IBM Control Desk - Project - Configure - V 7.6

Instructions for How to Use this Workbook/IBM Con
This section explains some general information and guidance in using this workbook, for making decision and overall suggestio
Information
Link to Project Start (for v7.6)
Using this workbook for single process
Grouping capability used in this EXCEL workbook
Making Decisions with Job Aids
Ask for Help?
Open an IBM Control Desk development system and navigate through

the UI while working with this workbook
Template Configuration Document (imbedded object to the right)
Using Collections with Knowledge Center
Define Configuration versus Customization
Process Content Packs

Enabling Development for Testing - Data sets
Preparing for Production
Description of Individual Tabs located in this workbook/guide
Tabs
Instructions & Use
Business Processes
Installation-On Premise (only)

VPN-LDAP-Discovery (SaaS)
Base Data Configuration
HW Asset and License Mgmt
Desk- Catalog, Inc & Prob (Incident and Problem)
Change - Config & Release (Configuration)
Automation
Data Loading
Integrations
Testing & Go Live
Job Aids
Visual Aids
nstructions for How to Use this Workbook/IBM Control Desk Configuration Guide
s workbook, for making decision and overall suggestions.

Details
Project Start - Focus on Planning an Implementation. You may want to use the Detailed Plan (which can be found in the detail
If you are only focused on a single process area, (example Asset Management) you can hide the other
process tabs until you may need them. It is recommended to hide them from this workbook if you will re-use
this book for further processes.
In this workbook we have leveraged the ability to group rows in individual tabs. This allows for a quick look
at certain sections while others are collapsed. If you look to the left of the cell row you will see bullets and
lines which draw down to a plus or minus which will advise if a section is closed or expanded. (see the
screen shot directly to the right here)
Planning and decisions is a major focus of setting up IBM Control Desk. In this workbook please leverage
the Job Aids that are referenced at some points. These Job Aids are also stored on the Process Automation
blog. If you need additional help, please ask for help. In Project Start (see cell D6 above) there are links and
phone numbers for how to reach Services or Sales and believe it or not... dont forget Google.
There are varying levels of help that you may want or request. As documented in the Project Start guide
(see cell D6 above) where it advises on how to contact services should you wish to have implementation
help, or sales should you need to request general help. There is also information about how to create
service requests in the Customer SaaS Support Portal.
Do not hesitate to use any of these methods to get the support you need for things as simple as how do I or
as difficult as I need an integration configured. Your success is our success.
While using this workbook for configuring the system you will find it helpful to open your development IBM
Control Desk and move between the applications and the helpful links in this workbook to gain the full
understanding of the task or application features.
If we can offer only one piece of advice this would be it: It is highly recommended you record your
configurations and solution design in the template provided or leverage one of your own standards. This
configuration document will be leveraged as you move from Development to Production and ongoing
support and upgrades of production.
When navigating through this guide, you will encounter many links referencing the IBM Knowledge Center.
Creating collections enables you to save these links in one place for quick reference and use. To refresh on
how to create and manage collections in the IBM Knowledge Center, please review this link:
Quick Info on using Collections with Knowledge Center

In the SaaS structure it is possible to configure; this means using only the tools which are available from
within the UI such as Application Designer, DB configuration or application under the platform configuration
menu. In contrast, customizations would be the impact to true XML code or things such as branding the
system with your logo, as this has to put files into customers VM which is NOT available to you as the XMLs
and files are not stored individually for customers.
Throughout this workbook you will note reference to the content that the Process Content Packs provide.
The decision to use the content would have been decided in Project Start, for fast links to that content you
can find them on the business process tab in this workbook.
As a time saver and validation point, it is not necessary to create all data (static or otherwise) in the
Development system, as this does not ensure production readiness. We recommend that in Dev, you only
create only enough data for testing and verification. For example, if the data sets such as Locations are
many, create enough for testing and then plan how to populate or load into production the full set.
This is a common practice to ensure speed of delivery for go live and on going updates and processes.
This guide is designed to get you started quickly. With that in mind it is not focused on loading extensive
amounts of data into development which would then be moved to production. The focus will be to fully
document the data sets (static data is created only 1 time in dev and prod) and to minimize the
configurations in order to ease the transition to production.
Should it be necessary to move (load) data into production such as many locations please review and
leverage the many data loading options on the Data Loading Tab.
Information for using this workbook and overall general information.

High level guidance in defining processes if they are not defined.
High level steps for the Installation of IBM Control Desk and additional products, Version 7.6 has a new
installation tooling
Step by step instructions for how to request and enable VPN, LDAP, ITIC, and a bit of discovery.
To start to enable IBM Control Desk it is necessary to enter static data (base data) typically this is done one
time in a system. This data is critical and this tab will aid in the decisions and setting it up in the system.
The asset mgmt tab enables you to understand how IBM Control Desk provides Hardware and Software
management. Provides you structure for what maybe things you want to configure, static data that supports
the processes and considerations for data loading.
Enabling a Service Desk, self service, (catalog) Incident and problem management is covered on this tab.
The understanding section connects you to how IBM Control Desk delivers on these capabilities. The other
sections move you through configuration considerations, static data entry and enabling functionality for
processes.
As with the other tabs, this tab helps you gain an understanding for how IBM Control Desk enables the
functions of change, configuration and release management. The first section is about gaining the
knowledge and understanding the follow on sections work though configuration considerations, static data
and data loading.
As users become familiar with the tool or processes mature it is common to want to increase automation
around business processes. This tab will get you started on some ways ICD can aid in that automation.
Data loading is a broad and extensive topic. This tab will advise you of some of the tools and how you could
leverage them for loading data sets. As well as what are common data sets for loading.
Several integration configurations have been put into the base code of version 7.6 ICD which use to be
available on ISM Library. This tab only focuses on those integrations where code base has been adapted in
7.6
Links and information for how to ready the system for production.
A tab that explains the individual Job Aids that were created around specific topics of interest for customers.
These job aids are designed to be used to think through processes and portions of the tool in a way that
allows for the best decision to be made.
A set of "slides" pictures to help you gain knowledge around processes and how IBM Control Desk provides
capabilities and functionality.
Business Processes
Business Processes /Requirements
With Process definition and requirements documenting, many of the same resources can be leveraged for these tasks. Thus
Summary
Best Practices Redbook - Provides Design Assistance
Self Paced Training - Provide Design Support for many of the

processes
Process Content Packs Contain Business Process Designs
Developer Works
IBM Control Desk Knowledge Center
Information Technology Infrastructure Library (ITIL)
Processes
This configuration and/or
guide does notApplication
include any configurations, recommendations or suggestions for setting up
please contact your sales team or a services organizat
1. Business Scope Definition - Validation

1.1 Project and Business processes
1.2 Business Process Design and Requirements Gathering
1.2.1 Hardware Asset Management Requirements
Page 7
Business Processes
1.2.2 Software Asset Management Requirements
1.2.3 Service Desk w/or without Self Service Requirements
1.2.4 Service Catalog Requirements
1.2.5 Service Portal on Cloud Requirements
1.2.6 Incident and Problem Management Requirements
1.2.7 Change Management Requirements
1.2.8 Configuration Management Requirements
1.2.9 Release Management Requirements
Page 8
Business Processes
Business Processes /Requirements
resources can be leveraged for these tasks. Thus the resources and How to links have been grouped here at the top of the tasks.
Links and Resources
Redbook (Start on pdf page #61, Section 2.2.3, only, focuses on all processes, Complete
Section, to pdf page 84)
Best Practices Redbook - Business Process Chapter
Foundation Training - Control Desk
Service Desk - Self Service - Training
Process Content Pack - Hardware

Process Content Pack - Software
Process Content Pack - Service Desk
Process Content Pack - Service Catalog
Process Content Pack - Change Mgmt
Self-facilitated - Workshop focused on Service Desk/Catalog/Self-Service

Where to Start - Configuration Management (CMDB)
Release mgmt. Overview - Knowledge Center

