Service Desk Library

Service Desk History | Service Desk FAQ | How to Contribute to the SDU Wiki

• Best Practices
• Recommendations for those new to Service Desk

• Things to consider before deploying

• Migrating 6.0 to r11
• Patches

• Steps to building a R11.2 Test System
• Architecture of SDMr12.2

• Archive & Purge
• Attachments Library
• Auto-Assignment
• Change Impact Analyzer
• Configuration Items

• Data Partitions
• Events and Macros
• Notifications
• Options Manager
• Root Cause

• Scoreboard
• Security
• Service Contract
• Stored Queries
• Surveys

• Object Changes
• Object Triggers
• Sample Customizations

• Schema Changes
• Screen Changes
• Spel Reference Guide

• CA Change Management Integration with Clarity and Harvest
• CA Desktop Management Suite
• CA Workflow
• CA CMDB
• CA SupportBridge Solutions
• CA Workflow

• Unicenter Asset Management
• Unicenter Asset Portfolio Management
• Unicenter NSM
• Unicenter Remote Control
• Unicenter Software Delivery
• Unicenter Knowledge Tools
• SPECTRUM NFM

• Microsoft SMS

• Peoplesoft

• Command-Line Interface
• Computer Telephony Integration (CTI)
• LDAP Integration
• Maileater

• Portal Integration
• Single Sign-on
• Web Services

• Adhoc\Other Reports
• Crystal Reports
• MS Access
• MS Excel

• MS SQL Reporting Services
• Out-of-the-Box Reports
• Sample Queries
• Service Desk Dashboard

• Command-Line Utility Reference
• How To Reset Ticket Numbers
• Service Desk ERD (Entity Relationship Diagram)
• Service Fails to Finish Starting

• Table Reference
• Understanding Service Desk Time
• Useful Web Sites