Content Pack for ITIL CA Service Desk Manager

The Information Technology Infrastructure Library (ITIL®) is a set of books developed by the United Kingdom's Office of Government Commerce (OGC). The books describe an integrated, process based, best practice framework for managing IT services. The current version of ITIL is 2011.
casm1401
The Information Technology Infrastructure Library (ITIL®) is a set of books developed by the United Kingdom's Office of Government Commerce (OGC). The books describe an integrated, process based, best practice framework for managing IT services. The current version of ITIL is 2011.
The Content Pack for ITIL for the current release of CA Service Desk Manager provides additional content for CA Service Desk Manager (CA SDM) to fully support the following 15 IT Service Management ITIL 2011 edition processes:
  • Availability Management
  • Capacity Management
  • Change Management
  • Event Management
  • Financial Management
  • Incident Management
  • IT Service Continuity Management
  • Knowledge Management
  • Problem Management
  • Release & Deployment Management
  •  Request Fulfillment
  • Service Asset & Configuration Management
  • Service Catalog Management
  •  Service Level Management
  • Service Portfolio Management
This document records the content and modifications that are included in the Content Pack. This package includes:
  • Schema and object modifications
  • New and updated analyst web forms (htmpl files)
  • Updated help files (html)
  • New CA Process Automation Manager workflows
  • New BOXI CA Service Desk universe
  • New WebI and Crystal reports
Review the list of schema and data updates included in this package to ensure that your CA SDM environment does not have any conflicts.
For example, if you have already created a “z” table or “z” field with the same name that the installer will configure, it is not recommended to run the installer. See the Schema Updates for information on the schema delivered with this package. Although CA SDM will ignore any schema conflicts deployed with the package, the forms delivered with the package will reference them. See New and Updated HTMPL Forms and Updated Help Files sections for a list of modified forms.
If you already have data in your system as specified in the ITIL Content Data section, the installer may create duplicates. See the ITIL Content Data section for information on what data will be loaded into the server to identify any possible duplication.
Schema Updates
The MDB will be modified to support additional data capturing for ITIL process support. Several fields were added to existing tables and new tables were added to the MDB. The installer will put the updated schema in place for you automatically. When the installer script is run, a schema_done file will be created. The schema_done file is used to identify whether the ITIL schema was added to the server. Flag files will be created under the $NX_ROOT\samples\ITIL_Content_14_1 folder.
A vanilla or out of the box installation or upgrade of CA SDM will not have any schema conflicts. If you have modified your environment, ensure that there are not conflicts with what you have created and what the content pack delivers.
The installer will automatically create schema modifications to the MDB. If matching schema is found in the form of a table or field name, the installer will ignore the attempted update by the content installer and will not modify the site defined field, table or schema definition.
The following updates to the MDB database schema were made. Note that the ‘TABLE’ name column represents the table name as defined in $NX_ROOT/site/ddict.sch. For more information on TABLE name, SQL Name, and Object Name, see the Data Element Dictionary.
TABLE
FIELD
TYPE
Summary of Modification
Change_Request
zcategory_init
STRING 12 REF Change_Category
Initial change category
 
zchg_bus_cls
INTEGER REF zchg_bus_cls
Business Classification
 
zisRelease
INTEGER REF Boolean_Table
RFC authorization for Release
 
zowner
UUID REF ca_contact
Change Owner
 
zscope
STRING 1024
Change Order Scope
 
zurgency
INTEGER REF Urgency
Urgency of change
Call_Req
zcategory_init
STRING 30 REF Prob_Category
Initial category on the incident, problem or request.
usp_owned_resource
zDML_path
STRING 1024
DML Path
 