ITIL White Papers - Best Practices
ns, recommendations or suggestions for setting up Tips & Suggestions

a Service Provider system. Should you need assistance ,
ase contact your sales team or a services organization.
Documenting an implementation purpose, goals, and map the high-level processes to IBM
Control Desk capabilities enabled the project team and organization to ensure project focus.
These Tasks identify which processes you may be using and allow you to conduct any
requirements gathering as necessary. While thinking through the decisions being made in
reference to these requirements, read through the Job Aids as you deem necessary. At the
bottom of this page, there is a list of the Job Aids, short descriptions and corresponding
processes. Use these descriptions to determine if they are relevant to your environment, and
read accordingly.
If requirements are documented and ready and have been compared to the product
functionality then this section can be skipped.
Consider the full life cycle of Asset management and how it may interlock to other tools or
processes within the business, such as a procurement system.
Page 9
Business Processes
Software asset management can be overwhelming, consider the maturity of a task within the
software management flow and determine how you might improve the lowest maturity. Or
focus on Audit readiness first.
Determine the methodology of the service desk, such as ticket deflection, recording of all
requests, fulfillment or automation, to ensure focus of service desk process implementation, as
it is easy to get lost trying to do everything.
Ensure agreement of what a service offering or service is before establishing a catalog.
Understand how your users will "use the catalog" so as to present the offerings successfully.
With the release of 7.6 IBM Control Desk, the new functionality of the Service Portal on
Cloud can be leveraged in the functions of "ticketing" it is recommended to discuss the
approach and options for enabling Service Portal on Cloud when reviewing the business
processes for Service desk and Self-Service
Both processes are part of the ITIL framework, if the business has yet to adopt ITIL or is still
adopting the framework these processes can strongly improve customer support and
experience. Adopting Problem management is often a phase two approach if it is not currently
enabled within the business.
Change management processes can be very comprehensive and elaborate, be sure to start
simple before adding unneeded complexity.
Configuration Management is typically the foundation to change management, while Change
can roll out with out Configuration management the strength of leveraging them together is
proven. Ensure to understand what Configuration items need to be managed before you begin
the design of configuration management processes.
Release management is best leveraged when change and configuration are enabled and is
often a secondary phase. This allows you to ensure that the integrity of the production or (live)
environments are protected and that the correct components are released to the systems.
Page 10
Business Processes
ed here at the top of the tasks.
Notes
Page 11
Business Processes
Page 12
Installation of Products (On Premise)
Installation is focused on the high level steps for Development, these steps will likely be
2. Install and Prepare Products for Configurations - Development Environment
Note: At ANY time if you have questions or are having problems, please contact your IBM Repre
2.1 Follow these Steps

2.1.1 Best Practices for system performance
2.1.2 Server Identification (Prerequisite)
2.1.3 Install IBM Control Desk
IBM Tivoli Integration Composer (ITIC) (Optional)
2.1.4
IBM EndPoint Manager or IBM BigFix (Optional)

2.1.5
Install Cognos (Optional)
Cognos Prerequisites (Optional)
2.1.5.1
2.1.6
2.1.7
Download IBM Java Software Development Kit 6.0
and install it on the Integration Composer servers
Software Catalog (SWKBT) (Optional)

2.1.8 Import the Software Knowledge Base Toolkit catalog
(SWKBT) (Optional)
Follow these Steps

2.2
Install VPN Locally > ONLY if enabling Service Portal on Cloud
You must install a VPN if you are connecting with a IBM Service Portal on Cloud system.
2.2.1 Place request with IBM DevOps for VPN
2.2.2 Establish or ensure Connection with VPN (tunnel)
2.3 Documentation
2.3,1 Update the Configuration documentation provided
on the Instructions tab
ALERT: These Steps would be repeated for the Production In

Installation of Products (On Premise)
on the high level steps for Development, these steps will likely be repeated for setting up production system.
evelopment Environment
questions or are having problems, please contact your IBM Representative who can discuss options to ensure success.
Tips & Suggestion

Small, medium, and large organizations implement Cloud & Smarter Infrastructure service management products
in increasingly complex ways. For many customers, Cloud & Smarter Infrastructure service management products
are now a global, enterprise-wide implementation that is in use by thousands of users.
The larger and more complex the deployment of Cloud & Smarter Infrastructure service management products is,
the more challenging it is for you to keep Cloud & Smarter Infrastructure service management products performing
well for your users. The settings in the paper in the link provided can be used as a guideline or as a starting point
for best practice, and then monitored and tuned to your specific environment.
Identify and ensure that you have servers on site that meets the hardware and software requirements of all
components and software.
Control Desk 7.6 now installs utilizing Rational Installation Manager
Provides requirements checking, Prerequisites installed as needed, Utilizes Common Launchpad, similar to other
IBM products, One stop for docs and all install/configurations
The IBM Tivoli Integration Composer is used to import discovery data into the database of IBM Control Desk. It is
essential when using any type of discovery tool, IBM or others.
An updated version is released with IBM Control Desk 7.6, ITIC version 7.6
IBM EndPoint Manager has been re-named back to IBM Bigfix,. There is not a requirement to install Bigfix unless
you plan to use it as part of the overall asset and discovery solution
Only functional for 7.6 version of IBM Control Desk. There are several steps to the installation and configuration of
Cognos with IBM Control Desk. Be sure and review the steps before beginning the installation and set up. On the
Visual Aids tab there is a diagram for how cognos interacts with IBM Control Desk.
Install and configure HTTP Server

Install IBM Cognos BI Server 10.2.1 + Fix Pack
Choose Security Authentication Method > LDAP or Active Directory
MXCSP (Maximo Custom Security Provider)
Install and configure a database client on Cognos server to connect to the Control Desk database. For example, if
your ICD server is running on DB2, then you need to install a DB2 client on your Cognos BI server.
Recommended Java version: IBM Java 1.7.0
To download this kit, follow the link in the next cell and click on the link that says "IBM Java Software Developer Kit
Install Information" and follow the links to download IBM Java Software Development Kit 6.0.
The Software Catalog provides a list of all software that can be discovered and licensed in the environment. In
order to have an up to date software catalog, you can download the IBM provided "Software Knowledge Base Tool
Kit".
ALERT: This is only necessary if you are using TADDM or IEM-SUA.
For importing software catalog data into Control Desk, external services are configured that use inbound
asynchronous communication. Control Desk provides an XSLT transform for each object structure defined.
You will want to review the links provided before proceeding.
Tips & Suggestion
al on Cloud
M Service Portal on Cloud system.
It is necessary to request both the Service Portal software and the VPN, This task is for the VPN request
This is a one time event.

A. Customers request email received by ICD dev ops team
B. Dev Ops initiates conversation with customer, and Gather any information needed to validate customer
entitlement
e.g. Customer name, customer number, license part number, etc.
Get agreement on Terms & Conditions
Gather any needed system information
C. Communicate requirements and describe upcoming steps
D. Entitlements are confirmed & agreements are documented
The information for connectivity and settings, is vital data that should not be lost or forgotten. This will be critical to
long term interactivity with the system in SaaS.
ALERT: These Steps would be repeated for the Production Instance Install.
ess.
How To
Best Practices for System Performance 7.5.x
Review the installation Guide for each

product
ICD Installation Guide
ICD Installation Guide - Specific steps for ITIC install

Installing on UNIX
Installing on Windows
ITIC Hardware and Software Requirements
Installing BigFix on Windows
Installing BigFix on Linux
IBM Cognos BI Version 10.2.1 Installation and Configuration Guide
Maximo 7.6 Cognos BI Server Integration Guide
The Cognos supported matrix for version 10.2.1

IBM Java Software Developer Kit Install Information
Managing the Software Catalog pdf pgs 175-176, section 4.2.2

Importing Catalog
Import the IBM software catalog pdf pgs 176-179, section 4.2.2.
How To
1. Customer navigates to the new Service

Portal on Cloud page
2. Customer clicks on the Request Service
Portal on Cloud link, and opens a new email
in their email tool with a to, subject, body
prefilled
Request Service Portal On Cloud

VPN - IBM Tivoli Integration Composer (ITIC) - LDAP - Discov
2. Understanding VPN, LDAP, Discovery with ITIC
With a SaaS implementation the install of the product is installed for you. However there are several ite
interact with the SaaS system. With Discovery and LDAP connectivity there are prerequisites to getting m
tasks. Thus the resources and How to links have been grouped here
Note: At ANY time if you have questions or are having problems, please contact your IBM Repr
2.1 Summary
2.1.1
Virtual Private Network
2.1.2
IBM Tivoli Integration Composer (ITIC)

