Service Desk Manager 15 days Implementation

Document created by TMACUL Champion on Aug 14, 2015Last modified by TMACUL Champion on Aug 2, 2017
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  1. Assessment
    1. Service Desk assessment
  2. Planning -
    1. Steps what we need?
    2. Create Project
    3. Collecting Business Information
    4. Documentation
  3. Installing
  4. Configuring
    1. Configuring CA EEM
    2. Configuring CA PAM - Summary CA Process Automation 
    3. Configuring CA SDM
      1. Options Manager
      2. Security
      3. Loading information
      4. Configuring Request Incident Problem
      5. Layout
      6. Customs
    4. Configuring CA BI (BOXI) - CABI4::. Summary - BOXI for CA SDM 
      1. BOXI - Documentação sobre os relatórios nativos do CA/SDM - Brazilian Portuguese By Kleber Rogério
      2. How to do top 10 - BO/BOXI/CA BI
      3. CA BI - BOXI - Web Intelligence - Date Formats - How to change date formats - Como formatar datas
      4. CA Bussiness Intelligence: Subquery
    5. .
  5. Testing
  6. Report & Dashboard
    1. CA Xtraction::. Add folder 
    2. CA Xtraction - Creating a new dashboard 
  7. Training
    1. Official training - CA Service Desk Manager Learning Paths - CA Technologies
    2. Custom training - Your own reality based in your business
  8. GO live
    1. Hands on
  9. Maintenance
  10. next steps..... PDCA
    1. Keep going and improve the SDM

 

 

 

 

Asking help - CA Support

Before open a issue - support.ca.com ( leia antes de abrir um chamado no suporte)

 

 

Can be help:

PsTools - mirror

Process Explorer - Mirror

Download Link Liferay 6.1.2

Softwares Tools - Screenshot / Searching files / Editing text files

SupportArmyKnife1.3.jar  by Shawn Walsh

ITIL - Glossary of Terms, Definitions and Acronyms

 

 

useful for Customizing

Where can I find Spel functions documentation?

CA Tuesday Tips: Effects of doing Changes directly to NX_ROOT\bopcfg files

 

 

Useful official documents

CA Service Desk Manager Implementation Document Index - CA Technologies

 

 

 

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