Managing Servers › ITIL Configuration

ITIL Configuration

Information Technology Infrastructure Library (ITIL) is a collection of best practices in computer data center management. In addition to defining recommended processes, a major benefit of the ITIL framework is its tight definitions of commonly used data-center terminology. Often in the IT world, the same word is used to mean different things; or different people use a particular word with a meaning that is individually nuanced. ITIL helps to avoid this kind of problem.

The following ticket types are available:

• Request
• Change Order
• Issue
• Incident
• Problem

Important: CA Service Desk Manager only supports an ITIL interface.

The ITIL interface supports data objects that were not used in previous non-ITIL versions of the product; for example, problem and incident tickets.

ITIL does the following:

• Produces an ITIL interface for your CA Service Desk Manager installation.
• Allows your CA Service Desk Manager database, forms and fields to differ from a standard installation, thereby conforming to ITIL conventions instead.

  Important! When upgrading your existing system, clear this check box to retain the database tables and data; otherwise, all existing data is lost.