Create/Modify Reference Data Create/Modify CI Support data Create/Modify Transactional Record

Support data Create/Modify Transactional Record

Operational data Grant Access to work list using eTrust IAM

Reference Data is defined as the data records in our business structure so that it accurately reflects operational procedures used by Your Business

Examples of Reference Data are Contact Types ,TimeZones, Positions, Locations etc.,

Start Programs Computer Associates Unicenter Service Desk Service Web Client Input Credentials Administrations tab

Follow the above path to create/modify Reference Data

An asset that falls under control of Configuration management & resides in CMDB is called as “ Configuration Item”

Configuration Item records support & enhance info that can be kept for each Item stored in CMDB

Configuration Items can be classified as Families, Classes,Companies,Models,Service Status & Configuration Items.

Specify Inventory Information Enable logging & Viewing of comments

associated with configuration item Identify Hierarchical Relationships

between Configuration Items Enable viewing of tickets associated with

Configuration Items

Start Programs CA Unicenter Service Desk Application data Configuration ItemsThe above path is to be followed to create various configuration Items

Unicenter Service Desk uses different types of tickets to support transactions with end users

Following Records are used in Tickets & Support Transaction process:

Priority Codes Impact Codes Urgency Codes Severity Codes Product Codes

Reason Codes Reporting method Codes Role Codes Root Cause Timers Announcements Personalized Responses Sequence Numbers Note : Impact Extent of Disruption provided

to BusinessUrgency : How quick the issue must be

resolved

Data that tells how a Ticket is handled For Incidents, Problems & Requests,

These Records can be coined as Status & Area Codes

For Change Orders & issues, These Records are coined as Status & Category Codes

Status Codes : These describe overall progress of

Ticket towards Resolution & Closure

Area Codes :Classify Incidents,Problems & Requests Enable gathering of Information required to resolve ticket using Properties

Category Codes:Classify issues & Change Orders Enables Workflow to be associated with change orders/Issues

eTrust IAM is central repository of user information & Identities

It defines user’s authentication & access to other applications

It has an LDAP Interface for use when it’s configured to use CMDB