zSPMLifecycleStage
INTEGER REF zSPMLifecycleStage
SPM Lifecycle Stage
 
zactual_budget
INTEGER
Actual Budget
 
zbiz_proc_supported
STRING 255
Business processes supported
 
zbusiness_approver_group
UUID REF ca_contact
 
 
zbusiness_impact
INTEGER REF zbusiness_impact
Business Impact
 
zbusiness_owners
UUID REF ca_contact
Business Owner
 
zbusiness_users
UUID REF ca_contact
Business User
 
zcharges_service
INTEGER
CI service charges
 
zchg_bus_cls
INTEGER REF zchg_bus_cls
 
 
zci_cost_category
INTEGER REF zci_cost_category
CI cost category
 
zcost_biz_units
STRING 255
Business units where costs should be allocated
 
zcost_hw_maintenance
INTEGER
Hardware maintenance cost
 
zcost_hw_purchases
INTEGER
Hardware purchases cost
 
zcost_personnel
INTEGER
Personnel costs
 
zcost_service
INTEGER
Service Cost
 
zcost_sw_licenses
INTEGER
Software licenses cost
 
zcost_sw_maintenance
INTEGER
Software maintenance cost
 
zcost_utility
INTEGER
Utility costs
 
zcurrent_monthly_service_cost
INTEGER
Current Monthly Service Cost
 
zcurrentAvailabiity
INTEGER
Current availability
 
zcurrentCapacity
INTEGER
Current capacity
 
zcurrentPerformance
INTEGER
Current performance
 
zcurrent_monthly_service_cost
INTEGER
Current monthly service cost
 
zest_budget
INTEGER
Estimated budget
 
zpost_program_ROI
INTEGER
Post-Program ROI
 
zpre_program_ROI
INTEGER
Pre-Program ROI
 
zprevAvailability
INTEGER
Previous availability
 
zprevCapacity
INTEGER
Previous capacity
 
zprevPerformance
INTEGER
Previous performance
 
zprice_service
INTEGER
Service price
 
zrevenue_service
INTEGER
Service revenue
 
zrelease_package_num
INTEGER
Release package number
 
zservice_description
STRING 1024
Service description
 
zstakeholders_group
UUID REF ca_contact;
Stakeholders group
 
ztechnical_approver_group
UUID REF ca_contact;
Technical approver group
 
zvalue_prop
STRING 1024;
Value proposition
usp_organization
zcost_center
SREL cost_cntr
Cost Center
Service_Desc
zKPI1
STRING 255
KPI
 
zKPI2
STRING 255
KPI
 
zKPI3
STRING 255
KPI
 
zagreement_date
LOCAL_TIME
Agreement Date
 
zfield_date
LOCAL_TIME
Agreement Start
 
zfield_date2
LOCAL_TIME
Agreement End
 
zfield_int
INTEGER
Additional field
 
zfield_long
STRING 1024
Scope
 
zfield_small
STRING 255
Additional field
 
zquestion1
STRING 255
Locations Included
 
zquestion2
STRING 255
Definitions
 
zquestion3
STRING 255
Responsibilities and Dependencies
 
zquestion4_short
STRING 50
Additional field
 
zquestion5_short
STRING 50
Additional field
 
ztype
INTEGER REF zservice_type_class
Service Type Classification
zSPMLifecycleStage
description
STRING 255
Description
 
