Symantec SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE... Bedienungsanleitung

SYMANTEC®

ServiceDesk

Customization Guide

7.0

Symantec® ServiceDesk Customization Guide 7.0 2

Symantec ServiceDesk 7

The software described in this book is furnished under a license agreement and may be used only in accordance with the terms of the

agreement.

Documentation version 3, revised 6 May 2010

Legal Notice

Symantec, the Symantec Logo, and Altiris are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and

other countries. Other names may be trademarks of their respective owners.

The product described in this document is distributed under licenses restricting its use, copying, distribution, and decompilation/reverse

engineering. No part of this document may be reproduced in any form by any means without prior written authorization of Symantec

Corporation and its licensors, if any.

THE DOCUMENTATION IS PROVIDED "AS IS" AND ALL EXPRESS OR IMPLIED CONDITIONS, REPRESENTATIONS AND WARRANTIES,

INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NON-INFRINGEMENT, ARE

DISCLAIMED, EXCEPT TO THE EXTENT THAT SUCH DISCLAIMERS ARE HELD TO BE LEGALLY INVALID. SYMANTEC CORPORATION SHALL

NOT BE LIABLE FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES IN CONNECTION WITH THE FURNISHING, PERFORMANCE, OR USE OF THIS

DOCUMENTATION. THE INFORMATION CONTAINED IN THIS DOCUMENTATION IS SUBJECT TO CHANGE WITHOUT NOTICE.

The Licensed Software and Documentation are deemed to be commercial computer software as defined in FAR 12.212 and subject to

restricted rights as defined in FAR Section 52.227-19 "Commercial Computer Software - Restricted Rights" and DFARS 227.7202, "Rights in

Commercial Computer Software or Commercial Computer Software Documentation", as applicable, and any successor regulations. Any use,

modification, reproduction release, performance, display or disclosure of the Licensed Software and Documentation by the U.S. Government

shall be solely in accordance with the terms of this Agreement.

Symantec Corporation

350 Ellis Street

Mountain View, CA 94043

http://www.symantec.com

Symantec® ServiceDesk Customization Guide 7.0 3

Technical Support

Symantec Technical Support maintains support centers globally. Technical Support’s

primary role is to respond to specific queries about product features and functionality.

The Technical Support group also creates content for our online Knowledge Base. The

Technical Support group works collaboratively with the other functional areas within

Symantec to answer your questions in a timely fashion. For example, the Technical

Support group works with Product Engineering and Symantec Security Response to

provide alerting services and virus definition updates.

Symantec’s maintenance offerings include the following:

zA range of support options that give you the flexibility to select the right amount of

service for any size organization

zTelephone and Web-based support that provides rapid response and up-to-the-

minute information

zUpgrade assurance that delivers automatic software upgrade protection

zAdvanced features, including Account Management Services

For information about Symantec’s Maintenance Programs, you can visit our Web site at

the following URL:

www.symantec.com/techsupp/

Contacting Technical Support

Customers with a current maintenance agreement may access Technical Support

information at the following URL:

www.symantec.com/techsupp/

Before contacting Technical Support, make sure you have satisfied the system

requirements that are listed in your product documentation. Also, you should be at the

computer on which the problem occurred, in case it is necessary to replicate the

problem.

When you contact Technical Support, please have the following information available:

zProduct release level

zHardware information

zAvailable memory, disk space, and NIC information

zOperating system

zVersion and patch level

zNetwork topology

zRouter, gateway, and IP address information

zProblem description:

Error messages and log files

Troubleshooting that was performed before contacting Symantec

Recent software configuration changes and network changes

Symantec® ServiceDesk Customization Guide 7.0 4

Licensing and registration

If your Symantec product requires registration or a license key, access our technical

support Web page at the following URL:

www.symantec.com/techsupp/

Customer service

Customer service information is available at the following URL:

www.symantec.com/techsupp/

Customer Service is available to assist with the following types of issues:

zQuestions regarding product licensing or serialization

zProduct registration updates, such as address or name changes

zGeneral product information (features, language availability, local dealers)

zLatest information about product updates and upgrades

zInformation about upgrade assurance and maintenance contracts

zInformation about the Symantec Buying Programs

zAdvice about Symantec’s technical support options

zNontechnical presales questions

zIssues that are related to CD-ROMs or manuals

Maintenance agreement resources

If you want to contact Symantec regarding an existing maintenance agreement, please

contact the maintenance agreement administration team for your region as follows:

Additional enterprise services

Symantec offers a comprehensive set of services that allow you to maximize your

investment in Symantec products and to develop your knowledge, expertise, and global

insight, which enable you to manage your business risks proactively.

