Planning › CA Service Desk Manager Installation Planning

CA Service Desk Manager Installation Planning

To help you plan for a successful CA Service Desk Manager installation and configuration, use the following information to research and gather information.

• Login Permissions—Complete the following steps:
  • (Windows) Log in as an Administrator and have full Administrative permissions.
  • (UNIX) Log in as the root user and have the correct permissions to the root account.
• Research—Complete the following steps:
  • Read both the Release Notes and optional readme file (if available). Do not start your installation until you have read and understand that information.

    Note: You can find the most current version of the Release Notes, which contain the system requirements, and optional readme file (if available) at http://ca.com/support.

  • Verify that you have your installation media.

    Note: If your computer does not have an appropriate drive for the installation media, copy the media content to the computer on which you want to install CA Service Desk Manager. Then, start the installation. For a remote installation over the network, you can also have to share a drive or folder on the network and then connect over the network to start the installation.

    Important! Do not mount the CA Service Desk Manager install DVDs on a Windows XP operating system as some of the installation files are not found, and the install fails.

  • Review the certification matrix for a list of third-party software products that have been certified for use with CA Service Desk Manager.

    Note: You can find the most current version of the certification matrix at http://ca.com/support.

  • Read about, and have a basic understanding of, the product components.
  • Become familiar with the different types of implementation strategies that the product supports. Consider network availability, usable bandwidth, and responsiveness when deciding which implementation strategy is best for your organization.
  • Review the implementation considerations for each component you install.
• Installation Home Directory—Complete the following steps:
  • Determine the home directory in which you want to install the product. The default home directory for the product is C:\Program Files\CA\Service Desk.
  • Determine the home directory in which you want to install the shared components that the product uses (for example, the Java Runtime Environment (JRE) and Apache Tomcat). The default home directory for the shared components is C:\Program Files\CA\SC.
• Database—Decide which database (either SQL Server or Oracle) to use with CA Service Desk Manager and install the database. Then, complete the following steps:
  • SQL Server. Enable TCP/IP on the computer on which you want to perform the installation and configuration.
• Primary, Secondary Server, and User Configuration—Complete the following steps:
  • To help ensure that you can configure both the primary and optional secondary servers at the end of the product installation, have the following information available:
    • The domain name system (DNS) of the primary and secondary servers.
    • The name or alias of the server.
    • The name or aliases of the object manager to which you want to establish a connection.
    • The name or IP address of the secondary server.
    • The slump socket port to be used for communication by all of CA Service Desk Manager.
    • The proctor socket port to be used by the secondary server to listen for messages from the primary server.
  • To help ensure that you can configure account information for product administration at the end of the product installation, have a privileged and restricted user name and password ready.
  • (UNIX and Linux) Manually create your privileged and restricted users. On Windows, these users are automatically created during the product configuration, but on UNIX and Linux, you must manually create these users.
• Web Interface Configuration—Complete the following steps:
  • To ensure that you can configure the web interface at the end of the product installation, have the following information available:
    • The web host name and web server.
    • (Windows NT only) The web site to be used by the CA Service Desk Manager server.
    • The Tomcat port number and socket port number for shutdown requests.
• Browsers and Antivirus Software—Complete the following steps:
  • (Firefox) Optionally enable Windows authentication (enterprise single sign-on).
  • Temporarily disable any antivirus software, as this slows down the installation. After the installation, make sure you enable your antivirus software again.
• Web Screen Painter—Web Screen Painter automatically installs on the primary server when you install CA Service Desk Manager. You can install Web Screen Painter on separate computers using the installation media.
• File Name Creation—CA Service Desk Manager requires 8.3 File Name Creation. See your operating system's Help and Support documentation for more information about 8.3 File Name Creation and the disable8dot3 registry entry.