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SDU - User contributions [en]
2026-07-28T13:14:02Z
User contributions
MediaWiki 1.26.1
http://greggsmith.net/wiki/index.php?title=Service_Desk_Library&diff=3942
Service Desk Library
2009-07-01T18:54:21Z
<p>AdiJS: </p>
<hr />
<div>__NOTOC__<br />
{| width="100%"<br />
|- align="center"<br />
|<br />
[[Service Desk History]] | <br />
[[Service Desk FAQ]] | <br />
[[Help:Contributing To The Wiki|How to Contribute to the SDU Wiki]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=2|'''<font size="3">Getting Started</font>'''<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[:Category:Best Practices|Best Practices]]<br />
*[[Recommendations for those new to Service Desk]]<br />
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*[[Things to consider before deploying]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=2|'''<font size="3">Installation</font>'''<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Migrating 6.0 to r11]]<br />
*[[Patches]]<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Steps to building a R11.2 Test System]]<br />
*[[Architecture of SDMr12.2]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=3|'''<font size="3">Configuration</font>'''<br />
|-<br />
| width="34%" align="left" style="vertical-align:top;" |<br />
*[[Archive & Purge]]<br />
*[[Attachments Library]]<br />
*[[Auto-Assignment]]<br />
*[[Change Impact Analyzer]]<br />
*[[Configuration Items]]<br />
| width="33%" align="left" style="vertical-align:top;" |<br />
*[[Data Partitions]]<br />
*[[Events and Macros]]<br />
*[[Notifications]]<br />
*[[Options Manager]]<br />
*[[Root Cause]]<br />
| width="33%" align="left" style="vertical-align:top;" |<br />
*[[Scoreboard]]<br />
*[[Security]]<br />
*[[Service Contract]]<br />
*[[Stored Queries]]<br />
*[[Surveys]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=2|'''<font size="3">Customization</font>'''<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Object Changes]]<br />
*[[Object Triggers]]<br />
*[[Sample Customizations]]<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[:Category:Schema Changes|Schema Changes]]<br />
*[[Screen Changes]]<br />
*[[Spel Reference Guide]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=2|'''<font size="3">Integration</font>'''<br />
|-<br />
| colspan=2|'''CA Applications'''<br />
----<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Integrating Service Desk with CA Change Management Integration|CA Change Management Integration with Clarity and Harvest]]<br />
*[[Integrating Service Desk with CA Desktop Management Suite|CA Desktop Management Suite]]<br />
*[[Integrating Service Desk with CA Workflow|CA Workflow]]<br />
*[[Integrating Service Desk with CA CMDB|CA CMDB]]<br />
*[[Integrating Service Desk with CA SupportBridge Solutions|CA SupportBridge Solutions]]<br />
*[[Integrating Service Desk with CA Workflow|CA Workflow]]<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Integrating Service Desk with Unicenter Asset Management|Unicenter Asset Management]]<br />
*[[Integrating Service Desk with Unicenter Asset Portfolio Management|Unicenter Asset Portfolio Management]]<br />
*[[Integrating Service Desk with Unicenter NSM|Unicenter NSM]]<br />
*[[Integrating Service Desk with Unicenter Remote Control|Unicenter Remote Control]]<br />
*[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]<br />
*[[Integrating Service Desk with Unicenter Knowledge Tools|Unicenter Knowledge Tools]]<br />
*[[Integrating Service Desk with CA SPECTRUM|SPECTRUM NFM]]<br />
|-<br />
| colspan=2|<br>'''Non-CA Applications'''<br />
----<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Integrating Service Desk with Microsoft SMS|Microsoft SMS]]<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Integrating Service Desk with Peoplesoft|Peoplesoft]]<br />
|-<br />
| colspan=2|<br>'''Custom Integrations'''<br />
----<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Command-Line Interface]]<br />
*[[URLS for Computer Telephony Integration (CTI)|Computer Telephony Integration (CTI)]]<br />
*[[LDAP Integration]]<br />
*[[Maileater]]<br />
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*[[Portal Integration]]<br />
*[[Single Sign-on]]<br />
*[[Web Services]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=2|'''<font size="3">Reporting</font>'''<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Adhoc\Other Reports]]<br />
*[[Crystal Reports]]<br />
*[[MS Access]]<br />
*[[MS Excel]]<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[MS SQL Reporting Services]]<br />
*[[Out-of-the-Box Reports]]<br />
*[[Sample Queries]]<br />
*[[Dashboard Guide|Service Desk Dashboard]]<br />
|-<br />
|}<br />
<br />
<br />
{| width="100%"<br />
|-<br />
! colspan=2|'''<font size="3">Miscellaneous</font>'''<br />
|-<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Command-Line Utility Reference]]<br />
*[[How To Reset Ticket Numbers]]<br />
*[[Service Desk ERD (Entity Relationship Diagram)]]<br />
*[[Service Fails to Finish Starting]]<br />
| width="50%" align="left" style="vertical-align:top;" |<br />
*[[Table Reference]]<br />
*[[Understanding Service Desk Time]]<br />
*[[Useful Web Sites]]<br />
|-<br />
|}<br />
<br />
[[Category:Service Desk]]</div>
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