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.
|
Copyright © 2014 CA.
All rights reserved.
|
|