Integrating with CA Service Desk Manager › Prerequisites

Prerequisites

To enable the integration between CA Service Desk Manager and CA Service Catalog, meet the following prerequisites:

• You must be familiar with the basic functions and administration of CA Service Desk Manager, including the critical integration-specific terminology.
• You must be familiar with the basic functions and administration of CA Service Catalog.
• Both CA Service Catalog and CA Service Desk Manager must be installed, configured, and running.

  Verify that CA Service Desk Manager has the latest service packs and patches applied.

• Verify the MDB version compatibility for all CA products that you plan to integrate, including CA Service Desk Manager r12.5, r12, or r11.2 (whichever is applicable).

  Typically, we recommend that CA Service Catalog and all CA products that integrate with it share the same CA Management Database (CA MDB). CA Service Catalog embeds CA MDB r1.5. To integrate CA Service Catalog with other CA products that embed CA MDB r1.5 or CA MDB r1.0.4, verify the CA MDB version compatibility for your integrations.

  If one or both of the following conditions exist, ensure that CA Service Catalog and CA Service Desk Manager share the same MDB and the same installation of CA EEM:

  • You want to share users between CA Service Catalog and CA Service Desk Manager.
  • You want to use common multi-tenancy between CA Service Catalog and CA Service Desk Manager.
• If you are using CA Process Automation as the process automation tool for CA Service Catalog and CA Service Desk Manager, verify that you have performed the following tasks:
  • Installed and configured CA Process Automation.

    Verify that CA Process Automation has the latest service packs and patches applied.

    Note: For instructions, see the CA Process Automation documentation.

  • Integrated CA Service Catalog with CA Process Automation.

    As part of this process, verify that you have loaded and configured CA Process Automation content in CA Service Catalog and that you have configured the content in CA Process Automation.

  • Integrated CA Service Desk Manager with CA Process Automation.

    Note: For instructions, see the CA Service Desk Manager documentation.

• If you are using CA Workflow as the process automation tool for CA Service Catalog and CA Service Desk Manager, verify that you have performed the following tasks:
  • Installed and configured CA Workflow.

    Verify that CA Workflow has the latest service packs and patches applied.

    Note: For instructions, see the CA Workflow documentation.

  • Integrated CA Service Catalog with CA Workflow
  • Integrated CA Service Desk Manager with CA Workflow.

    Note: For instructions, see the CA Service Desk Manager documentation.

• If your implementation of CA Service Desk Manager uses CA Process Automation and the ITIL content pack, review the related best practices for using the CA Process Automation chapter and related support documents. Also, read and follow the instructions in the related CA Support documents that apply to your implementation.