Enterprise services that are available include the following:

Asia-Pacific and Japan [email protected]

Europe, Middle-East, and Africa [email protected]

North America and Latin America [email protected]

Symantec Early

Warning Solutions

These solutions provide early warning of cyber attacks,

comprehensive threat analysis, and countermeasures to prevent

attacks before they occur.

Managed Security

Services

These services remove the burden of managing and monitoring

security devices and events, ensuring rapid response to real

threats.

Symantec® ServiceDesk Customization Guide 7.0 5

To access more information about Enterprise services, please visit our Web site at the

following URL:

www.symantec.com

Select your country or language from the site index.

Consulting

Services

Symantec Consulting Services provide on-site technical

expertise from Symantec and its trusted partners. Symantec

Consulting Services offer a variety of prepackaged and

customizable options that include assessment, design,

implementation, monitoring, and management capabilities. Each

is focused on establishing and maintaining the integrity and

availability of your IT resources.

Educational

Services

Educational Services provide a full array of technical training,

security education, security certification, and awareness

communication programs.

Symantec® ServiceDesk Customization Guide 7.0 6

Contents

Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Intended Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

ServiceDesk 7 High-Level Capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Relationship Between ServiceDesk 7 & Symantec Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Process Manager (ServiceDesk) Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Relationship Between ServiceDesk 7 & Altiris Notification Server (NS) Computer . . . . . . . . . . . . . . . 9

Best Practice: Keep It Simple in the Beginning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Phases in Implementing ServiceDesk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Phase 1: Process and Workflow Planning. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Step 1: Select Pieces of ServiceDesk 7 to Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Step 2: Identify Current Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Phase 2: Installation, Configuration, and Basic Customization . . . . . . . . . . . . . . . . . . . 13

Installation & Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Notification Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

ServiceDesk 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Versioning Processes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Pros and Cons of Writing to the Same Virtual Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Development Considerations When Publishing to the Same Virtual Directory . . . . . . . . . . . . . . 16

Basic Steps for Versioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

About Application Properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Restoring ServiceDesk Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Project Differential Tool. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Basic ServiceDesk 7 Customization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Editing the Core ITIL Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Verify Users, Groups, and Organizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Set Up Incident Categories (Classifications). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Verify Default Priority, Impact, and Urgency Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Verify Close Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Portal Master Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Customize the General Appearance of the Portal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Customize Form Appearance & Content. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Establish Routing (Assignment) of Incidents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Establish Service Level Agreement (SLA) Times . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Set Business Hours & Holidays . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Set Up “Follow the Sun” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Change the Frequency of the Customer Service Satisfaction Survey . . . . . . . . . . . . . . . . . . . . 37

Define Quick Incident Templates . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Define E-mail Content . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Customize E-mail Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Modify the Timespan for End-Users to Confirm Incident Resolution. . . . . . . . . . . . . . . . . . . . . 42

Add a Cube Report Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Establish Change Management Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Change Risk Assessment Participation for Change Management . . . . . . . . . . . . . . . . . . . . . . . 43

Verify Problem Categories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Symantec® ServiceDesk Customization Guide 7.0 7

Phase 3: Advanced Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Extend Data/Profiles . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

About SD.Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Extend the ServiceDesk Incident Data Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Extend the CustomerServiceSurvey Data Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Extend the Change Request Data Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Extend the ServiceDesk Problem Data Type. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Add & Customize Pages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Modify Types of Changes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Define Smart Tasks. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

Add Smart Tasks to the Initial Diagnosis Dialog Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Add to the Service Catalog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Define New Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Creating a Child Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Configure Automatic Generation of Reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Making a Report a Web Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Replicating ServiceDesk Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Create a New Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

Adding & Removing E-mail Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

Application Property for Two Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Remove an Approval Step . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Customize the Spell Checking Dictionary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Create Incidents from Other Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Notification Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Other Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Integrate ServiceDesk 7 with Other Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

Create a Web Part . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

Non-Changeable Items in Symantec Workflow Projects . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63

Scalability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

ServiceDesk 7 Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65

Symantec® ServiceDesk Customization Guide 7.0 8

Introduction

With Symantec® ServiceDesk 7 software, you can provide the level of service that your

organization expects and can afford, keeping hundreds—even tens of thousands—of

computers running efficiently, while providing new services on a regular basis.

The key is to create an organized environment that quickly responds to reported issues,

and, at the same time, advertises and provides new services to the organization. The

ultimate goal is to provide better service by automating as many steps as possible, and,

where automation isn't possible, to increase the efficiency of the people who provide the

services.

