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Create/Modify Reference Data Create/Modify CI Support data Create/Modify Transactional Record
Support data Create/Modify Transactional Record
Operational data Grant Access to work list using eTrust IAM
Reference Data is defined as the data records in our business structure so that it accurately reflects operational procedures used by Your Business
Examples of Reference Data are Contact Types ,TimeZones, Positions, Locations etc.,
Start Programs Computer Associates Unicenter Service Desk Service Web Client Input Credentials Administrations tab
Follow the above path to create/modify Reference Data
An asset that falls under control of Configuration management & resides in CMDB is called as “ Configuration Item”
Configuration Item records support & enhance info that can be kept for each Item stored in CMDB
Configuration Items can be classified as Families, Classes,Companies,Models,Service Status & Configuration Items.
Specify Inventory Information Enable logging & Viewing of comments
associated with configuration item Identify Hierarchical Relationships
between Configuration Items Enable viewing of tickets associated with
Configuration Items
Start Programs CA Unicenter Service Desk Application data Configuration ItemsThe above path is to be followed to create various configuration Items
Unicenter Service Desk uses different types of tickets to support transactions with end users
Following Records are used in Tickets & Support Transaction process:
Priority Codes Impact Codes Urgency Codes Severity Codes Product Codes
Reason Codes Reporting method Codes Role Codes Root Cause Timers Announcements Personalized Responses Sequence Numbers Note : Impact Extent of Disruption provided
to BusinessUrgency : How quick the issue must be
resolved
Data that tells how a Ticket is handled For Incidents, Problems & Requests,
These Records can be coined as Status & Area Codes
For Change Orders & issues, These Records are coined as Status & Category Codes
Status Codes : These describe overall progress of
Ticket towards Resolution & Closure
Area Codes :Classify Incidents,Problems & Requests Enable gathering of Information required to resolve ticket using Properties
Category Codes:Classify issues & Change Orders Enables Workflow to be associated with change orders/Issues
eTrust IAM is central repository of user information & Identities
It defines user’s authentication & access to other applications
It has an LDAP Interface for use when it’s configured to use CMDB