/

Customer Service is available to assist with non-technical questions, such as the

following types of issues:

■Questions regarding product licensing or serialization

■Product registration updates, such as address or name changes

■General product information (features, language availability, local dealers)

■Latest information about product updates and upgrades

■Information about upgrade assurance and support contracts

■Information about the Symantec Buying Programs

■Advice about Symantec's technical support options

■Nontechnical presales questions

■Issues that are related to CD-ROMs or manuals

Support agreement resources

If you want to contact Symantec regarding an existing support agreement, please

contact the support agreement administration team for your region as follows:

[email protected]Asia-Pacific and Japan

[email protected]Europe, Middle-East, and Africa

[email protected]North America and Latin America

Technical Support ............................................................................................... 3

Section 1 Introducing ServiceDesk ......................................... 13

Chapter 1 Introducing ServiceDesk .................................................... 15

About ServiceDesk ....................................................................... 15

Components of ServiceDesk ........................................................... 17

Where to get more information ....................................................... 19

Chapter 2 Understanding ServiceDesk concepts ............................ 23

About workflows, processes, tickets, and tasks .................................. 23

About ITIL .................................................................................. 24

About the core processes in ServiceDesk .......................................... 25

About configuration items ............................................................. 27

About the Configuration Management Database (CMDB) ..................... 27

About Workflow Designer .............................................................. 28

About Workflow Server ................................................................. 29

About ServiceDesk licenses ............................................................ 29

Chapter 3 Introducing ServiceDesk solution software ................... 31

About ServiceDesk solution software ............................................... 31

About the ServiceDesk Solution Console page .................................... 32

Accessing the ServiceDesk Solution Console page .............................. 32

Section 2 Installing ServiceDesk .............................................. 33

Chapter 4 Planning to install ServiceDesk ........................................ 35

About the ServiceDesk installation .................................................. 36

Installing a Symantec Management Platform product and ServiceDesk

for the first time .................................................................... 37

Installing ServiceDesk 7.0 on an existing installation of the Symantec

Management Platform ............................................................ 39

Contents

Upgrading to the Symantec Management Platform and ServiceDesk

7.0 from Altiris 6.x ................................................................. 41

Upgrading the ServiceDesk application software ............................... 44

Server requirements for the ServiceDesk installation ......................... 45

ServiceDesk requirements for the Notification Server

computer ........................................................................ 46

System requirements for the ServiceDesk server computer ............ 47

System requirements for the SQL Server computer ...................... 48

Server configuration options for the ServiceDesk installation .............. 49

Requirements for the ServiceDesk client computers ........................... 51

Adding the ServiceDesk server computer to the Administrators

group ................................................................................... 51

About installing Symantec Management Platform products ................. 52

About populating the CMDB for ServiceDesk ..................................... 53

Information to collect for the ServiceDesk installation ........................ 54

Chapter 5 Installing ServiceDesk ........................................................ 57

About installing the ServiceDesk solution software on the Notification

Server computer .................................................................... 58

Installing the ServiceDesk application software ................................. 59

Downloading the ServiceDesk installation file ................................... 60

Installing the ServiceDesk application software on the ServiceDesk

server computer .................................................................... 61

Installing Workflow Designer on a client computer ............................ 64

Installing an upgrade to the ServiceDesk application software .............. 67

Maintenance page ........................................................................ 68

Server Roles page ......................................................................... 70

Install Location page .................................................................... 72

Server Configuration page ............................................................. 73

Workflow Designer Tasks page ....................................................... 73

Notification Server Credentials page ................................................ 74

Database Connection page ............................................................. 75

Database Configuration page .......................................................... 76

Database Replication page ............................................................. 77

System Accounts Access page ......................................................... 78

Process Manager Configuration page ............................................... 78

Process Manager Authentication page ............................................. 79

Active Directory Server dialog box .................................................. 80

Active Directory Container dialog box .............................................. 82

Workflow Persistence page ............................................................ 83

Symbus ORM page ....................................................................... 83

System Check page ....................................................................... 85

Contents8

Chapter 6 Configuring the initial ServiceDesk settings ................. 87

Configuring the ServiceDesk application software during

installation ........................................................................... 88

Welcome page ............................................................................. 91

Installation Components page ........................................................ 92

ServiceDesk Settings page ............................................................. 94

Mail Settings page ........................................................................ 95

ITIL Process Configuration page ..................................................... 97

Incident Management Configuration page ........................................ 98

ServiceDesk Groups page ............................................................... 99

Sample Data Configuration page ................................................... 100

Installation Preview page ............................................................. 101

Installation Summary page .......................................................... 101

Re-running the ServiceDesk installation ......................................... 102

Setting up the replication database after the initial installation .......... 105

Uninstalling ServiceDesk from the ServiceDesk server

computer ............................................................................ 106

Chapter 7 Installing the Screen Capture Utility ............................. 109

About installing the Screen Capture utility ...................................... 109

Installing the Screen Capture utility with Package Delivery ................ 111

Downloading the Screen Capture Utility installation file .................... 112

Chapter 8 Migrating data from Altiris® Helpdesk

Solution™....................................................................... 113

About migrating data from Helpdesk Solution ................................. 113

Methods for migrating data from Helpdesk Solution ......................... 114

Migrating incidents from Helpdesk Solution .................................... 115

How Helpdesk Solution incident data corresponds to ServiceDesk

incidents ............................................................................. 117

About working Helpdesk Solution incidents in ServiceDesk ................ 118

Migrating categories from Helpdesk Solution .................................. 118

Section 3 Configuring ServiceDesk ....................................... 121

Chapter 9 Configuring the ServiceDesk application ..................... 123

About configuring the ServiceDesk application software ................... 124

Before you configure the ServiceDesk application software ................ 124

Configuring the ServiceDesk application software ............................ 125

About incident categories and the data hierarchy ............................. 130

9Contents

About the incident priority ........................................................... 131

Default priority, urgency, and impact values ................................... 132

How the incident priority is calculated ........................................... 133

About the Service Level Agreement and Operating Level

Agreement .......................................................................... 134

About the Service Level Agreement (SLA) time frames ...................... 135

Default SLA time frames .............................................................. 136

About business hours and holidays ................................................ 136

About Follow the Sun routing ....................................................... 137

About replicating the Process Manager database .............................. 138

About the Service Catalog and service items .................................... 138

Chapter 10 Managing security, users, roles, groups, and

permissions .................................................................. 141

About ServiceDesk security and permissions ................................... 141

About group-level permissions ...................................................... 142

About ServiceDesk authentication ................................................. 143

About adding users from Active Directory ....................................... 143

Chapter 11 Customizing the ServiceDesk portal .............................. 145

About the ServiceDesk portal ........................................................ 145

About customizing the contents of ServiceDesk portal pages .............. 147

About customizing forms ............................................................. 147

About the Customer Satisfaction Survey ......................................... 149

Chapter 12 Customizing the email in ServiceDesk .......................... 151

Customizing the email actions for ServiceDesk processes .................. 151

About automatic email notifications .............................................. 152

About the contents of email notifications ........................................ 153

About configuring the email monitoring ......................................... 154

Chapter 13 Distributing the ServiceDesk documentation .............. 157

Making the ServiceDesk documentation available to users ................. 157

Configuring the Help link for ServiceDesk documentation ................. 159

Linking to the ServiceDesk documentation from a Links Web

part ................................................................................... 160

Displaying the ServiceDesk documentation in a File Browser Web

part ................................................................................... 161

Adding the ServiceDesk documentation to Document

Management ....................................................................... 162

Contents10

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