What is CA CMDB?
A configuration management database (CMDB) is a file — usually, in the form of a standardized database — that contains all relevant information about the hardware and software components used in an organization’s IT (information technology) services and the relationships between those components.
What is CA Service Desk?
CA Service Desk Manager is a cloud-based IT service and support management solution. Primary features include change management, incident management, automation support, self-service, predefined services and workflows and reporting. The reports and business metrics can be accessed via the Ad-hoc dashboard.
What is CA Unicenter?
CA Unicenter DSM (Desktop and Server Management) is an IT resource management solution that provides functionalities of Computer Associates’ management products Unicenter Asset Management, Unicenter Software Delivery, and Unicenter Remote Control.
What is a service desk manager?
The service desk manager is responsible for managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This includes the ability to coach and develop the team.
What is ITIL service desk?
The service desk is a key function of service operation. It provides a single, central point of contact for all users of IT. Service desk staff execute the incident management and request fulfillment processes to restore normal service to users as quickly as possible.
How do I manage my service desk?
Here are some tips for making sure your service desk is set up for success.
- Create a service catalogue.
- Offer a knowledge base or self-service portal.
- Develop a culture of helping within the help desk.
- Hire good employees to retain great employees.
- Build a workflow that tracks issues end-to-end.
What is service desk process?
Process Objective: The “Service Desk and Incident Management” process aims to restore IT Services to their defined Service Levels as quickly as possible The process is also responsible for receiving and processing Service Requests, for assisting users, and for coordinating the Incident Resolution with Specialist …
What does a service desk agent do?
Service Desk Agent: 529HELP To accurately and efficiently acknolwdge and action all End-User interactions within agreed Service Levels and maintaining the required levels of Customer Satisfaction.
How do I run a service desk?
Hints & Tips to running a great Service Desk
- Develop everyone. Absolutely top of the list, make sure that you develop everyone in the team.
- Deal with problems immediately. Make sure that you deal with problems as they arise.
- Here to Serve.
- Remember your roots.
- Know the Numbers.
- Make it Fun.
What is the difference between helpdesk and service desk?
A help desk is considered to be focused on break-fix (what ITIL calls incident management), whereas a service desk is there to assist with not only break-fix but also with service requests (requests for new services) and requests for information (such as “how do I do X?”).
Is service desk a call center?
Essentially, service desks provide customer service based narrowly on IT issues, while call centers serve a much broader purpose. Service desks may fix IT problems, walk an employee or customer through how to do something on a website or software program, install upgrades, or manage data security.
Is service desk part of ITIL?
Service Desk in the ITIL Framework The service desk function is described as part of the Service Operation book of ITIL. The goal of ITIL Service Operation is to ensure that IT services are delivered effectively and efficiently.
Is the CA service desk manager ITIL compatible?
CA Service Desk is ITIL compatible and built on a scalable architecture. CA Service Desk is also included as one of the components (together with CA CMDB) of the CA Service Desk Manager solution. This product was previously known as CA Unicenter Service Desk. The full text of this page is only available to our customers.
What is the boolean flag for CA CMDB?
Boolean flag that can be set to categorize a CI for filtering purposes and to control display in CA CMDB or other products such as CA Asset Portfolio Management. By default, a CI created by CA CMDB is flagged as a CI but not as an Asset. License Information.
What can I do with CMDB web services?
Use the CMDBf Web Services to interact with CMDB. The information in this page can assist you as you plan your CMDB implementation. You can print and have the printouts handy while performing these tasks. categorize your business assets by type and assign meaningful attributes for each CI in the family.
Can a no flag be changed in ca CMDB?
CA CMDB does not allow the Asset flag to be changed to NO when an asset is managed by CA Asset Portfolio Management. Boolean flag that can be set to categorize a CI for filtering purposes and to control display in CA CMDB or other products such as CA Asset Portfolio Management.