sym
STRING 40
Symbol
zbusiness_impact
description
STRING 255
Description
 
delete_flag
INTEGER REF Active_Boolean_Table
Active/Inactive
 
sym
STRING 60
Symbol
zci_cost_category
description
STRING 255
Description
 
sym
STRING 40
Symbol
zservice_type_class
description
STRING 255
Description
 
Sym
STRING 60
Symbol
zchg_bus_cls
Description
STRING 255
Description
 
Delete_flag
INTEGER REF Active_Boolean_Table
Active/Inactive
 
Sym
STRING 60
Symbol
New and Updated HTMPL Forms
Several HTMPL forms were modified to support the ITIL Content. The installer will automatically take a backup of your existing site defined htmpl files before doing a copy and replace of the files noted in the table below. Any matching site defined htmpl files located in $NX_ROOT\site\mods\www\htmpl\web\analyst will be copied to $NX_ROOT\samples\ITIL_Content_14_1\<platform>\backups\<date-time>, where <platform> is either nt or unix. If you do not want to use the updated htmpl files that the installer will provide, you will need to delete the ITIL Content version from $NX_ROOT\site\mods\www\htmpl\web\analyst and replace the it with your original file located in the backups folder. Alternately, you can use the Web Screen Painter to update the ITIL Content version to include your previous updates. The original out of the box htmpl files will not be altered.
The following HTMPL forms were modified as part of the extended ITIL content support.
Form Name
Modification Made
cmdb_detail.htmpl
Field added: Business Criticality (Zbusiness_impact)
cmdbNotebook.htmpl
Contacts tab renamed to “Contacts, Subscribers”
detail_chg.htmpl
New function on form to copy category to zcategory_init Fields added:
  • Business Classification (zchg_bus_cls),
  • Urgency (zurgency)
  • Authorized for Release (zisRelease)
detail_cr.htmpl
New function on form to copy category to zcategory_init
detail_in.htmpl
Exposed Created Via (created_via.sym) ootb field New function on form to copy category to zcategory_init
detail_org.htmpl
Field added: Cost Center (zcost_center)
detail_pr.htmpl
Exposed Symptom (symptom_code), Major Problem (major_incident) and Created Via (created_via) ootb fields on form
New function on form to copy category to zcategory_init
detail_sdsc.htmpl
Fields added:
  • Record Type (ztype)
  • Agreement Start Date (zfield_date)
  • Agreement End Date (zfield_date2)
Tab added with three sub tabs:
  • Related Contacts (displays all contacts with this ST)
  • Related Configuration Items (displays all CIs with the ST)
  • Additional Content: link to zsdsc_tab.htmpl
detail_zbusiness_impact.htmpl
New form with fields: Symbol, Description fields
detail_zchg_bus_cls.htmpl
New form with fields: Symbol, Description fields, last modified by/date
in_relreq_tab.htmpl
New button: Link Incidents, Updated list to show cr and not in
list_chg.htmpl
Search Fields added:
  • Business Classification (zchg_bus_cls),
  • Urgency (zurgency)
  • Authorized for Release (zisRelease)
List updated to include Authorized for Release
list_nr.htmpl
Search Fields added:
  • Business Criticality (zbusiness_impact)
  • SPM Lifecycle Stage
List updated to include Business Criticality
list_sdsc.htmpl
Search Field added:
  • Record Type (ztype)
List updated to include Type
list_zbusiness_impact.htmpl
New form: Symbol, Description fields
list_zchg_bus_cls.htmpl
New form: Symbol, Description fields
menubar_sd.htmpl
Added to File menu item: New Knowledge Document
nr_cmdb_invothx_tab.htmpl
Fields added:
  • SPM Lifecycle Stage (zSPMLifecycleStage)
nr_contact_tab.htmpl
Fields added:
  • Business Owner Group (zbusiness_owners)
  • Business Users Group (zbusiness_users)
nr_financials_tab.htmpl
New form with fields: zcharges_service, zrevenue_service, zcost_service, zprice_service, zcost_hw_purchases, zcost_hw_maintenance, zcost_sw_licenses, zcost_sw_maintenance, zcost_utility, zcost_personnel, zest_budget, zactual_budget, zpre_program_ROI, zpost_program_ROI, zcurrent_monthly_service_cost, zci_cost_category, zcost_biz_units
nr_inv_tab.htmpl
Field added:
  • Release Package Number (zrelease_package_num)
nr_loc_tab.htmpl
Field added:
  • Definitive Media Library Path (zDML_path)
nr_serv_tab.htmpl
Fields added:
  • Previous Availability (zprevAvailability)
  • Previous Capacity (prevCapacity)
  • Previous Performance (prevPerformance)
  • Current Availability (zcurrentAvailability)
  • Current Capacity (zcurrentCapacity)
  • Current Performance (zcurrentPerformance)
  • Service Description (zservice_description)
  • Service Value Proposition (zvalue_prop)
  • Business Processes Supported (zbiz_proc_supported)
xx_prop_tab.htmpl
Field added:
  • zscope
zsdsc_tab.htmpl
Fields added:
  • Location included (zquestion1)
  • Definitions (zquestion2)
  • Responsibilities and Dependencies (zquestion3)
  • Scope (zfield_long)
  • KPI (zKPI1)
  • KPI (zKPI2)
  • KPI (zKPI3)
Screen Shots
Name
Form View
Configuration Item (cmdb_detail.htmpl)
New Field Added:
  • Business Criticality New Tab Added:
  • Financials (all fields on Financials tab are new)
image2015-1-23 15:9:49.png
Configuration Item Notebook Tab 2
(cmdbNotebook.htmpl)
Rename Tab 2
  • Renamed Contacts to Contacts, Subscribers
New Fields Added:
  • Business Owner Group
  • Business Users Group
image2015-1-23 15:11:59.png
Change Order Detail (detail_chg.htmpl)
New Fields Added:
  • Business Classification
  • Urgency
  • Authorized for Release
image2015-1-23 15:12:33.png
Incident Detail (detail_in.htmpl)
Existing Field Exposed:
  • Created Via
New button:
  • Link Requests
Updated list query to pull the Request List to show both requests and incidents
image2015-1-23 15:13:28.png
Problem Detail (detail_pr.htmpl)
New Field added:
  • Symptom
  • Created Via
  • Major Problem
image2015-1-23 15:14:37.png
Service Type Detail (detail_sdsc.htmpl)
New Fields added:
  • Record Type Agreement Start Date
 
