Installing and Configuring the Connector with Service Desk

You can install and configure Unicenter Service Desk to support the connector among Service Desk, CA Clarity PPM, and Harvest.

This section contains the following topics:

Notes about the Service Desk ITIL Interface

Install and Integrate Service Desk with CA Clarity PPM and Harvest

Notes about the Service Desk ITIL Interface

Information Technology Infrastructure Library (ITIL) is a set of best practices for IT Service Management that has been evolving since 1989. It began as a set of processes for use by the UK government to improve IT Service Management, and has been adopted by the industry as a basis for successful IT Service Management. It is gaining worldwide acceptance as the standard for IT Service Management.

Using the configuration utility (pdm_configure.exe), Unicenter Service Desk can be configured with an ITIL interface. Selecting the Use ITIL Methodology checkbox during database initialization will produce an ITIL interface for your Unicenter Service Desk installation.

The ITIL Service Desk interface supports additional data objects not used in the standard out-of-the-box Unicenter Service Desk product. For example, Problem and Incident objects are supported in ITIL, and the term Asset is replaced with the term Configuration Item (CI) in ITIL.

The examples in this document use the ITIL terminology for objects - CI, Problems, and Incidents.

Note: Service Desk incidents are not supported with CA Clarity PPM and Harvest.

Install and Integrate Service Desk with CA Clarity PPM and Harvest

To install and integrate Service Desk with CA Clarity PPM and Harvest, you first install the r11.2 version of Service Desk, and integrate the product with CA Clarity PPM and Harvest.

To install and integrate Service Desk with CA Clarity PPM and Harvest

1. Install the r11.2 version of Service Desk.
2. Apply r11.2 software patches, if applicable.
3. After the installation successfully completes, open a command prompt window and specify the location of the \data directory within the Service Desk installation files. For example, C:\Program Files\CA\Service Desk\data.
4. Issue the following command:

   pdm_load -f projex.dat
   

Note: To verify that all the data was loaded correctly, review the appendixes "Field Mappings" and "Verifying Service Desk Installation."

More information:

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