DEFINING BUSINESS STRUCTURE

3.1 HOW TO DEFINE BUSINESS STRUCTURE

• Business Structure is a logical representation of organization within which CA SDM operates

• Sites , Locations & Organizations are setup to define Business Structure

• Contacts define every person who uses your system on regular basis such as analyst & Customers

• A group is a collection of Objects that represent a specific area of responsibility within your Service Desk.

• Locations identify a specific physical place & let you track and administer areas that concern your enterprise

• Organizations describe internal Departments & divisions that can be assigned to tickets & Contacts.

3.2 DEFINE BUSINESS INFRASTRUCTURE

• An Important aspect of implementing your Service Desk using CA SDM is to define Business Structure by setting up following :

Configuration Item Families & Classes

Manufacturers & Models

Service Statuses

Vendors & Vendor Types

• Families of Broad categories of Hardware, Software & Services which classify configuration types & Assign meaningful attributes for each one.

• Classes identify general categories of configuration item that your enterprise supports

• Manufacturers identify manufacturer of various configuration items of concern to enterprise.

• Models contain specific information about the products that a Particular manufacturer provides to your enterprise.

• Service Status identifies readiness condition { In Service , In Repair , Discontinued} of configuration Item

• Vendor Types are classification for vendor that identify type of company providing Configuration Items.

• Vendors identify companies that supply your enterprise including type of company & Primary Contact

• Configuration Items are devices, Software & Services that make Infrastructure.

• We can integrate CA SDM Installation with other asset management Tools such as CA NSM,CA Asset Management , CA APM.,

3.3 MULTI SITE SUPPORT

• SDM can be configured for global access so that Data can be shared between multiple Installation of CA SDM

• Multi Site Support allows bridging different Regional Installations while maintaining separate Business Rules for each Region.

Multi site Supports lets you do the following

5. Call Management in off-hours across Multiple Regions

6. Support for Global Experts handling Multiple Regions

7. Shut down primary SDM Server During Maintenance windows without affecting rest of multi site elements

• Global_sd.xml file {Location : $NX_ROOT/site/cfg/global_sd.xml} defines tables that are available for replication & how they are mapped in regions.

DO’S & DON'TS OF MULTI SITE SUPPORT

Do’s Dont’s

Enforces Regional Business Rules

Allows Support to open/Review Tickets

Allows Global Analyst to work Queues across Multiple Regions

Replicate Minimal Data

Allow Regions to use different language Versions

o Doesn’t Transfer Tickets Between Regions

o Doesn’t allow Global Reporting

o Doesn’t allow editing & Replicated Data such as Knowledge Documents

3.4 MULTI TENANCY

• Ability for multiple independent Tenants to share a single Implementation of CA SDM

• Allows Tenants to share hardware & Application Support

• Service Provider is primary tenant in CA SDM Multi Tenancy Installation

• Service4 Provider cant be a Parent Tenant

• Service Providers can permit Tenants to administer their own settings

• Multi Tenancy can be activated by installing once of the options (Off/Setup/On)

• Objects fall into 3 categories depending on Tenant Attribute as Untenanted Object, Tenant Required Object, Tenant Optional