  • Agreement End Date
New Scope Tab Added:
  • Related Contacts Tab - displays all contacts with this ST
  • Related Configuration Items Tab - displays all CIs with the ST
 
  • Additional Content Tab: link to zsdsc_tab.htmpl
image2015-1-23 15:15:25.png
Change Order List (list_chg.htmpl) Search Fields added:
  • Business Classification
  • Urgency
Authorized for Release Search List updated:
  • Authorized for Release
image2015-1-23 15:17:34.png
Configuration Item List:
Search Fields added:
  • Business Criticality
Search List updated:
  • Business Criticality
 
  • Status
image2015-1-23 15:17:48.png
Service Type List (list_sdsc.htmpl) Search Field added:
  • Record Type
Search List updated:
  • Type
image2015-1-23 15:18:22.png
Menu Bar (menubar_sd.htmpl)
New File Menu:
  • New Knowledge Document
image2015-1-23 15:19:14.png
Investment.Other Attributes Tab (nr_cmdb_invothx_tab.htmpl)
Field Added:
  • SMP Lifecycle Stage
image2015-1-23 15:19:56.png
CI Inventory Tab (nr_inv_tab.htmpl)
Field added:
  • Release Package Number
image2015-1-23 15:20:37.png
CI Location Tab (nr_loc_tab.htmpl) Field added:
  • Definitive Media Library Path
image2015-1-23 15:21:41.png
CI Service Tab (nr_serv_tab.htmpl)
Fields added:
  • Previous Availability
  • Current Availability
  • Previous Capacity
  • Current Capacity
  • Previous Performance
  • Current Performance
  • Service Description
  • Service Value Proposition
  • Business Processes Supported
image2015-1-23 15:22:46.png
Properties Tab xx_prop_tab.htmpl Field added:
zscope
image2015-1-23 15:23:24.png
Service Type Additional Content Tab (zsdsc_tab.htmpl)
Fields added:
  • Locations included
  • Definitions
  • Responsibilities and Dependencies
  • Scope
  • 3 KPI fields
image2015-1-23 15:24:29.png
Organization Detail (detail_ort.htmpl) Field Added:
Cost Center
image2015-1-23 15:25:8.png
ITIL Content Data
Content Data
When the installer script is run, a dataLoad_done file will be created. The dataLoad_done file identifies if the ITIL content was loaded on the server. This will ensure that if the script is re-executed that duplicate data will not be loaded into the system. It also allows CA Support to track if the content exists or not. Flag files will be created under the $NX_ROOT\samples\ITIL_Content_14_1 folder.
The following table shows what tables will have data loaded into them and what the values of that data will be. Before running the install script, ensure that the values listed below do not already exist in your environment. For example, if you already have a Change Category titled “Service.Improvement Plan” you may not want to create a duplicate value in your database when the install script is run. You can manually modify the data that gets loaded into the application by editing the data files located in the ITIL_Content_14_1\files\data folder.
Description: Table
Data File(s)
Values
Activity Type Association : Act_Type_Assoc
Act_Type_Assoc.dat
RFC Authorized for Release
Aliases
attr_alias
attribute_alias.dat
map_sdsc_servicetype_class_description
map_sdsc_servicetype_class_symbol
map_sdsc_violation_cost
request_created_via
request_sla_macro_predicted
category_init (for chg, cr, in, pr)
zServiceType
configuration_item_financial_number
Macro Conditions: Atomic_Condition
Atomic_Condition.dat
Atomic_Cond_Deref.dat
Must have a backout plan to go from Approval in Progress -> Approved status. RFC is Authorized for Release
Categories
Change_Category
Change_Category.dat
Change Model
DR.Test
Release and Deployment Model
Service.Design Package
Service.Design Package.New
Service.Improvement Plan
Service.Quality Plan
Change Status
Change_Status
Change_Status.dat
Build (zBLD)
Test (zTST)
Deployed (zDPLY)
Incomplete (zINCPL)
Change Status Transitions
chg_trans
chg_trans_input.dat
chg_trans_upd.dat
chg_trans_Deref.dat
Approval in progress -> Approved (updated)
Build->Test
Test->Deploy
Deploy->Closed
Implemented->Closed
