Service Desk 7 Altiris Denver User Group Feb
Service. Desk 7 Altiris Denver User Group Feb 24, 2010
Table of Contents • Overview of Service. Desk 7 – ITIL – Workflow Engine • Component Processes • Demonstration – Incident Management – Change Management – Administration Portal • Tips for a Successful Implementation – Hardware Requirements – Licensing – Tactical & Strategic Approach • Q&A
What is SD 7? Symantec Service Desk Solution is an ITIL-Compliant service management tool that lets you improve your IT infrastructure and provide a higher level of service. • Is an ITIL-compliant service management tool. • Is process driven not data driven. • Is a collection of Workflow business processes.
What is Symantec Workflow A. Net based custom development environment that facilitates rapid development of business processes into Web Service based applications.
In Other Words Visio as a programming Language
What Core Processes make up SD 7? Incident Management Problem Management Service Catalog Symantec Service. Desk 7 Knowledge base Change Management Release Management
Service Desk 7 – Components/Processes • Incident Management Process – • Problem Management Process – • The release management process aims to distribute and maintain tested versions of software and licenses for the software. It provides oversight of all other changes and releases to identify any problems or conflicts. Knowledge Base Process – • The change management process aims to plan for and control the risks and impacts of changes to the IT infrastructure. Changes are handled according to standardized procedures to minimize impact on service. Release Management Process – • The problem management process aims to reduce the occurrence and negative impact of incidents that are reported to the Service. Desk. The process portal helps identify trends in the environment to identify the root cause of incidents and initiates action to improve or correct the situation. Change Management Process – • The incident management process manages incidents with a focus on restoring the user to an operational state as quickly as possible to the level identified in the Service Level Agreement. The knowledge base process provides a centralized location for information used in diagnosing and resolving incidents. Service Catalog – The Service Catalog provides links to routine “self-service” functions. Examples include automated password reset, and automated software request.
SD 7 Demonstration
Incident Management – End User
End User - View of Process Portal
End User – Incident Management
End User – Explanation of “Blocking Critical Business”
End User – Assigned Equipment
End User – Knowledge Base Search Form
End User – Not Searching Knowledge Base
End User – Incident Review Form
End User – Thank You Form
Incident Management – Technician
Technician – Process Portal View
Technician – Tickets Screen
Technician – Ticket View
Technician – Ticket View
Technician – Ticket View
Technician – Ticket View
Technician – History
Technician – Ticket View
Technician – Change Request
Technician – History Update
Change Management – Change MGR
Change Mgr – Process Portal View
Change Mgr – Ticket View
Change Mgr – Change Request Add Details
Change Mgr – Change Request Review
Change Mgr – Type of Change
Change Mgr – Current Participants
Change Mgr – Impact Risk Assessment
Change Mgr – Propose Schedule
Change Mgr – Implementation Plan
Change Mgr – Test Plan
Change Mgr – Backout Plan
Change Mgr – Implementation Plan Review
Change Mgr – Change Plan Final Review
Implementation
3 Server Configuration Notification Server SQL Server Service Desk 7 Server
3 Server Configuration • Notification Server: – Symantec Installation Manager – Windows 2003 – 32 Bit • Service Desk 7 Server – Windows 2003 or 2008 – 64 Bit • Microsoft SQL Server – 32 Bit or 64 Bit – SQL Server Must be on the Active Directory Domain – The Service Desk 7 computer account needs to be added to the local administrators group on the SQL Server (when the SQL Server isn’t on the same box as the Service Desk 7 Server) – Needs Reporting and Analysis Services
2 Server Configuration Notification Server SQL Server – must be 32 bit Service Desk 7 Server
2 Server Configuration Notification Server Service Desk 7 Server SQL Server – must be 64 bit
Hardware Requirement
Service Desk Licenses • The Service. Desk licensing is IP Based – A user can run multiple instances of SD 7 on one computer. • When all licenses are in use, the next user is denied access until a license becomes available.
Service Desk Licenses • A license is released in the following instances: – When a user closes a process view page. (This can take a few minutes) – When a process view page times out. • Activities that don’t consume licenses: – When the end user is view their own tickets – Using the knowledge base or browsing articles.
Upgrade Process & Recommendations • Up to a week of process mapping and discovery • Staggered approach to the implementation: – Tactical to start: • Incident Management • Knowledgebase Management – More strategic down the line: • Problem Management • Change Management • Release Management – Workflow processes to help other business units • More Service Catalog processes for self service
Q&A Tommy Yionoulis tommy@wevogroup. com 303 -917 -6333
- Slides: 52