2.1.3
Software Catalog (SWKBT)
Follow these Steps

2.2 Install VPN Locally (one time)
You must install a VPN if you are doing any integrations or connecting with any data that is in any system that is not in t
order that they are presented.
2.2.1 Identify and ensure that you have a server on site in

which to install ITIC that meets the hardware and
software requirements.
2.2.3 Download IBM Java Software Development Kit 6.0

and install it on the Integration Composer servers
(identified in 2.2.1)
2.2.4 Create a Service Request in the SaaS Support Portal
to obtain connection parameters for your Development
and Production databases.
2.3 Development Environment (DEV)

It is highly recommended that you complete the discovery activities on your Development environment before moving o
below in the order they are presented.
2.3.1 Download ITIC from with in your IBM Control Desk
User Interface
2.3.2 Install ITIC on to the Development server identified in

2.2.1
2.3.3 Perform any preliminary configuration tasks that are
required for the adapter that integrates your data,
using the link on this row for locating your specific
settings.
2.4 Deployed Asset Data Mapping in Development

Follow the instructions in this section if you are using a Dis
ALERT: You will repeat these steps for Production Take Special note of any specific s
2.4.1 Define data sources connection for the source data

and for the target data
2.4.2 Import out of the box ITIC mappings
2.4.3 Execute mappings
2.5 Actual CI Data Mapping in Development

Follow the instructions in this section are ONLY if you are planning on using a Configuration
Before embarking on this, ensure that you understand what items are present in your IT Environment and narrow
manage.
ALERT: Do not activate CI types or import actual CI data until you have made the decisions a
These steps will be repeated for production take note of any data items o
2.5.1 Copy the TADDM client jar files
2.5.2 Define data sources

2.5.4 (Optional) Execute CI Type mapping
2.5.5 Activate CI Type

2.5.6 Set Actual CI Depth in CCMDB.properties
2.5.7 Execute Actual CI mapping
2.6 Production Environment (PROD)

The following steps are very similar to the steps completed in the Development environment using the steps above.
ALERT: Only if the discovery in your Development environment was successful, complete these steps in the Productio
2.6.1 Point the ITIC installation to the PROD server
2.6.3
2.6.4 Execute the discovery tasks noted in sections 2.4 and

2.5 should all be repeated for the production
environment.
2.7 LDAP Integration (PROD)

If you are integrating with Active Directory, please gather the information in the rows below. Keep in mind that you must
2.7.1 Retrieve the following information:

2.7.2 Type of LDAP server
2.7.3 Host IP
2.7.4 Port (389/636)
2.7.5 Base distinguished named (DN)
2.7.6 Bind distinguished name (DN)
2.7.7 Bind Password
2.7.8 SSLEnabled
2.7.9 **Proceed to next step when you have gathered the
above data. **
2.7.10 ICD system ID to use for testing & configuration
2.7.11 To complete the LDAP integration it is necessary to>
Follow these Steps

2.8 Cognos Set-up with SaaS ICD
In order to enable the Cognos reporting with IBM Control Desk SaaS instance there are several noteable steps.
Enablement of Cognos Reporting (Optional)

2.8.1 Request install of Cognos
2.8.3
Cognos Notable Prerequisites (Optional)
2.8.4
2.9 Documentation
2.9.1 Update the Configuration documentation provided
on the Instructions tab
N - IBM Tivoli Integration Composer (ITIC) - LDAP - Discovery
f the product is installed for you. However there are several items that are necessary for you to install or set up if you wish to
very and LDAP connectivity there are prerequisites to getting moving, many of the same resources can be leveraged for these
Thus the resources and How to links have been grouped here at the top above the steps.
estions or are having problems, please contact your IBM Representative who can discuss options to ensure success.
Links and Resources

IBM Software as a Service (SaaS) instances run in the cloud as virtual machines (VMs). To transfer data
between a local network and the IBM Cloud environment, some SaaS features require a site-to-site virtual
private network (VPN) tunnel. All integrations must be supported by this VPN. In this guide, we specifically
address IBM Tivoli Integration Composer, discovery tools (IBM EndPoint Manager (IEM)and Tivoli Application
Dependency Discovery Manager (TADDM) and Active Directory (LDAP).
The IBM Tivoli Integration Composer is used to import discovery data into the database of IBM Control Desk. It
is essential when using any type of discovery tool, IBM or others.
The Software Catalog provides a list of all software that can be discovered and licensed in the environment. In
order to have an up to date software catalog, you can download the IBM provided "Software Knowledge Base
Tool Kit".
Tips & Suggestion
or connecting with any data that is in any system that is not in the IBM SaaS cloud. Please follow the steps below in the
One server is needed. However it is possible have several should you wish to isolate your development
system from production.
This is a one time event. Please fill out the form that you may receive in your Welcome Kit and create a
Service Request in the SaaS Support Portal (link provided next cell). Ensure to attach the form to the Service
Request.
When implementing a SaaS environment, try to configure the VPN to work with all integrations that you
anticipate. Changes that occur after the initial VPN configuration may have to be staged during IBM SaaS
planned outage windows (occur ever two weeks).
To download this kit, follow the link in the next cell and click on the link that says "IBM Java Software Developer
Kit Install Information" and follow the links to download IBM Java Software Development Kit 6.0.
y activities on your Development environment before moving on to your production environment. Please follow the steps
Steps for Downloading IBM Tivoli Integration Composer (ITIC) from within IBM Control Desk:
1) Navigate to your instance of IBM Control Desk
a. This can be DEV or PROD environment, But this step as noted is for Development
2) Login as an administrative user
3) Use the Go To menu to navigate to Administration> Download Tools
4) Choose the Windows or Linux sub tab, depending on the server you are installing ITIC onto.
5) Once you have chosen your platform, click on the ITIC download and say OK to the prompts to download
the software.
If you are using either IBM Endpoint Manager (IEM)or IEM-Software Usage Analysis, you must configure your
adapter accordingly.

You will want to review both links before proceeding.
Follow the instructions in this section if you are using a Discovery tool.
these steps for Production Take Special note of any specific steps and data items that may be notable.
The connection information for the target database (ICD database) should have been obtained as a result of
step 2.2.4.
In the link provided,

ALERT: please ignore the section about deleting last scan history, this only happens rarely.
After this step, your data import is complete.
section are ONLY if you are planning on using a Configuration Item Discovery tool (such as TADDM).
tand what items are present in your IT Environment and narrow down the list to the items and attributes that you want to
manage.
es or import actual CI data until you have made the decisions about which CIs you intend to manage.
ps will be repeated for production take note of any data items or specific settings.
These TADDM client jar files must be copied into ITIC at ITIC install and these should be copied into ITIC
again if ever TADDM is upgraded.
The connection information for the target database (ICD database) should have been obtained in step 2.2.4.
This type mapping is provided out of the box in ICD. Most customers will not have to go about executing these
mappings. However, in some situations you will have to follow the steps to execute the CI Type mapping.
ALERT: This is a very important step, as you must be knowledgeable about your Configuration Item (CI) types
and how deep this data should go within your system.
It is not recommended to import ALL the data from TADDM into your Control Desk system, as it collects
millions of CIs, ICD only needs a subset. To understand which CIs should be added to your system, we highly
recommend reading about Actual CIs in the Best Practices in the Redbook.
When you have established the CI Depth, then Proceed with this step!!
In the link to the left,
ALERT: ignore the command that says "Command Line" and replace that with the command:
executeMapping.bat for Windows executeMapping.sh on UNIX.
ed in the Development environment using the steps above.

nment was successful, complete these steps in the Production environment.
ALERT: IF you have two ITIC servers instead of 1. Then proceed through these steps. IF not Skip to step 2.
1) Navigate to ITIC in your DEV environment and move the ITIC folder from the DEV machine to the PROD
machine
2) In the fusion.properties (ITIC Installation Folder\data\properties\fusion.properties), change the URL to point
to PROD server
3) Change target data source to be your PROD database credentials
4) BE AWARE: You will lose all your data source and mapping information, so you will need to repeat the steps
defined in the steps in section 2.2 and/or 2.3.