Implementation in progress->Implemented
Implementation in progress->Deployed
RFC->Build
Build->Rejected
Build->Incomplete
Test->Approval in progress
CI Status Codes: ca_resource_status
ca_resource_status.dat
Analyzed
Approved
Chartered
Defined
In Development
Live
Pipeline
Retired
Incident, Problem, and/or Request Status:
Cr_Status
cr_status.dat
Pending Major Problem Review
Pending Fulfillment
Request Status Transition cr_trans
cr_trans.dat
Approved (PRBAPP)-->Pending Fulfillment (zPendRul)
Knowledge Categories:
O_INDEXES
O_INDEXES_deref.dat
O_INDEXEX_input.dat
O_INDEXES_load.dat
Availability Plans
Capacity Plans
Compliance
CSI Register
Disaster Recovery Plans
DML
Known Errors
Release and Deployment
Service Lifecycle Knowledge Articles
Service Quality Plan
Problem Status Transition pr_trans
pr_trans_input.dat
pr_trans_Deref.dat
Pending Major Problem Review to Closed
Pending Major Problem Review to Cancelled
Pending Major Problem Review to Fixed
Pending Major Problem Review to Known Error
Pending Major Problem Review to Problem Closed
Fixed to Pending Major Problem Review
Analysis Complete to Pending Major Problem Review
Resolved to Pending Major Problem Review
Indicent, Problem, Request Categories:
Problem_Category
Prob_Category.dat
Incident Model
Knowledge.Broken Link
Problem Model
Problem Review
User.Complaint
User.Compliment
Service.Improvement Plan
Service.Quality Plan
Service.Development
Service.Outage
Service.Portfolio
Macros: Spell_Macro
spell_macro.dat
'Backout Plan <> NULL' RFC Authorized for Release
Survey Answers :
Survey_Answer_Template
ITIL_Survey_Answer.dat
Survey_Answers_Deref.dat
view ITIL_Survey_Answer.dat file for details
Survey Questions : Survey_Question_Template
ITIL_Survey_Question.dat Survey_Questions_Deref.dat
view ITIL_Survey_Question.dat file for details
Survey:
Survey_Template
Survey_Step1_pdm_load.dat
Request Fulfillment Survey
Service Desk Quality Survey
Role: Usp_role
usp_role.dat
Release and Deployment Management Role
Link Roles and Reports:
usp_role_web_form
usp_role_web_form_input.dat
web_form_obj_Deref.dat
inc_priority_detail
inc_priority
Web Reports: usp_web_form
usp_web_form.dat
Active Incident by Priority - Detail Active incident by priority
Business Impact:
zbusiness_impact
zbusiness_impact.dat
5-One person
4-Small group
3-single group
2-multiple groups
1-entire organization
Business Classification: zchg_bus_cls
zchg_bus_cls.dat
Minor
Significant
Major Business Classification
CI Cost Category:
zci_cost_category
zci_cost_category.dat
capital
operational
direct, indirect
fixed, variable
unit costs
Type of Service Agreement: zservice_type_class
zServiceTypeClassData.dat
SLA (Service Level Agreement)
OLA (Operational Level Agreement)
UC (Underpinning Contract)
Portfolio lifecycle stages:
zSPMLifecycleStage
zSPMLifecycleStage.dat
Service Catalog
Service Pipeline
Retired Service
Menu Tree Resource: usp_menu_tree_res
usp_menu_tree_res.dat
Business Classification
Business Impact
Additional Content Data
Templates
The following data is not supplied automatically by the ITIL Content installer, however it is recommended that you manually add the following templates to your CA SDM application to further support the incident, request, problem, change, and release and deployment ITIL processes
Object
Suggested Name/Title
Suggested Default Data
Description
How-to Documentation
Incident Template
Incident Model for <insert type of Incident> For example: Incident Model for Printer Repair
Incident Area = <any>
Contains the pre-defined steps that should be taken for dealing with a particular type of Incident. Further supported through incident status transitions.
CA SDM online help, Section on ‘Create an Incident Template’
Incident Template
User Compliment
Incident Area = User.Compliment
Used to record user compliments received from interaction with analyst.
CA SDM online help, Section on ‘Create an Incident Template’
Incident Template
User Complaint
