Implementation Strategies

When planning your CA Service Desk implementation strategy, consider the following information, in addition to network availability, usable bandwidth, and responsiveness.

• Centralized—Installs and configures all product components on one primary server. This is the default installation. You can implement multiple Object Managers and web engines for load balancing and failover, but your business may outgrow this implementation.
• Distributed—Installs and configures product components on servers that are closer to the clients receiving the service. For example, a branch location of a business that has a number of subnets may have many analysts using the Web Client. Placing a secondary server at this branch location reduces the network traffic and response times. Network traffic between the branch location and the primary server location is also reduced because the secondary server performs caching. This type of implementation supports the implementation of multiple Object Managers and web engines for load balancing and failover.
• Global—Consists of two or more centralized or distributed implementations known as regions. The primary server of a region replicates minimal information to and from a master region. This allows a single region to have all necessary information about all other regions. This enables an analyst to be aware of tickets from all regions, but only connect to a region when required. This type of implementation is useful when network bandwidth is too limited for a distributed implementation. For example, you may have business locations in different countries with a slow link between them.