Install the ITIL Content for CA Service Desk Manager

Run the installer for one of the following instances:
casm171
Run the installer for one of the following instances:
  • Fresh installation of CA SDM ITIL content
  • When you upgrade to CA SDM 17.1, the ITIL content is also migrated, but some schema files may be missing. To rectify this issue, you need to run the installer.
Follow these instructions to run the installer.
Verify the Prerequisites
 Perform the following pre-requisite steps before running the installer:
  1. Ensure you have a functional version of CA SDM running in a test or development environment. It is not recommended to run the installer on a production instance of CA SDM without strict change control and validation testing first.
  2. Download
     
    the 
    DVD500000000001045.iso
     from CA Support.
  3. Extract the contents of the DVD.
  4. Unzip ITIL_Content_17_1.zip to the $NX_ROOT\samples folder on your CA SDM primary server and all CA SDM standby servers if using Advanced Availability.
  5. Backups will be made under $NX_ROOT \samples\ITIL_Content_17_1\<platform>\backups\<date-time> folder
    ITIL Content Backups.png
  6. Review the content included with the installer as defined throughout this document.
  7. Log files will be created under the $NX_ROOT\logs folder.
Run the Installer
Install the Content on Windows
For Conventional Environment – Primary Server Install
  1. Login to the Primary CA SDM Server.
  2. Navigate to $NX_ROOT\Samples\ITIL_Content_17_1\nt and execute setup.bat
  3. Select Run
  4. Select the appropriate option based on your server environment. For example, select 1 if you are installing onto your Primary Server:
    ITIL Conventional Environment.png
    The install will initiate and start CA SDM if necessary.
For Advanced Availability Environment
ITIL Data will be loaded only if the Primary or Background options are selected, and is executed only one time.
Complete the following steps on the original Standby Server:
  1. Login to the Standby Server. After the deployment of the ITIL Content pack on this machine, a failover will be performed and this server will become the new Background server.
  2. Navigate to $NX_ROOT/samples/ITIL_Content_17_1/nt and execute setup.bat
  3. When prompted, select option 4, for Background Server
    ITIL Advanced Availability.png
  4. Click "Y" to do fail-over during pdm_publish.
  5. On the original Background Server, now Standby Server
    1. Login to the “new” Standby Server (Former Background)
    2. Navigate to $NX_ROOT/samples/ITIL_Content_17_1/nt and execute setup.bat
    3. When prompted, select option 3 for Standby Server.
  6. On the Application Servers, 
    1. Login to the Application Server
    2. Navigate to $NX_ROOT/samples/ITIL_Content_17_1/nt and execute setup.bat
    3. When prompted, select option 5 for Application Server
Install the Content on UNIX and LINUX
CA SDM services will restarted during the deployment process, ensure that the environment variables (PATH - Oracle executables, ORACLE variables) are set in the terminal/console before executing the setup.sh file
For Conventional Setup:
  1. Login to the Primary Server
  2. Unzip the
    ITIL_Content_17_1.tar.gz
    to the
    $NX_ROOT\samples
    folder on your CA SDM primary server and all CA SDM standby servers if using Advanced Availability.
  3. Navigate to /opt/CAisd/samples/ITIL_Content_17_1/unix and execute ./setup.sh
  4. Select appropriate option based on server.
For Advanced Availability Setup:
  1. Login to Standby Server and select Option as Background server, as during pdm_publish we do failover and make this server as Background.
  2. Navigate to /opt/CAisd/samples/ITIL_Content_17_1/unix and execute ./setup.sh
  3. Click "Y" to do fail-over during pdm_publish
  4. Login to Standby Server (Former Background, Now standby after fail-over) or Application Server
  5. Select appropriate option based on server.
  • Ensure that the ITIL Content pack is deployed on the new background server. If not, perform a manual failover, using the command: pdm_server_control -b
  • ITIL Data will be loaded only in Primary and Background option. So it has to execute only once.
  • Data Extract and Load will happen only on Background and Primary Server only. Choose option carefully.
Install CA Process Automation Workflows
CA Process Automation workflows are located under $NX_ROOT\Samples\ITIL_Content_17_1\files\workflows\
Follow these steps:
Install ITIL Reports
Existing customers upgrading to CASM 17.1, can find the BIAR report located at
<NX_ROOT>\Samples\ITIL_Content_17_1\files\reports_CABI_4.x_Deprecated
.
CA Business Intelligence also includes BIConfig, a utility that can be used to add, modify, delete, and otherwise affect various BusinessObjects objects. BIConfig is generally used during a CA product’s installation or maintenance process and is run in a batch mode.
If you have migrated from CA SDM 12.9, ensure that you have installed CA Business Intelligence 4.1 SP3 for the ITIL content reports.
The BiConfig utility takes inputs from the command line and an XML file that describes the configuration updates to be performed on the Business Objects environment.
Follow these steps:
  1. Create the directory c:\BIConfig on your local machine where BOXI is installed.
  2. Copy and Unzip the contents of the BIConfig folder from the Business Intelligence Embedding Kit [<ServiceDeskManager_Installation_CD>\ca_tps.nt\CABO\biconfig.zip] to C:\BIConfig.
  3. Copy “xml_biar_import.xml” file from <NX_ROOT>\Samples\ITIL_Content_17_1\files\reports_CABI_4.x_Deprecated folder to BIConfig folder. 
  4. Edit “xml_biar_import.xml” file and specify necessary values for path of the biar file located, DB Username, DB password, System DSN (data source name) specified under Windows Administrative Tools -> Data Sources (ODBC drivers). Find the xml_biar_import.xml file under <NX_ROOT>\Samples\ITIL_Content_17_1\files\reports_CABI_4.x_Deprecated folder.
    The BIConfig utility is run from the command line, can be invoked silently, and requires the JRE. Invoke BIConfig by executing the BIConfig.bat file using the syntax and example shown below. Log messages are written to the BIConfig.log file.
    Syntax:
    biconfig.bat -h "<BOXI-hostname>" –u "<BOXI username>" –p "<BOXI pwd>" -f "xml_biar_import.xml"
    Example:
    C:\biconfig>biconfig.bat -h "itcse-r121" –u "Administrator" –p "BOXI1" -f "xml_biar_import.xml"
If you are planning to use JasperSoft Server Reports, see Additional Reports with ITIL Content Pack for CA Service Desk Manager.