Incident Area = User.Complaint
Used to record user complaints received from interaction with analyst.
CA SDM online help, Section on ‘Create an Incident Template’
Request Template
Knowledge Document Update
Request Area = Knowledge.BrokenLink
Request to update knowledge documents that have been flagged with a broken link.
CA SDM online help, Section on ‘Create a Request Template’
Request Template
New Service Request
Request Area = <any>
Contains the pre-defined steps that should be taken for dealing with a service request. Further supported through request status transitions.
CA SDM online help, Section on ‘Create a Request Template’
Problem Template
Problem Model for <insert type of Problem>
For example:
Problem Model for Known Error
Problem Area = <any>
Use for the resolution of dormant and underlying problems. Further supported through problem status transitions.
CA SDM online help, Section on ‘Create a Problem Template’
Problem Template
Major Problem Review
Problem Area = Problem Review
Major Problem Review Required
CA SDM online help, Section on ‘Create a Problem Template’
Change Order Template
Change Model for <insert type of change>
For example:
Change Model for New Hires
Category = <any>
Change Type = Normal
Defines specific pre-defined steps that will be followed to manage a Change. Further supported through change status transitions.
CA SDM online help, Section on ‘Create a Change Order Template’
Change Order Template
Release and Deployment Model
Category = Release and Deployment Model
Defines specific pre-defined steps that will be followed to manage a Release. Further supported through the CA Process Automation Workflow, Change and Release Management, when that workflow is linked to the Release and Deployment Model Change Category.
CA SDM online help, Section on ‘Create a Change Order Template’
Change Category
Release and Deployment Model
Properties:
  • Is this a known or scheduled disaster recovery test?
  • Does the count towards the yearly failover test requirements?
  • Was the failover plan followed?
  • How long did the failover test occur for?
  • Was the failover successful?
  • Was failback implemented?
Properties added to support the gathering of data.
CA SDM online help, Section on ‘Define Change Order Categories’
Administrative Data
The following data is not supplied automatically by the ITIL Content installer, however it is recommended that you manually add the following Administrative Data to your CA SDM application to further support the incident, request, problem, change, and release and deployment ITIL processes
Object
Suggested Name/Title
Suggested Default Data
Description
How-to Documentation
Change Category
Release and Deployment Model
Properties:
  • Is this a known or scheduled disaster recovery test?
  • Does the count towards the yearly failover test requirements?
  • Was the failover plan followed?
  • How long did the failover test occur for?
  • Was the failover successful?
  • Was failback implemented?
Properties added to support the gathering of data.
CA SDM online help, Section on ‘Define Change Order Categories’
Knowledge Document
Test Checklist
Knowledge Category = Disaster Recovery Plans
Test checklists should be created and stored under relevant knowledge categories.
CA SDM online help, Section on ‘Create Knowledge Documents’
Knowledge Document
Technical and Service Information
Knowledge Category = Service Quality Plan
Record technical and service related information under relevant knowledge categories.
CA SDM online help, Section on ‘Create Knowledge Documents’
Knowledge Document
Plans
Knowledge Categories = Availability Plans,
Capacity Plans,
Disaster Recovery Plans
Record plans under relevant knowledge categories.
CA SDM online help, Section on ‘Create Knowledge Documents’
Knowledge Document
Procedures
Knowledge Categories = Compliance
Record procedures under relevant knowledge categories.
