Establishing Support Structure › Models › Internal Model

Internal Model

An internal service desk supports employees who work for a company and have questions or problems with the products and services provided to them by the company. In CA SDM, the request is the basic unit of support when operating an internal service desk as follows:

• Requests are tickets that handle the questions or problems of employees, and are oriented toward supporting an infrastructure owned and administered by the support organization.
• Change orders are tickets that manage changes to the supported business infrastructure. Internal service desks often use requests as the primary ticket, attaching change orders in cases where the request must result in a change to the infrastructure.

If you are operating an internal service desk, do the following:

• Review the employee access type using the administrative function of the web interface to see that it meets your needs. If most of your contacts are employees who use the service desk for support, you might want to set "employee" as the default access type. This can save you from having to set the access type for each employee contact who is supported by your service desk.
• Review the employee contact type using the administrative function of the web interface to see that it meets your needs.
• Ensure that your contacts are set to have the appropriate access type and contact type. For example, if you set employee as the default access type, you also need to set the analyst contacts as the analyst access type.

  The contact type is usually assigned automatically based on how you create the contact, but in some cases, the contact type might not be defined. Employees using the service desk for support should have a contact type of employee, whereas employees who work as support desk analysts should have a contact type of analyst.

  You can work with contacts using the administrative function of the web interface.

If you are operating an internal service desk in which you are supporting employees, your support structure consists of the requests and change orders that they create and the underlying supporting features of those requests and change orders. As the administrator, you set up the support structure.