process content packs consist of ready-to-use static pre-defined data sets. packs fill the gap...

IBM PROCESS CONTENT PACKSFOR IBM CONTROL DESK

Process Content Packs consist of ready-to-use static pre-defined data sets. Packs fill the gap between the OOTB product and a full customized services engagement. Built upon ITIL standards and real-world customer experiences, they are focused on business processes, such as Service Desk, Catalog, Hardware &

Software Asset Management and Change. Any or all of these can be installed at no cost into a customer’s system.Below is a list of items that are included in each Process Content Pack. All of these items can be used as is, or can be configured to fit customer needs.

Service Desk

Actions

Attributes

Classifications

Communication (Email) Templates

Cron Task

Domains

Escalations

KPIs

Person Groups

Priority Matrix

Queries

Report Authorization

Security Groups

Service Groups & Services

Service Level Agreements

Start Center Templates

System Properties

Ticket Templates

Workflows

Change Management

Actions

Classifications


Conditional Expressions

Domains

Escalations

Impact analysis Configuration

Job Plans

KPIs

Person Groups

Queries

Relationships


Response Plans

Roles

Security Groups



System Properties

Workflows

Hardware Asset Management

Actions

Classifications


Domains

Escalations

Job Plans

KPIs

Link rules

Locations

Organizational Settings

Person Groups

Queries

Reconciliation Task


Roles

Security Groups



Storerooms

Units of Measure

Software Asset Management

Actions

Classifications


Domains

Escalations

Job Plans

KPIs

Link Rule

Organizational Options

Person Groups

Queries

Reconciliation Task


Roles

Security Groups



Units of Measure

Service Catalog

Actions

Attributes

Catalogs

Classifications


Domains

Escalations

Job Plans

KPIs

Offerings

Person Groups

Queries

Roles

Security Groups

Service Catalog Workflow Options



System Properties

Ticket Templates

Workflows

To enable the system and begin to use the content packs data and structure, the customer should gather the data mentioned below (be sure to be conscious of which packs are being installed in your system and the corresponding data needed). For a development system a small quantity of each data set is best and can be quickly entered into the system to begin using it. As the strategy for a production system is established the loading or integration for these data sets can be

defined. Such as using an LDAP or Active Directory system for Users and People data is common. Note common data does not need to be gathered and entered for each pack, the data can be entered a single time and will be used across packs and processes,

such as users, assets, people, locations .

Service Desk

Users

People

Assets

Locations

Service Bulletins

Solutions (Knowledge Articles)

Service Catalog

Users

People

Additional Offerings

Change Management

Users

People

Assets

Configuration Items (CIs)

Blackout Periods

Change Windows


Users

People

Assets

Companies and Company Masters

Locations

Item Masters

Software Asset Management

Users

People

Additional Currencies

Companies & Company Masters

Item Masters

Licenses

Software entries in the Software Knowledgebase Tool Kit (SWKBT)

Additional Units of Measure

DATA FOR CUSTOMERS TO GATHER TO UTILIZE IBM CONTROL DESK PROCESS CONTENT PACKS

Product Base Data Values Examples

Organization This will need to include Short Id and Description FRPSCHL, Freedom Place School

Site This will need to include Short Id and Description FRPHQTR, Freedom Place School Main Campus

Item Set This will need to include Short Id and Description ITEMSET1, Item Set 1

Now that you know what data to gather, lets log into IBM Control Desk and understand where the data is stored so to prepare for how to manually add a few sets of data for the parameters you wish to use.

Note In each application it is possible to click the NEW Icon and start creating a record of each type.

Service Desk Go To Menu

Users Security > Users

People Administration> Resources > People

Assets Assets > Assets

Locations Assets > Locations

Bulletins (news) Administration > Bulletin Board


Service Desk > Solutions

Service Catalog Go To Menu


People Administration >Resources > People

Additional Offerings Service Request Catalog > Offerings

Change Management Go To Menu


People Administration > Resources > People


Configuration Items (CIs) IT Infrastructure > Configuration Items

Blackout Periods Change > Blackout Periods

Change Windows Change > Change Window Calendars


Go To Menu





Purchasing > Companies Purchasing > Company Masters

Locations Assets > Locations

Item Masters Inventory > Item Masters

Software Asset Management Go To Menu



Additional Currencies Financial > Currency Codes

Companies & Company Masters Purchasing > Companies Purchasing > Company Masters

Item Masters Inventory > Item Masters

Licenses Assets > Licenses


Administration > Deployed Assets > Software Catalog

Additional Units of Measure Inventory > Item Masters > [More Actions]

GO TO MENU PATHS FOR WHERE THE APPLICATIONSARE FOUND FOR ENTERING THE DATA IN IBM CONTROL DESK

Now that we know what data we need to gather, how to find the application in IBM Control Desk to create the data, lets learn a little or a lot about the data sets so the data is created to best represent your content.