CA SDM online help, ’Section on ‘Create Knowledge Documents’
CI Class
Design Package
Family = Service
Service Design Package
CA SDM online help, Section on ‘Configuration Item Classes’
Menu Tree Resource
Business Impact
Sample Business Impacts are provided with the Content Pack for ITIL for CA SDM.
If you would like to add to the content we provided, we recommend doing so via a menu tree resource for ‘Business Impact’, under the Administration Tab->Service Desk->Application Data -> Codes
‘Menu Trees’, as well as the CA SDM online help, section on ‘Create a Menu Tree Resource’
Menu Tree Resource
Business Classification
Sample Business Classifications are provided with the Content Pack for ITIL for CA SDM.
If you would like to add to the content we provided, we recommend doing so via a menu tree resource for ‘Business Classification, under the Administration Tab->Service Desk->Application Data -> Codes
‘Menu Trees’, as well as the CA SDM online help, section on ‘Create a Menu Tree Resource’
Updated Help Files
Several help files were updated to support the extended ITIL content. Help data is in standard HTML files, not HTMPL templates, so the web engine cannot dynamically change file references. Since there is no /CAisd/site/mods/help subdirectory, all modified help files will be copied to /CAisd/help. For example: $NX_ROOT\bopcfg\www\wwwroot\help\web. The installer will back up the original html files to $NX_ROOT\samples\ ITIL_Content_14_1\files\help.
If you have modified any of the following help files you will want to review the Summary of Modifications column below to understand what was modified and decide whether to use the out of the box version or the supplied modified file. The original files will be backed up under the $NX_ROOT\samples\ITIL_Content_14_1\Backups folder and the modified version will be to /CAisd/help by the installer.
Due to the structure of help files, any patch or future version of CA SDM that delivers any of the same help files included in the content pack will be over ridden with the version included in the patch or new release.
HTML HELP FILE
Summary of Modifications
add_act_to_co.html
Updated summary text
add_act_to_inc.html
Updated summary text
add_act_to_prob.html
Updated summary text
add_act_to_req.html
Updated summary text
chg_order_fields.html
Added Authorized for Release
CI_inv_flds.html
Added Release Package Number
CI-svc_flds.html
Also added Service Description and Business Processes Supported
ci_tabs.html
Update tab name to Contacts, Subscribers
Added Financials Tab
CI-flds.html
Field documented: Business Criticality
CI-loc_info.html
Field documented: DML Path
CI-srch_flds.html
Field documented: Business Criticality, SPM Lifecycle Stage
CI-svc_flds.html
Field documented: SPM Lifecycle Stage, Service Value Proposition field, Previous Availability, Previous Capacity, Previous Performance, Current Availability, Current Capacity, Current Performance
CO-use_temp.html
Description updated
CO-srch_flds.html
Added Authorized for Release
co_tabs.html
Properties updated, Cost/Plans updated
create_act_not.html
Added created_via
create_quick_close_ticket.html
Note sample quick close templates for complaint and compliment.
create_svc_type.html
Add instructions for how to Edit a Service Type
def_CO_cat.html
Document categories: Service.Improvement Plan, Service.Quality Plan
define_knowfiles_fields.html
Field documented: Doc ID
define_status_transitions.html
Added pending major problem review note
from_inc.html
Documented the Create Incident button
Inc_def_areas.html
Document categories: Service.Improvement Plan, Service.Quality Plan
INC-use-temp.html
Documented template: Create Incident Model Template
Note that templates can be used to log events from monitoring tools.
incident_fields.html
Field documented: created_via, open date/time fields added
manage_CI_classes.html
Document new CI Classes: Design Package, Portfolio Service
manage_co_chg_win.html
 
