CA Service Desk Manager :

Administration 200

Establish the Business

Data Structure
Module Objectives

After completing this module, you will be able to:

 Create and modify reference data
 Create and modify CI support data
 Create and modify transactional record support data
 Create and modify transactional record operational
data

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Create and Modify Reference Data

 When CA Service Desk Manager is installed, some

reference data is established for you, for example, types
of contacts and time zones.
 Other reference data records are unique to your
implementation of CA Service Desk Manager such as:
 Locations
 Sites
 Organizations
 Therefore, these records must be created.

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Reference Data Examples

 Contact types
 These classify the different kinds of people who
interact with your CA Service Desk Manager system.
 Time zones
 Define different time zone.
 Positions
 These are found on a contact record as a person's Job
Title.

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Reference Data Examples Continued

 Workshifts
 These define permitted or blocked periods of time.
These time definitions can then be used to:
 Pause and resume the SLA clocks if the SLA does not
promise coverage 24 hours a day, 7 days a week
 Schedule availability and notifications for contacts
 Schedule automatic archiving and purging of the
database

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Reference Data Examples Continued

 Locations
 These precisely identify a specific physical place, such as
the address of a particular company or an office address.
 Organizations
 These describe the internal business units or divisions
of your company or external customer companies
that you provide service to.
 Sites
 These are collections of locations.

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Reference Data Examples Continued

 Departments
 These provide additional location information for
contacts and CIs. They can be used as divisions of
organizations, if required.
 States, provinces, and countries
 These are used on locations to assist with addressing
information.

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Lab Exercises

 In the following lab exercises, you will:

 Create a new position record
See lab 2-1 Create a New Position Record.
 Create a new workshift
See lab 2-2 Create a New Workshift.
 Create a new site
See lab 2-3 Create a New Site.
 Create a new location
See lab 2-4 Create a New Location.

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Lab Exercises

 In the following lab exercises, you will:

 Create a new organization
See lab 2-5 Create a New Organization.
 Create a new department
See lab 2-6 Create a New Department.
 Update contact information
See lab 2-7 Update Contact Information.

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CI Support Data

 The following records support and enhance the

information that can be kept for each CI stored in the
CA MDB and used by CA Service Desk Manager:
 CI families
 CI classes
 Company types

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CI Support Data Continued

 Companies
 These identify the companies that make or supply your
enterprise with CIs, including the type of company and
a primary contact.
 Models
 These contain specific information about the products
that a particular company provides to your enterprise.

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CI Support Data Continued

 Service statuses
 These identify the status CIs, such as in service, in
repair, or stopped.
 Defining the service status enables you to track the
availability and use of CIs in your enterprise.
 CIs
 These are the devices, software, and services that
make up your business infrastructure.
 The information associated with a CI uniquely
identifies the CI and indicates its accurate location.

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Lab Exercises

 In the following lab exercises, you will:

 Create a new CI family and CI class
See lab 2-8 Create a New CI Family and CI Class.
 Create a new company record
See lab 2-9 Create a New Company Record.
 Create a new model record
See lab 2-10 Create a New Model Record.
 Create a new CI
See lab 2-11 Create a New
CI.

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Transactional Record Support Data

 CA Service Desk Manager uses different types of tickets

to support transactions with end users.
 The following records, referenced on tickets, support the
transaction process:
 Priority codes
 Impact codes
 Urgency codes
 Severity codes (‫)خطورة‬
 Root causes

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Transactional Record Support Data Continued

 Timers
 Timers act as a stopwatch , that give the analyst an
indication of elapsed time – ‫الوقت المنقضي‬.
 Announcements
 Announcements are sent to users through CA Service
Desk Manager.

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Transactional Record Support Data Continued

 Personalized responses
 Personalized responses enable analysts to quickly insert
preconfigured text messages into activity
descriptions, easing the process of analyst paperwork.
 Sequence numbers
 Sequence numbers are automatically assigned to
tickets when they are opened.

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Ticket Prioritization

 Ticket importance
 Priority, Severity, Urgency, Impact
 Ranked 1 to 5
 For Priority and Impact: 1 is high and 5 is low
 For Urgency and Severity: 1 is low and 5 is high

 Incident priority
 Sum of Urgency and Impact

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Lab Exercises

 In the following lab exercises, you will:

 Reorder codes
See lab 2-12 Reorder Codes.
 Create a root cause
See lab 2-13 Create a Root Cause.
 Create an announcement
See lab 2-14 Create an Announcement.
 Create a response
See lab 2-15 Create a Response.

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Transactional Record Operational Data

 Area codes
 Classify Incidents, Problems, The
hierarchy in
and Requests the Incident
Area
 Properties to gather
additional information
 Hierarchical area codes
 Areas can be organized into
a hierarchy by using the
period character in the
Symbol field of an area, for
example, Software.Network.

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Ticket Assignment

 Assignee Set
 Option Manager – set by default
 Assignee field is set to “Reported by” assuming “Reported
by” is an Analyst
 Area Default
 Option Manager – NOT set by default
 Assignee and/or group defaults to items configured for
the Area
 Automatic Assignment

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Lab Exercises

 In the following lab exercises, you will:

 Create a status code
See lab 2-16 Create a status Code.
 Create an area code
See lab 2-17 Create an Area Code.
 Configure automatic assignment of the Networks.Wireless
area code
See lab 2-18 Configure Automatic Assignment of the
Networks.Wireless Area Code.
 Configure an area
See lab 2-19 Configure an Area.

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Summary

This module showed you how to:

 Create and modify reference data
 Create and modify CI support data
 Create and modify transactional record support data
 Create and modify transactional record operational data

In the next module, you will:

 Implement security

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