You will want to review both links before proceeding.
These steps are a repeat from above.
the information in the rows below. Keep in mind that you must have already established your VPN connection.
e.g. Microsoft Active Directory

Ensure that this is your production IP
e.g. ou=accounts, dc=xxx, dc=com

Principle User, to query AD
Password for above
This ID should exist in both the initial (pre-AD) SCCD users list, with maxadmin equivalent permissions, and
the AD server; it allows the team to do initial setup and, once AD is initially configured, connect via AD to verify
AD is working and finish the configuration.
Best Practice: At least one client user should have similar configuration to ensure they can connect and
administer SCCD after AD is configured. Once AD is configured and the client should disable the
testing/configuration user.
Create a Service Request In the SaaS Support Portal with all the information retrieved for 2.5.1-2.5.9 included
with the ticket. This will enable IBM Dev Ops to complete the final integration steps.
ALERT: Additionally Request in the Service request that Devs ops configure the VMMSYNC cron task setup.
It is also possible to configure the VMMsync yourself if you choose to.
Tips & Suggestion
Desk SaaS instance there are several noteable steps.
Only functional for 7.6 version of IBM Control Desk. There are several steps to the installation and
configuration of Cognos with IBM Control Desk. Be sure and review the steps before beginning the installation
and set up. On the Visual Aids tab there is a diagram for how cognos interacts with IBM Control Desk.
upon request IBM Dev Ops team will install Cognos instance for use with customer install of ICD. Using the
SaaS support portal create a request for the Cognos to be installed
The Report Designer for Cognos would need to be installed by the customer (You) on premise, on hardware
and will require the use of the VPN to connect to the backend systems of ICD on SaaS.
Install and configure HTTP Server

Install IBM Cognos BI Server 10.2.1 + Fix Pack
Choose Security Authentication Method > LDAP or Active Directory
MXCSP (Maximo Custom Security Provider)
Install and configure a database client on Cognos server to connect to the Control Desk database. For
example, if your ICD server is running on DB2, then you need to install a DB2 client on your Cognos BI server.
Recommended Java version: IBM Java 1.7.0
Additional information
The information for connectivity and settings, is vital data that should not be lost or forgotten. This will be
critical to long term interactivity with the system in SaaS.
f you wish to
aged for these
cess.
VPN
ITIC
Managing the Software Catalog pdf pgs 175-176, section 4.2.2
How To
ITIC Hardware and Software Requirements
SaaS Support Portal
IBM Java Software Developer Kit Install Information
SaaS Support Portal

Installing on UNIX
Installing on Windows
Adaptor configuration requirements
Importing Catalog
Defining IEM data source connections
Create a mapping
Execute a mapping
Copying the TADDM client jar files
Defining TADDM data source connections

Create mappings
Execute Mapping for CI Types
Activate CI Types
Starting with Actual CIs pdf pgs. 252-263, section 5.2.2
Execute Mapping for Actual CIs
Importing Catalog
SaaS Support Portal
Configure VMMSync
How To
SaaS Support Portal

3 Static Data Defining and Setup
Processes and/or Application

3.1 One time Data Setup
3.1.1 Decision Point: Multi-Organization
and/or Multi-site
3.1.2 Currency
3.1.3 Company and Item Sets
3.1.4 Create Organization(s)
3.1.5 Create Site(s)
3.1.6 GL Component Structure
3.1.7 GL Account
3.1.8 Company Financial Periods

3.1.09 Configure SMTP server and system
email address
3.1.10 Organization Setting: Auto

numbering
3.1.11 Learning about ICD out of the box

BIRT reports
3.1.12 Publish BIRT Report Pages

3.2 Cross Process Configurations
3.2.1 Understanding Security Groups
3.2.2 Duplicate the MAXADMIN

(administrative) security group
3.2.3 Authorizing security group
reassignment for users
3.2.4 Application Access for Security

Groups
3.2.5 Additional Authorizations for

Security Groups
3.2.6 People and Users
3.2.7
3.2.8 Adding users to Security Groups
3.2.9 Person Groups/ Owner Groups
3.2.10
3.2.11 Locations
3.2.12
3.2.13 Classifications/ Attributes

3.2.14 Communication templates
3.2.15 Services And Service Groups
3.2.16 Queries
3.2.17 Start Center Templates
3.2.18 Assigning start center templates to

security groups
3.2.19
Process Request Application

(retiring)
3.2.20 Update Organization Settings

3.2.21 System Configuration
3.2.22 Domains
Setup Tasks
Since Base data is leveragedNote these

across the tasks are noted
processes in the order
and product, in which
be sure that you will want
the data to actionsupported
constructed them. current and future
processes to be used in IBM Control Desk.
*To ensure documentation, be sure and record the values you decide on for these parameters in the Configuration Document p
Tips & Suggestions
The decision about whether to have a multi-organization and/or multi-site ICD system is
based on many factors, including GL account structure, data fencing etc. The Job Aid
provided can help determine whether you need to delve into a multi-organization and/or multi-
site environment or whether it's best to have only one. Many smaller customers are better off
having only one org and site so that they do not have to switch between the sites within the
tool. When you have decided, the implementation instructions and additional information is in
3.1.4 and 3.1.5.
The USD is already stored out of the box in ICD. If you will be using any other currencies than
USD, you can configure additional currencies using the instructions provided.
Company set defines a list of companies that can be used to gather information to be used by
one or more organizations. Item sets define a set of items that are available to the
organizations. These are required configuration and they can have very generic names.
An organization is typically a financial entity in an enterprise in which all financial transactions