Intended Audience

This guide (particularly sections 2 and 3), is for administrative users who plan to

customize ServiceDesk 7 on their own. You can also leverage experienced consultants to

help.

Note:

It is required that you have working knowledge of Symantec Workflow in order to

perform many of the configuration steps explained in this document.

ServiceDesk 7 High-Level Capabilities

ServiceDesk 7 can be configured to capture issues electronically through e-mail or from

other applications, or through special Web-based screens designed for end-users or

technicians to log an incident. End-users receive updates on all problems that they

report. Once an issue is reported, it can be prioritized and routed to the right people who

can solve the problem and report the success back to the users and management.

ServiceDesk 7 has many automated capabilities that can drive down the amount of

human effort needed to correct issues. In other cases, where several people need to be

involved in the process, such as purchasing, installing, and provisioning a new server,

ServiceDesk 7 can provide coordination between all of the parties to help eliminate

delays and improve service levels. ServiceDesk 7 can then become a central

communication and coordination center for all of the things going on in the IT

department, and in many cases it can extend beyond IT to provide services to Facilities,

Telecommunications, Human Resources, Equipment Maintenance, and so on.

An IT process is a predefined series of steps that are executed in a repeatable way to

deliver the same expected outcome each time the process is triggered. When a company

can move from a place where IT problems are solved in an ad-hoc manner to one where

every issue is handled in an efficient and repeatable manner, cost goes down and end

user satisfaction goes up.

A workflow is the implementation of an IT process in ServiceDesk 7. Workflows are

housed in projects, built in the Symantec Workflow software.

Symantec® ServiceDesk Customization Guide 7.0 9

Relationship Between ServiceDesk 7 & Symantec

Workflow

ServiceDesk 7 relies upon Symantec Workflow software to drive the core ServiceDesk 7

ITIL processes, and the Service Catalog and Knowledge Base process. Symantec

Workflow is a critical technology to understand, as it is fundamental to the functionality

and customization of ServiceDesk 7. Most customization explained in this document is

done using this tool.

ServiceDesk 7 processes are contained in Symantec Workflow projects that are provided

by the ServiceDesk 7 installation.

ServiceDesk 7 follows a different paradigm than other helpdesk applications in that it is

driven by process, not by data. The process enforces the rules. Symantec took great

care in creating the processes, taking into account customer feedback and ITIL best

practice recommendations.

Note that changes to a Symantec Workflow project require testing and deployment to

production in order for the changes to become visible to ServiceDesk 7 users. The

instructions in this document cover the basics of deployment, but more in-depth

instructions on it and using the Debugger for testing are covered in the Symantec

Workflow documentation.

Process Manager (ServiceDesk) Database

The term “Process Manager” refers to the database that stores process data, and

ServiceDesk data such as groups, users, and permissions. The Process Manager

database is a standard part of Symantec Workflow; when you install ServiceDesk, it is

expanded to become the ServiceDesk database (however it is commonly referred to as

“Process Manager”). This database resides on the SQL Server computer.

Relationship Between ServiceDesk 7 & Altiris

Notification Server (NS) Computer

Note:

Symantec Management Platform 7.0 is the product installed on the NS computer that

manages the licensing.

Previous versions of Altiris HelpDesk used the Notification Server computer to define

business rules; now all of these are handled in Symantec Workflow. ServiceDesk 7 relies

upon Altiris Notification Server for three functions:

zLicensing information,

zIT asset locations, configurations, and historical information, and,

zExposure to the Configuration Management Database (CMDB).

It is required to have Notification Server computer up and running, and configured, prior

to implementing ServiceDesk 7.

Symantec® ServiceDesk Customization Guide 7.0 10

Best Practice: Keep It Simple in the Beginning

Out-of-the-box, ServiceDesk is intended to require little customization; use this guide as

a checklist to identify the most important aspects to customize.

Keep the initial implementation of ServiceDesk 7 simple enough for most of your staff to

understand and manage. Aim to provide the basic functionality and services needed to

achieve a reasonable amount of satisfaction, not the ultimate “end all” solution. Then,

build up the ServiceDesk 7 system over time as the support staff and the end-users

become more familiar with it.

Phases in Implementing ServiceDesk

This document organizes the process of implementing ServiceDesk 7 into 3 phases.

zPhase 1: Process and Workflow Planning (page 11)

zPhase 2: Installation, Configuration, and Basic Customization (page 13)

zPhase 3: Advanced Customization (page 46)

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