Note It is also possible to click on the Help menu in each application as you are in the product.

**The links and customer materials provided here are broader than a single application and a single record. The links here will connect you to the IBM Control Desk customer collateral created by IBM System Matter experts. As well as to a broader view of how to move forward from a Development system to designing and enabling

production. FULL Link to Download Project Configure

https://www.ibm.com/developerworks/community/groups/service/html/communityview?communityUuid=e25892f0-20f7-46ff-bbe9-c7c03fb3036f#fullpageWidgetId=Wb33da0c91d92_4cec_a8a7_57df877f617b&file=3db5faaa-47cc-4ae8-9f86-50634fedb447

Service Desk Connection To Project Configure

Users Tab / Base Data Configuration / Task 3.2.6 and 3.2.7

People Tab /Base Data Configuration / Task 3.2.6 & 3.2.9

Assets Tab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6

Locations Tab /Base Data Configuration / Task 3.2.11 & 3.2.12

Bulletins (My News) Tab / Desk-Catalog, Inc &Prob / Task 4.1.10


Tab / Desk-Catalog, Inc &Prob / Task 4.1.6 & 4.3.8

Service Catalog Connection To Project Configure



Additional Offerings Tab / Desk-Catalog, Inc &Prob / Task 4.1.21 & 4.2.11

Hardware Asset Management Connection To Project Configure





Tab/HW Asset & License Mgmt/ Task 4.4.4

Locations Tab /Base Data Configuration / Task 3.2.11 & 3.2.12

Item Masters Tab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5

LINKS TO KNOWLEDGE FOR WHAT THE DATA SETS AREAND HOW TO CREATE THE DATA & MUCH, MUCH MORE

The other Process/Packs are on next slide !



Now that we know what data we need to gather, how to find the application in IBM Control Desk to create the data, lets learn a little or a lot about the data sets so the data is created to best represent your content.

Note It is also possible to click on the Help menu in each application as you are in the product.

**The links and customer materials provided here are broader than a single application and a single record. The links here will connect you to the IBM Control Desk customer collateral created by IBM System Matter experts. As well as to a broader view of how to move forward from a Development system to designing and enabling

production. FULL Link to Download Project Configure


Change Management Connection To Project Configure




Configuration Items (CIs)

Tab / Change – Config & Release / Task 4.1.6 & 4.2.5

Blackout Periods Tab / Change – Config & Release / Task 4.3.6

Change Windows Tab / Change – Config & Release / Task 4.3.9

Software Asset Management Connection To Project Configure



Additional Currencies Tab / Base Data Configuration / Task 3.1.2

Companies & Company Masters Tab/HW Asset & License Mgmt/ Task 4.4.4

Item Masters Tab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5

Licenses Tab/HW Asset & License Mgmt/ Task 4.1.15 & 4.5.4


Tab/HW Asset & License Mgmt/ Task 4.1.14

Additional Units of Measure Tab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5

CONTINUED > LINKS TO KNOWLEDGE FOR WHAT THE DATA SETS AREAND HOW TO CREATE THE DATA & MUCH, MUCH MORE

The other Process/Packs are one slide back !



It is hard to stop providing knowledge when one is on a roll, so here are some additional references we think you will find of value. Note it is possible to completely ignore this slide.

Now let’s get started exploring your system and what it can do. Here are some questions and answers, which provide links to many great resources!

JUST MORE REFERENCES

Check out Project Start! This Excel workbook provides the building blocks to begin to understand and plan the project for how your organization would configure and use IBM Control Desk in your business.

Project Configure provides the next step in the project ; an in-depth set of information about base setup, configurations, data loading, integrations and the information is all based on the many processes supported in Control Desk.

To collaborate with what Project Start and Configure materials provide, IBM also has created Job Aids in the Planning and Configuring Section to help answer common tactical questions that may arise when designing, configuring, and implementing IBM Control Desk.

Subject Matter Experts in IBM Control Desk have created Self-Facilitated Workshops / Designing your ITIL processes for Control desk implementation, based in MS PowerPoint which guide a workshop through some of the processes in the software.

https://www.ibm.com/developerworks/community/groups/service/html/communityview?communityUuid=e25892f0-20f7-46ff-bbe9-c7c03fb3036f#fullpageWidgetId=Wb33da0c91d92_4cec_a8a7_57df877f617b&file=3e54e005-f01d-49be-b6d5-4f6e927ac149



https://www.ibm.com/developerworks/community/wikis/home?lang=en#!/wiki/IBM%20SmartCloud%20Control%20Desk/page/Best%20Practices

https://www.ibm.com/developerworks/community/wikis/home?lang=en#!/wiki/IBM%20SmartCloud%20Control%20Desk/page/Best%20Practices

process content packs consist of ready-to-use static pre-defined data sets. packs fill the gap...

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