Introduction › CAISDI Component Overview › ITIL Considerations

ITIL Considerations

The CA Service Desk ITIL (Information Technology Infrastructure Library) configuration option supports additional data objects not used in the standard out-of-the-box CA Service Desk product. In ITIL configurations, what are referred to in this guide as tickets are actually incident tickets; in non-ITIL configurations they are request tickets. CA Service Desk displays Incident and Request queues for ITIL configurations, while for non-ITIL configurations, only the Request queue displays. Also, in ITIL configurations, the term “Asset” is replaced with the term “Configuration Item”. If you are running Service Desk r12.6 or later, you must load the ITIL version of the data files using PDM_LOAD. See Loading Data Files. Service Desk r12.6 or later only runs in ITIL-mode so the ITIL version data files must be loaded. For more information about the ITIL interface, see the CA Service Desk documentation, specifically the ITIL User Guide.