are maintained in one base currency. The organization is the basis to the entire system.
Site is typically a facility in an organization where work is managed. Sites do not always
correspond to certain physical locations. Sometimes it is better to have one site and
differentiate physical locations through the locations application. Multiple sites should be used
if there are concerns about separating data.
The component structure of the General Ledger account can consist of cost center, activity,
resource, and/or element. You may want to check with your accounting department to find out
your current GL structure and create the GL structure accordingly. There are a few additional
steps in conjunction with the configure link in column F: Before you have completed the steps
outlined in the configure link, under "More Actions" click "Manage Admin Mode" and turn
admin mode on. After you have completed the steps outlined, click "Apply Configuration
Changes". After the changes have been applied, click "Manage Admin Mode" again and turn
admin mode off.
A General Ledger clearing account is used for transfers among organizations. While an asset
is in transit between two organizations, the associated cost must be put into a clearing
account because it is not being used by either organization. If you are not leveraging any
purchasing, we recommend that you still use the GL component structure that your company
uses. This is just in case you want to use GL accounts with ICD in the future, you will be able
to do so.
All transactions must be within a valid financial period that is specified in this step. This is a
necessary step, and the financial periods should always be kept up to date.
Whoever is specified as the administrator of the system will get the emails if there is a
problem with the system. The outgoing email is set up out of the box and should work
immediately.
If you would like Email Listener to be able to receive emails from anyone not just verified
users, navigate to System Configuration>Platform Configuration>System Settings and set the
mxe.lsnr.validateperson property to 0 (false). Please note that this will make your system
more vulnerable to spam and garbage tickets.
ALERT: In order to use the LSNRBP Workflow, you must go to the workflow application and
enable and activate this workflow!! (system configuration platform configuration workflow
designer)
Auto numbering is a common organization setting that customers want to do. It specifies
whether you want to have a prefix in front of any of the numbers (for instance, for work
orders: WO1234). Additionally, it can specify at what number you would like the auto
numbering to begin. Please note that if you do not know which level to choose to find the
application you are interested in, just browse through all of the levels to find what you are
looking for.
BIRT stands for Business Intelligence and Reporting Tools. It is an open source software that
is meant to provide reporting and business intelligence capabilities to rich client and web
applications. In order to understand which reports you would like to utilize and publish in your
production system, it is helpful to know what reports are included in the out of the box system.
Please check out the appendix provided for more information about the out of the box
reports.
In order to make the reports accessible to users of ICD, desired reports must be published.
Publishing report pages allows application developers to easily design and integrate reports
into applications. We recommend you only publish reports that you intend to use, so as not to
overwhelm the user with reports that are not useful within your system.
The information provided below is fundamental to understanding IBM Control Desk. These ideas span across several processe
the tool. As you move through the rows, be sure to understand what and why each item is included. Many of the configurations
be done on the process tabs for specific data creation.
Tips & Suggestions
Security access is based on security groups. You configure security groups to provide narrow
access or broad access to applications, sites, and labor. You can also provide access to
general ledger components, approval limits and tolerances. Security groups are tightly
interwoven with the different processes and roles within those processes. For instance, you
may have a Security Group that corresponds with the Service Desk Analyst and gives them
access to the applications, start centers, labor, catalogs, and sites that allows them to do their
job properly.
A best practice we recommend is to is to duplicate the MAXADMIN security group and name
the duplicate something like SUPERUSERS and use this group for completing any
administrative work and configuration within the system. This way you will preserve the
Maxadmin security group. Please note that you should still use the maxadmin user for any
database configuration.
If ever you are trying to assign a user to a security group and cannot do so, you may not have
the authorization needed. The link will walk you through the steps so that you are able to
reassign.
If you are using the Process Content Packs, you should check out the applications that they
are being allowed to see if it lines up with your processes and make changes accordingly. We
recommend that you duplicate the groups and rename them, so that you have the original
group to fall back on if you would like to restart. A good way to explore the application
permissions for a certain security group is to create a "test user" in your development system
and move this user into a security group and then sign in as that person to see what their ICD
screen would look like and what they would have access to. Please note that all users will be
a part of the MAXEVERYONE and sometimes the MAXDEFLTREG group.
If you need to specify certain labor, GL components, catalogs, storerooms etc. for security
groups, please access the link provided.
Users and people are closely related. Every user record (human who signs into ICD) must
have a person record associated with it. However, a person record could refer to any human
referred
Once yourto users
within have
the system but thistohuman
been added mightthey
the system, not necessarily be a user
should be added of the system.
to Security Groups
so that they can access the proper applications, sites, labor, catalogs etc. within the system. If
you have integrated with LDAP for your production system, many times the users will already
have been added to the security groups through that integration.
A person group is a list of individuals with similar job responsibilities, levels of authority, and
security clearances. Person groups are often referred to as "Owner Groups" across the tool.
When deciding on person groups, try to consider them as work queues, or teams of persons
responsible to deliver or work on records. When person groups are defined, responsibility for
records such as tickets and work orders, can be assigned to a group. A person group can
also receive a record routed by a workflow process.
*Person Groups do not have status so be sure and define them well before use.
In the Locations application, users can create locations for virtual and/or physical sites or
areas and can be organized into hierarchical or network systems. Locations can be used
across ALL processes within ICD, so the location structure must be planned accordingly.
Locations canisbecross
Classification physical locations
product thus it(i.e.
is aBuilding A or to
critical item New York works
ensure City), or they processes
across can be virtual
and
the business flows.
Attributes define some characteristics of the classification, such as which processor is used if
the classification is Computer.
There is a classification structure provided in the Process Content Packs, that could be
reviewed/used or set as an example.
It is highly recommended to design and establish a complete classification structure for cross
processes at the start of a project to ensure classifications are reusable and support reporting
and all data sets. Classifications are used throughout the tool and thus many processes can
influence the classification structure. IBM too adds to this chaos by providing data sets in
Process content packs, knowledge center and developerworks. To simplify your focus try and
leveraged the process content packs classification structure as it was designed cross
processes. You can ALWAYS add to the structure for several additions that are needed
specifically for your process. Otherwise think cross process if you will use the full use of IBM
Control Desk.
Communication templates are used to send emails to a specified individual or group of
people. They can be created to send to person groups, roles within ICD, or individuals and
can pull contextual information from the database. Communication Templates provide a
template/base the tool to send out communications. These are also used in conjunction with
escalations to provide automation. For instance, an email could be automatically sent to the
owner of an asset if they need to bring the asset in for a refresh. ICD comes with many out of
the box communication templates that are used to send emails to roles, person groups or
individuals at certain times. It is recommended that you browse through the current
communication templates in the system and identify the ones that may be useful for your
organization. You may want to tweak the wording of the template and change the "send from"
email address to fit your organization.
Many businesses want to link or connect tickets or work to services they support such as the
common example of email or providing database management and control. It is
recommended
Queries enableyou youreview howlist
to quickly your business
a subset defines
of data andservices or reuse
save it for groupsbyofaservices before
single user or
many. Note that the development content provides many out of the box queries as you can
see first through knowledge center, these are easily created to meet your needs for exact
queries you may wish. NOTE and Caution on queries, many customers complain about the
fact users create PUBLIC queries that are useless to others. Be sure and train or take away
the security control for users to create queries until you are sure they understand the
functionality.
Queries provide a great way to support result sets for the start centers and ensure data
visibility to users, when leveraged through strong control of creation.
Queries created by users can only be deleted by the creator, which can be a problem if they
create many public queries and then depart. There are scripts that can be run for deleting,
should this occur.
Start Centers help focus users on work that is assigned to them or groups they are a member
of. Configuring start centers with predefined portlets and result sets allows for this focus.
Each Start Center is based on a template for the security group to which you are assigned. If
you belong to more than one security group, you might see more than one tab. You can use
the queries above to create result sets on Start Centers.
After you have created the Start Center templates, you should ensure that the security groups
have start centers assigned. If it's an end user group, you can assign a start center or the self
service center as the landing page.
Today in IBM Control Desk there is an application called Process Request, it is being retired
from a development stand point. Because of this it s HIGHLY recommended that it not be
used unless it is absolutely necessary for configuration audits. It is strongly recommended to
deactivated all the workflows that have to do with Process Requests so that no requests are
generated through the workflow conditions that exist. Should you not do this it is possible for
records to be created with out knowing it.
There are many settings stored beneath the organization. These settings include decisions
about all the applications within your instance, such as work order editing rules, work order
work types, various asset options, SLA options, workflow options etc. You should be sure to
check out these organization settings as most of them have to do with how the system
responds process-wise. To get to these options, navigate to the organization
(Administration>Organization) and click the organization that you created. The options should
be within the organization on the left side. The best way to know whether you need to alter
these settings is to look at them as you work through your processes.
Configure system-wide settings based upon your business requirements. There are many
options and settings that live in the Systems Configuration section of the tool. For instance,
you set one of those settings in the system configurations for setting the email administrator.
There are many others options that live in the system configurations, such as email listener,
database configuration, workflow, actions, escalation, roles etc. Several of these things you
learned about on this tab. There is no reason to go through and make those changes at the
start, rather they might come in handy in the future as you progress through this worksheet
and beyond.
Some fields in the system are associated with select value lists from which users choose an
appropriate value. These lists of defined values are known as domains (sometimes referred
to as value lists). The system uses many domains in its applications. Domains can be altered
in situations where the user wants to specify or add to a pick list in a field.
awant to actionsupported
constructed them. current and future
rameters in the Configuration Document provided.

Understanding Configuration
Multi-Organization &/or Multi-Site considerations
Currency Understanding Currency
Company and Item Sets UnderstandingCompany and Item Sets
Create Organization Understanding Create Organization
Create Site(s) Understanding To create a site, ensure you are

still within the organization
created above and choose the
"Site" tab. Choose "New Row"
and add a site name and
description and click the "Active"
box to activate it.
GL Component Structure UnderstandingGL component structure
Understanding GL Clearing Accounts GL Clearing Account needed to Activate Organization
Financial Periods
SMTP Server Set up
Navigate to
Administration>Organization and
choose the Organization for
which you would like to set up
Auto numbering. Once in the
organization, choose the Auto
numbering Setup link under
"More Actions" on the left side.
Choose the level at which you
will set your auto numbering.
Working with Reports Control Desk Reports pdf page 747, Appendix B ICD Reports
Reports pdf page 132, section 3.2.12
These ideas span across several processes within

em is included. Many of the configurations should
Understanding Configuration
Configuration of Security Groups and Structures Understanding
Adding Users to Security Groups

Authorizing Security Group Reassignment
Security Groups and Access to Applications

Application
and Sites
Privileges for Security Groups
Configuring Security Groups
Understanding Users Adding Users

Understanding People
Adding Users to Security Groups
Understanding Person Groups Creating Person Groups
Understanding Locations Creating Locations

