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Scenario 1—How to Manage New Applications Using Service Desk, CA Clarity PPM, and Harvest (IDEAS)

The following scenario ties request/change order management (Service Desk), resource/work management (CA Clarity PPM), and software change management (Harvest). In this scenario, a Service Desk change order is sent to CA Clarity PPM as a CA Clarity PPM idea, which is later converted to a project, and the software work is managed as a package on a Harvest project.

In Service Desk:

1. The Service Desk end user enters and submits a request for a new application or product idea using Service Desk.
2. The Service Desk analyst:
   • Reviews the request and determines its disposition.
   • Converts the request to a change order representing the demand for a new application or product idea to be managed in CA Clarity PPM.
   • Initiates the creation of a CA Clarity PPM idea.
3. The CA Clarity PPM demand manager evaluates the CA Clarity PPM idea and converts it to a project.

In Harvest, the Harvest manager:

1. Creates a new Harvest project.
2. Communicates the Harvest project name to the CA Clarity PPM project manager.

In CA Clarity PPM, the CA Clarity PPM project manager:

1. Creates the Harvest Project in CA Clarity PPM, and uses the Harvest project name that was communicated from the Harvest manager as the name of the Harvest Project in CA Clarity PPM.
2. Defines all tasks and WBS, and identifies the summary level tasks as the CA Clarity PPM feature tasks.
3. Associates the CA Clarity PPM feature tasks to the Harvest Project in CA Clarity PPM.
4. Submits the CA Clarity PPM feature tasks for approval.
5. Creates the Harvest packages from the CA Clarity PPM feature tasks.
6. Monitors task activity and progress using CA Clarity PPM.

In Harvest, the Harvest manager:

1. Creates additional packages associated to the CA Clarity PPM feature task, if needed.
2. Reviews and promotes the packages.

In CA Clarity PPM, the CA Clarity PPM project manager:

1. Marks the tasks as 100% complete when all of the Harvest packages have been promoted to the production lifecycle state.
2. Marks the project as complete.

In Service Desk, the Service Desk assignee:

1. Updates and closes the Service Desk change order.
2. Notifies the Service Desk end-user.

More information:

Service Desk User Tasks (Connector for CA Unicenter® Service Desk and CA Software Change Manager for Distributed)