Difference between revisions of "Service Desk Library"

Latest revision as of 08:01, 29 November 2010

Getting Started
Best Practices Recommendations for those new to Service Desk	Things to consider before deploying

Installation
Migrating 6.0 to r11 Patches	Steps to building a R11.2 Test System Architecture of SDMr12.2

Configuration
Archive & Purge Attachments Library Auto-Assignment Change Impact Analyzer Configuration Items	Data Partitions Events and Macros Notifications Options Manager Root Cause	Scoreboard Security Service Contract Stored Queries Surveys

Customization
Object Changes Object Triggers Sample Customizations	Schema Changes Screen Changes Spel Reference Guide

Integration
CA Applications
CA Change Management Integration with Clarity and Harvest CA Desktop Management Suite CA Workflow CA CMDB CA SupportBridge Solutions CA Workflow	Unicenter Asset Management Unicenter Asset Portfolio Management Unicenter NSM Unicenter Remote Control Unicenter Software Delivery Unicenter Knowledge Tools SPECTRUM NFM
Non-CA Applications
Microsoft SMS	Peoplesoft
Custom Integrations
Command-Line Interface Computer Telephony Integration (CTI) LDAP Integration Maileater	Portal Integration Single Sign-on Web Services

Reporting
Adhoc\Other Reports Crystal Reports MS Access MS Excel	MS SQL Reporting Services Out-of-the-Box Reports Sample Queries Service Desk Dashboard

Miscellaneous
Command-Line Utility Reference How To Reset Ticket Numbers Service Desk ERD (Entity Relationship Diagram) Service Fails to Finish Starting	Table Reference Understanding Service Desk Time Useful Web Sites

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-[[Service Desk FAQ]] |
+[[Service Desk History]]  |
-[[:Category:Service_Desk|Browse the SDU Wiki Service Desk Categories]] |
+[[Service Desk FAQ]]  |
 [[Help:Contributing To The Wiki|How to Contribute to the SDU Wiki]]
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 | width="50%" align="left" style="vertical-align:top;" |
+*[[:Category:Best Practices|Best Practices]]
 *[[Recommendations for those new to Service Desk]]
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 *[[Steps to building a R11.2 Test System]]
+*[[Architecture of SDMr12.2]]
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 |}
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 *[[Notifications]]
 *[[Options Manager]]
-*[[Scoreboard]]
+*[[Root Cause]]
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+*[[Scoreboard]]
 *[[Security]]
 *[[Service Contract]]
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 *[[Integrating Service Desk with Unicenter Software Delivery|Unicenter Software Delivery]]
 *[[Integrating Service Desk with Unicenter Knowledge Tools|Unicenter Knowledge Tools]]
+*[[Integrating Service Desk with CA SPECTRUM|SPECTRUM NFM]]
 |-
 | colspan=2|<br>'''Non-CA Applications'''