Understanding Status of Locations Creating Systems for Locations
Classifications pdf pgs. 110-113, Chapter

Classifications
3 pdf pgs. 110-113, Chapter 3
Classifications Job Aid

Communication Templates Understanding
Creating Communication Templates
Service and Service Groups Create Service Groups

Create Services
Query information To save a query, choose the drop
down menu and choose "Save
Current Query" as seen in the
screenshot to the right.
Basic searching for Queries

Understand Start Center Templates Modify Start Center Templates
To Assign a start Center use the Security Overview

Security group application and select
the group and in the start center field
select the appropriate start center.
Working with Domains
4 IT Asset Management or Software Management Processes

4.1 Understanding Asset Management
Managing Assets
4.1.1
Controlling Inventory as part
of Asset Management
4.1.2
IT Asset Lifecycle definition
4.1.3
Classification
4.1.4
Item Master
4.1.5
Asset (Authorized Asset)
4.1.6
Relationship between Items
4.1.7 and Assets
Rotating vs. non-rotating
4.1.8 assets
Storerooms
4.1.9
4.1.10 Locations definitions and
uses
Deployed Assets
4.1.11
Deployed Asset vs.
Authorized Asset
4.1.12
Reconciliation process with
authorized and deployed
4.1.13 assets
Software Catalog
4.1.14
Licenses
4.1.15
Relationship between Items
4.1.16 and Licenses
Reporting for License Use
4.1.17
Self Service Center
4.1.18
Work Order
4.1.19
Job Plans
4.1.20
Service Request
4.1.21
Contracts
4.1.22
Purchase Orders (PO)
4.1.23
Purchase Requisitions (PR)
4.1.24
Receiving
4.1.25
4.2 Deliverable: Design Documentation
After navigating through the resources in the rows above, you should have the rudimentary tools to define
Desk. Using the information that you learned, begin to decide which applications you will be using and if y
explore your development system so that you can understand what the applications mentioned above look
process of Asset Management within your Organization and how it m
4.3 Configuring Asset Management

This section includes details about how to add or remove fields from the applications in different IBM Contro
Database Configuration application and how to work within that application. Please remember that if a fiel
users in the tool. All of these configurations are opt
4.3.1 Queries
4.3.3 Assets configuration
Work Order
4.3.4
4.3.5
My Assets Pod in Self
Service
4.3.6
Notice: The applications below are often used as is out of the box, however to alter them w
4.3.7 Item Master
Inventory
Company/ Company Master
Purchase Requisition
Purchase Order
Receiving
Contracts (Warranty, Lease,
PO, Labor)
Licenses
Self service and Service
Request
Software Catalog
4.3.8 Record Locking
4.4 Supporting Data Creation

This section includes details about adding certain asset management data/support to the tool. All of these
4.4.1 Security Groups
4.4.3 Person groups
4.4.4 Companies/company
masters
4.4.5 Job plans
4.4.6 Ticket Templates
4.4.7 Failure codes (root cause)
4.4.8 Storerooms (optional)
4.4.9 Reconciliation Overview
4.4.10
Task Filters
4.4.11
Link Rules
4.4.12
Comparison Rules
4.4.13
Reconciliation Results
4.5 Adding of Transactional Data
This section is about getting the items and assets into your system. Please keep in mind that all the work
Production, so generally it's best to only add a small sample of data to the development system just to ensu
efforts.

4.5.1 Data load
Notice: The section below provides manual directions on how to load data. Please take note of w
4.5.2 Contracts
4.5.3 Promoting from deployed to
authorized
4.5.4 Licenses
4.5.5 Item masters
4.5.6 Assets
ALERT: Automation, Data loading, Testing and Go Live for each or all processes are noted on separate tab
ensure completeness of project.
Asset and Software Management
ware Management Processes
This section explains the building blocks of Asset Management within Control Desk. Please read through the following links to
you understand the different modules so that you can make informed decisions about what you need to include in your pr
Tips & Suggestions
IT Asset Management works to keep track of assets from purchase (or lease) to salvage.
Assets can be discovered through a discovery tool (such as IBM Endpoint Management or
Tivoli Asset Discovery for Distributed (TaD4d)) or Assets can be added manually.
Inventory Control is a sub process of asset management and aims to order and manage
the number of assets (rotating and non-rotating). If your organization deems this important,
understand that it requires upkeep and dedicated staff to manage. If this is something you
are wanting to take on, please note that the Storeroom portion of the tool will be useful for
you, otherwise the Location portion will be sufficient to manage the location of your assets
and there is no need to use the Storeroom portion of the tool.
The Asset Lifecycle is the key part of IT Asset Management. The lifecycle tracks the asset
from purchase (or lease) to salvage (or return to lessor). Understanding how your assets
move through this lifecycle in your company is key to designing your asset management
process correctly.
Classifications for assets, item masters, work orders, tickets, can be used to define data,
drive work to groups as well as the matching criteria for service level agreements, job plans
and response plans. Additionally, they can have specifications or attributes associated with
them to allow for the storage of data specific about a record.
The item master can be thought of as the "catalog" for the assets. All assets should have
an associated item. The item holds information such as: whether the asset will be condition
code enabled, whether the asset is rotating or not, the classification, the order unit, etc. If
you have a procurement source, you might already have items defined in that source.
Assets are the cornerstone of Asset Management. Assets are called Authorized Assets
when they have corresponding deployed (or actual) assets.
Items and assets have either a one to one (1:1) or a one to many relationship (1:M).
Most assets being tracked in the IT space, such as computers, servers, laptops, tablets,
cell phones, etc., are rotating and should be marked as such in the item.
Storerooms are important if you are leveraging the inventory control portion of ICD.
Storerooms allow you to keep tabs on the number items that are stocked within a
storeroom. Storerooms provide an extra level of control on the items being moved about
the organization, so we do not recommend it unless you are using the inventory portion of
the tool in conjunction. For additional information, download the Job Aid referenced in cell
G20
Locations can be used in a literal sense (Building A, Room C, etc.), or they can be used in
a figurative sense (Broken, Refreshed, etc.). If you decide not to use inventory control,
ensure that you use the location module to create logical "storerooms".
You will only use the deployed asset portion of the tool if you are using a discovery tool.
The deployed asset module gives information (such as serial number, IP address etc.)
about assets that have been discovered within your environment.
This is only relevant if you are using a discovery tool such as IBM Endpoint Manager or
TAD4D. Ensure that you understand this as this is a fundamental part of the reconciliation
process.
Reconciliation is how you ensure that each of the deployed assets found in your system
has a matching authorized asset (and vice-versa). Reconciliation should be run at night so
that it does not take up system bandwidth when users are working.
Home-grown applications can be manually added to this catalog. This catalog is loaded
with the Software Knowledge Base Toolkit from IBM, which includes most software.
The licenses application is very large and complex. Please try to read as much as you can
to get a holistic understanding of the module. Licenses interact with many areas of the tool.
Ensure that you understand the relationship between Hardware Assets (and Items) and
Licenses. This can be seen in a diagram in the Redbook page indicated.
These reports show the usage of the licenses in your system and help you determine if you
are or are not in compliance for your audits.
The Self Service Center can be used for end users to request a new asset (laptop,
computer, cell phone, tablet etc.), requesting a piece of Software, the Enterprise App Store,
or it can be used to request a fix to an asset. More information about all of this can be
found on the Service Desk/Service Catalog tab.
An asset can be referenced on a Service Request as well as a Work Order. Please use the
AM decision matrix tab provided to understand which one would be better to use.
Job plans are used across processes and are applied to work orders as a list of tasks to be
done on that work order. For instance, a work order might exist to onboard an employee.
This work order might have a job plan associated with it that specifies within the Work
Order the steps that must happen. Additionally, the job plan can ensure that the tasks
happen in a certain order.
An asset can be referenced on a Service Request as well as a Work Order. Please use the
AM decision matrix provided to understand which one would be better to use.
There are many different types of contracts in ICD. The contract module defines different
contractual agreements with vendors or lessors. Once these contracts have been defined,
users can use the Purchase Orders portion of the tool to order items that are specified on
the contracts.
ICD can be used as a purchasing tool as well. The purchase orders reference a contract,
which is related to a license or asset.
A purchase requisition (PR) is a written request issued internally to a purchasing
department to order items or services. From a PR, you can create a purchase order to
complete the purchase.
The Receiving application can be used to get a large influx of assets without having to
manually key them in the asset portion of the tool. You create a "fake" PO and PR (and
specify the number of items/assets you need to add to ICD) and then receive them through
the receiving application.
g through the resources in the rows above, you should have the rudimentary tools to define and design the Asset Management Process in I
e information that you learned, begin to decide which applications you will be using and if you will be altering the look of these applications.
velopment system so that you can understand what the applications mentioned above look like in a live system. Additionally, begin to work
process of Asset Management within your Organization and how it maps to Control Desk.
Tips & Suggestions
udes details about how to add or remove fields from the applications in different IBM Control Desk applications. In addition, it gives informat
iguration application and how to work within that application. Please remember that if a field is removed using application designer, it is rem
users in the tool. All of these configurations are optional.
Queries enable you to quickly list a subset of data and save it for reuse by a single user or
many. Note that the development content provides many out of the box queries which are
easily created to meet your needs for exact queries you may wish. NOTE and Caution on
queries, many customers complain about the fact users create PUBLIC queries that are
useless to others. Be sure and train or take away the security control for users to create
queries until you are sure they understand the functionality.
Queries created by users can only be deleted by the creator, which can be a problem if
they create many public queries and then depart. There are scripts that can be run for
deleting, should this occur.
Start Centers help focus users on work that is assigned to them or groups they are a
member of. Configuring start centers with predefined portlets and result sets allows for this
focus. If you are using either of the Asset Management Process Content Packs, there are
several pre-configured Start Centers that come with the pack. These can be easily altered.
When dealing with Start Center Templates, always ensure to save the template when you
are done modifying it. Additionally, after making any changes to the start center, encourage
users to refresh their Start Center so they can get the latest information.
Configuring an application to remove fields or add a field is common, however it is not

