The CA SDM ITIL (Information Technology Infrastructure Library) configuration option supports extra data objects that are not used in the standard out-of-the-box CA SDM product. In ITIL configurations, what are referred to in this content as tickets are actually incident tickets. In non-ITIL configurations, they are request tickets. CA SDM displays Incident and Request queues for ITIL configurations; for non-ITIL configurations, only the Request queue displays.
In ITIL configurations, the term “Asset” is replaced with the term “Configuration Item”. If you are running Service Desk Release 12.6 or later, load the ITIL version of the data files using PDM_LOAD. See Loading Data Files. Service Desk Release 12.6 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 SDM documentation.
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