manage_know_cat.html
Data documented: knowledge categories of Availability Plans, Capacity Plans, Known Errors, business cases, Compliance, CSI Register, Service Improvement and Quality Plans, Release & Deployment, Workaround
organization_fields.html
Help page added for organization fields
prob_fields.html
Fields documented: symptom, created via, Major Problem
PROB-use_temp.html
Documented templates
REQ-flds.html
Field documented: RFC open date/time field, Service Development listed as a request area example.
req-inc-prob-area_flds.html
Field documented: symbol
role_list.html
Removed reference to “ITIL v3” and just used “ITIL”
search_for_documents.html
Added summary sentence
survey_templates.html
Note 2 OOTB surveys: Service Desk Quality Survey and Request Fulfillment Survey
svc_type_flds.html
Fields documented: Record Type, Agreement Start Date, Agreement End Date, and Scope tab
service_type_tabs.html
Document the new Scope tab
view_req.html
Button documented: ‘Create Incident’ button
New Reports
Find the following additional reports under Folder Name (Public Folders-> CA Reports -> CA Service Desk).
Report Name
Report Description
Report Type
Business Impact
Ticket list per service CI showing business impact.
Web Intelligence Report
Incident Closure Category Summary Report
Incident report showing the initial categorization and the closing categorization. This report shows the total count of Incidents with pie charts showing categories with the highest number of re-classifications.
Web Intelligence Report
Problem Closure Category Summary Report
Problem report showing the initial categorization and the closing categorization. This report shows the total count of problems with pie charts showing categories with the highest number of re-classifications.
Web Intelligence Report
Service Request Closing Category Summary Report
Service Request report showing the initial categorization and the closing categorization. This report shows the total count of problems with pie charts showing categories with the highest number of re-classifications.
Web Intelligence Report
RFC Closure Category Summary Report
Request for Change report showing the initial categorization and the closing categorization. This report shows the total count of RFCs with pie charts showing categories with the highest number of re-classifications.
Web Intelligence Report
SLA Management Report
Service level management report showing different trends based on ticket type and service.
Web Intelligence Report
SLA Management Report Previous 12 months
Service level management report showing different trends based on ticket type and service for the last 12 months.
Web Intelligence Report
SLA Management Report Previous 3 Months
Service level management report showing different trends based on ticket type and service for the last 3 months.
Web Intelligence Report
SLA Management Report Previous 7 Days
Service level management report showing different trends based on ticket type and service for the last 7 days.
Web Intelligence Report
SLAs To be validated Today
Service levels that will be violated today.
Web Intelligence Report
SLAs Violating Today Summary Report
Summary report showing SLAs with a validation date of today.
Web Intelligence Report
Violations Report
Service type violations report. Filter available for selecting OLA, SLA, or UC.
Crystal Report
SLA Monitoring Chart
Service Level Agreement Monitoring chart to show service level performance history.
Crystal Report
Change Order Closure Category
Detailed report to track the initial and closing categorization on change requests.
Crystal Report
Incident Closure Category Report
Detailed report to track the initial and closing categorization on incidents.
Crystal Report
Incidents Closure Category Count Report
High level summary to view the total count of categorization differences between initial and closing categorization on incidents.
Crystal Report
Problems Closure Category Report
Detailed report to track the initial and closing categorization on problems.
Crystal Report
Request Closure Category Report
Detailed report to track the initial and closing categorization on requests.
Crystal Report
Service Requests by Requests Area
Graph showing the number of requests over a period of time grouped by request area.
Crystal Report
Trend: RFCs and Affected CIs
Report to show Change Orders with associated Configuration Items. Sort filters are by earliest Open Date, Latest Open Date, CI, CI Class Type or CI Family.
Crystal Report
Service Availability and Performance Violation Report
Service type violations report for service availability and performance tickets. Filter available for created via, category, and affected end user.
Crystal Report
For the out of the box reports, see CA Service Desk Manager Reports
Options Manager
Options Manager settings can be found under the Administrative tab in the Options Manager folder. It is recommended to install the following Options Manager Options when using the ITIL Content Pack for CA SDM:
  • employee_intf_incident_support
  • catalog_server
CA Process Automation Workflows
When the installer script is run, a subdirectory is created called ‘workflows’. It contains two files.
1.) An XML file with all of the Processes, SRF’s, IRF’s, and Custom Operators required for implementation of the process.
2.) A PDF file with setup, configuration, integration, and Best Practices information. It also contains a screenshot demo of all Process Definitions ‘In Action’. Note that this content builds upon the existing ‘CA Process Automation Sample Process Definitions for CA SDM’. The chart below outlines those process definitions that are new with the Content Pack for ITIL for CA SDM, the ones that are updated for the Content Pack for ITIL for CA SDM, and those that existed previously in an OOB install of CA SDM.
Process Name
New/Updated
What it does
Request Fulfillment
New
The goal of this process is to provide a foundation for Request Fulfillment which aligns to ITIL 2011.
Change and Release Management
Updated
This process definition adds Release and Deployment Management to the existing Change Management process included in the ‘CA Process Automation Sample Process Definitions for CA SDM’. The goal of this process is to provide a foundation for Change and Release and Deployment Management which aligns to ITIL 2011. Provides the ability to manage a Change Management process for all Standard, Normal or Emergency Changes from the initial Request for Change through to its deployment and Post Implementation Review. It analyzes the ‘Type’ of Change Order and associated ‘Risk’ Level to determine what level of approvals are necessary for Change implementation. Should be called from a Change Category.
Change Management
Existing, no updates
Replaced with Change and Release Management Process Definition
Order PC
Existing, no updates
Sample building block which walks you through approval steps for and end user to raise the request and fulfill a PC Order.
Problem Analysis
Existing, no updates
The goal of this process definition is to make a decision regarding if an RFC/Change should be created for a given problem. Once the problem assignee has finished researching the problem and has a suggested solution, they will fill out this problem survey and provide a recommendation. The survey should give the approver a good idea of the impact of the problem and if it is necessary to resolve it through Change Management. The idea of a Problem Pain/Value Analysis comes from ITIL v3 and should help CA better align to ITIL.