done in every application, many are used exactly as is.
As you leverage and make database changes be sure to request a database back up for
your development system so you can "revert" back if there are any issues you can not
recover from. As well do not forget to turn off admin mode after configurations as it will
prevent users from logging in except for maxadmin id.
Similar to the Assets application, the Work Order application is often configured to add or
remove fields. This is not necessary, the Work Order application can be used exactly as is.
In the Self Service Center, there is the option of letting these end users view which assets
they have. This view is called the My Assets Pod. To make the decision about whether you
would like the My Assets pod to be visible, you should think about whether you would like
the end users to give you updates about move/modify/changes. Generally, this
communication helps keep the assets in the system more accurate.
When enabling the asset pod, be sure and go to Organizations> system Settings and
populate the classification that you wish the service requests to be auto populated with as
well as be sure it has an owner group say an asset mgmt group, so the service requests
that are raised will go straight to those who will action and update. This is rarely the
Service desk agents.
The applications below are often used as is out of the box, however to alter them would be the same tools and ideas.
It is strongly recommended this application not be configured or altered in any way

You can enable edit mode (record lock) for records that are frequently used by multiple
users, such as:
*Work Orders
*Tickets
*Changes
Edit mode reduces errors that occur when two users edit a record at the same application
at the same time
Edit mode does not eliminate all the errors occurrences when two users are editing a
record but not at the same application errors can still occur.
Tips & Suggestions

cludes details about adding certain asset management data/support to the tool. All of these configurations are optional depending on your
At this point, please revisit the Security Groups and ensure that you have groups that cover
all the roles within the Asset Management. The Process Content Packs have predefined
security groups that might be leveraged and tweaked as necessary. If creating a security
group from scratch, duplicate the "maxeveryone" group and make changes from there.
Communication templates are used to send emails within any of the applications. They
provide a template/base for the user within the tool to send out communications. The
communication templates are also used in conjunction with the escalations to provide
automation. (For instance, an email could be automatically sent to the owner of an asset if
they need to bring the asset in for a refresh.
Also revisit your Person Groups to see if there are any that you would like to add based on
your asset management design.
Company Masters and vendors can be specified on contracts or leases. Additionally the
vendor/company can be added on the asset as additional information without connecting it
to a lease or contract, if desired.
Job plans are used for flow control of tasks within a work order. They can also store
information such as classification, owner, etc. Job plans can only be used within Work
Order. If you are unsure whether you would like to manage your assets via Work Order or
Service Request, Please use the AM decision matrix tab provided.
Ticket Templates are used to assign tasks, as well as store information such as
classification, owner, etc. on a Service Request. The tasks on ticket templates can not
have flow control. If you are unsure whether you would like to manage your assets via
Work Order or Service Request, Please use the AM decision matrix tab provided.
In the IT space Failure codes are rarely used any more. Failure codes can be strongly
leveraged in the root cause or true issue analysis, on Incidents and problems where assets
are associated. Example user classifies a record or agent as hardware issue. Only to find
out it was a software driver. This detail can help in asset performance analysis and vendor
feedback and selection of models selected in the future.
We recommend to only use storerooms if you are conducting inventory control on your
assets. Such as the need for re order with Minimums and maximums and have the
resources to truly do inventory control such as issues and transfers not just moves.
Use this link as a reference for the steps defined below. Follow the steps in the link
provided and use the links below for additional instructions.
Task filters can be leveraged when it is necessary to limit the focus of a reconciliation
activity, task filter specifies a subset of objects to be compared. Such as Configuration
items only for a single datacenter.
Link rules define how Authorized Configuration Items and Actual Cist should be connected.
The attribute most commonly used to link configuration items (CIs) with actual CIs is
ACTCINUM, the actual CI number.
A link rule is a required component of a reconciliation task.
Optional component of a reconciliation task. This is used when you may want to compare
attributes of Authorized and Actual Cist such as memory or disk space.
There are two applications for viewing the results of a reconciliation: a link results
application and a reconciliation results. These applications are used to ensure data is as
expected especially after a change. These should be enabled to those users whose roles
it is to ensure data accuracy and changes are completed as planned. Typically the
configuration managers or auditors.
about getting the items and assets into your system. Please keep in mind that all the work that you do in the Development system has to be
enerally it's best to only add a small sample of data to the development system just to ensure the system is working properly, so as not to d
efforts.
Tips & Suggestions

See tab 6 with the details of how to load data into your system
The section below provides manual directions on how to load data. Please take note of which option may load a particular data set.
This task is only to be done if discovery was used. There are several ways to go about
promoting your assets. Please peruse the link provided thoroughly. If you would prefer, you
could also create the assets in your system and then link them through reconciliation.
This could be completed through the data load or manually.

ion, Data loading, Testing and Go Live for each or all processes are noted on separate tabs in this workbook. Please ensure to note those
k. Please read through the following links to ensure that
ns about what you need to include in your process.
How To Process(es)
IT Assets Hardware Asset Management
Inventory Module Hardware Asset Management
IT Asset lifecycle pdf pgs. 148-150,section 4.1.2 Hardware Asset Management,

Software Asset Management
Classifications/Attributes Understanding, pdf pgs 110-113, Chapter 3
Item Master Hardware Asset Management,

Asset Overview Hardware Asset Management
IT Asset Management Process Overview pdf pgs.Hardware

168-170, Asset
section
Management
4.1.1.a
Rotating vs. non-rotating assets Hardware Asset Management
Storerooms Overview Hardware Asset Management
Locations Overview Hardware Asset Management

Locations vs. Storerooms Job Aid
Deployed Asset Discovery, Hardware Asset
Management
Deployed Asset vs. Authorized Asset Discovery, Hardware Asset

Management
Reconciliation Overview Discovery, Hardware Asset

Management
Software Catalog Software Asset Management
Licenses Overview Software Asset Management
Software Acquisition and Deployment pdf pg 161,Software

section 4.2.3
Asset Management
License Use Reports Software Asset Management
Self-service overview pdf pgs. 532-533, section 9.1

Service Desk or Service Catalog
and Hardware or Software Asset
Management
Work Orders Hardware Asset Management
Job Plan overview Hardware or Software Asset

Management
Service Requests Service Desk or Service Catalog

and Hardware or Software Asset
Management
Contracts Hardware or Software Asset
Management
Purchase Orders Hardware or Software Asset

Management
Purchase Requisitions Hardware or Software Asset
Management
Receiving Hardware or Software Asset

Management
design the Asset Management Process in IBM Control

ill be altering the look of these applications. Feel free to
in a live system. Additionally, begin to work through the
to Control Desk.
How To Process(es)
sk applications. In addition, it gives information about the
emoved using application designer, it is removed for all
l.
Query info Hardware Asset Management,

Start Center Templates Hardware Asset Management,

Application Designer Hardware Asset Management
Database Configuration
Application Designer Hardware Asset Management,

Assets Pod Hardware Asset Management
d be the same tools and ideas.

Application Designer Hardware Asset Management,
Enabling Edit Mode
Configuring
Releasing
Multiple Users
How To Process(es)
figurations are optional depending on your processes.
Security Group Authorization Hardware Asset Management,

Communication Templates Hardware Asset Management,

Person Groups Hardware Asset Management,

Company Masters Hardware Asset Management,
Job Plans Hardware Asset Management,
Ticket Templates Hardware Asset Management,

Failure Hierarchies Hardware Asset Management
Storerooms Hardware Asset Management
Reconciliation Overview Hardware Asset Management
Hardware Asset Management
Task Filters
Link Rules
Comparison Rules
Reconciliation Tasks
you do in the Development system has to be moved to

e system is working properly, so as not to duplicate your
How To Process(es)
option may load a particular data set.

Software Contracts Software Asset Management
Promotion of Assets Hardware Asset Management
Licenses Software Asset Management

Items Hardware Asset Management,
Assets Hardware Asset Management
his workbook. Please ensure to note those processes to
Desk- Catalog, Inc & Prob
4 Service Desk Function, Self Service, Catalog Fulfillment, Incident and Problem Management Processes

4.1 Understanding Service Desk Function, Self Service, Catalog fulfillment, Incident and Problem Management
4.1.1 Service Desk Function
4.1.2 Delivering Self Service
4.1.3 Service Catalog and Fulfillment
Page 64
4.1.4 Incident Management
4.1.5 Problem Management
4.1.6 Knowledge Management (Solutions)
4.1.7 Leveraging Ticket Templates
Page 65
4.1.8 Activities and Tasks
4.1.9 Using Communication Templates
4.1.10 News or Bulletins (My News)
4.1.11 Failure codes (root cause)
4.1.13 Locations definitions and uses
Page 66
4.1.14 Chat (Contact us Pod)
4.1.15 Person Groups
4.1.16 Priority Matrix
4.1.17 Classifications/ Attributes
4.1.18 Self Service Center
4.1.19 Surveys
4.1.21 Catalogs and Offerings
4.1.22 Service Level Agreements
Page 67
4.1.23 Service Request
4.1.24 Incident
4.1.25 Problem
4.1.26 Work orders
4.1.27 Job Plans
Deliverable: Design Documentation

4.2 Configuring IBM Control Desk Applications
4.2.1 Queries
Page 68
4.2.3 Service Request
4.2.4 Email listener for Ticketing
4.2.5 Self service Center
4.2.6 My Assets Pod in Self Service
Page 69
4.2.7 Enable Chat
4.2.8 Incident
4.2.9 Work Order
Notice: The applications below are often used as is out of the box, however to alter them w
Problem
4.2.10
4.2.11 Offerings
Job Plans
4.2.12
4.2.13 Solutions
4.2.14 Service level agreements
Catalog - w/workflows
4.2.15
4.2.16 Priority Matrix
4.2.18 Surveys
Page 70

4.3 Supporting Data Creation
4.3.3 Person Groups
4.3.4
Page 71
4.3.8 Solutions
4.3.9 Catalogs
4.3.10 Offerings w/Classifications to

support Catalog Taxonomy
4.3.11 Job Plans /Response Plans
4.3.12 Escalations
4.3.13
Service Level Agreements

4.3.14
4.3.15
Page 72
4.3.16
Service - Service Groups
4.3.17 Chat Queues
4.3.18 Surveys and Questions

**For full Data loading options (see tab # 6-Data Loading (
4.4.1 Solutions
ALERT: Automation, Data loading, Testing and Go Live for each or all processes are noted on separate tabs

4.5 Enabling of the Service Portal on Cloud to connect to an ICD Instance (SaaS or on Premise) ( NEW with 7.6)
Enabling the Service Portal on Cloud, for connecting either to an On-Premise or S
4.5.1 On boarding step to get software
4.5.2 Configure ICD for the Portal use

4.5.3 Enable End user functionality
4.5.4 Enable Agent user functionality

4.5.5 Enable Agent user mobile
capabilities
4.5.6 Rebranding to your Customer brand
(optional)
Page 73
Page 74
Service Desk, Self Service, Catalog, Incident and Problem Management
rvice, Catalog Fulfillment, Incident and Problem Management Processes

This section explains the building blocks of a service desk function, self service and catalog fulfillment as well as Incident and
Management within Control Desk. Please read through the following links to ensure that you understand the different modules
you can make informed decisions about what you need to include in your process.
Tips & Suggestions

unction, Self Service, Catalog fulfillment, Incident and Problem Management
Understanding how your current service or help desk may function and work tickets will
enable you to map processes to the product. Knowing what is "not working" or is a problem
will enable you to leverage some of the more advanced features, like auto assignment, SLA
matching or ticket deflections with knowledge records.
It is strongly recommended that full flows of work into and out of the Service desk team are
reviewed or "watched" to ensure that deep processing of records can be handled and not
just password resets.
A focus on metrics, reporting requests and how are we doing is a great way to ensure
records are recorded with classifications, SLAs and proper escalations.
Asking the business what they want to accomplish with self service can often aid in driving
what is configured in IBM Control Desk. Is it focused on fulfillment, self help, perhaps
stronger ticket deflection? Or perhaps it is full service focus of Chat and fast record
creating?
Understanding the wants of the user will enable you to structure the self service capabilities
for greater user satisfaction. It is not necessary to deliver all configurations for Self Service
at the start though you will find doing so around say request support or catalog to be most
helpful.
The focus of the catalog design needs to be around how the offerings and catalogs must be
presented to the various groups and users.
If it is necessary to segment the catalogs based on who needs to see what then use that as
the foundation for the catalog structure. Remembering that Offerings can be "reused" or
represented in different catalogs and in different taxonomies depending on the catalog.
There is no need to duplicate an offering unless the offering requires different values for
different customer then in that case the offering really is different.
Offerings often need approvals, the code provides two workflows Line and Fulfillment
Manager approvals. These only drive the approval based on a Service request. The
offering definition defines if the records is ONLY an SR or if a fulfillment work order or
change is created.
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IBM Control Desk is well defined around the ITIL framework and thus provides a fluid flow
from Service request to related records such as Incident.
Ensuring the classifications align to an incident process as well as ensuring the owner
groups are on the classifications where logical is a great step towards moving work quickly
to the correct team.
Most organizations take and roll problem management out in a phase two approach.
This is logical if there is no dedicated problem management team assigned.

If the resources that provide problem management are agents and Level 2 and 3 resources,
enabling security for the problem application would be ideal so as to not have to touch that
process again. Though there is no harm in the tool set up either way.
Ensuring person groups and ownership of problem records tends to be the most awkward
process decision due to how organizations handle problem management and the natural
transition to change records and known errors.
Knowledge management can be the most difficult to move into IBM Control Desk, as many
businesses have knowledge management data stored in another system or many systems.
It is not necessary to move data into ICD at the start of a project but to decide and define
how existing knowledge can be used.
Perhaps using Launch in Context to existing data would be a way to start. Then define a
progress project where knowledge is moved as new items are created.
Or focus on top 10 or 50 knowledge items that best supports end users needs. Standing up
a service desk is extensive but can be taken in steps.
Ticket templates are fast ways to update a ticket with core data, for instance classification,
description, or owner group and other fields.
Page 76
Ticket templates are similar to Job plans for the work order or response plans leveraged
strongly in Change management. Do not confuse the items as they have different purpose
and value but all allow you to add data to a record and then some.
Many organizations allow ticket templates to be created in a distributed model if the agents
have good discipline to review before just creating their template.
On ticket templates, you can add a list of tasks that should get done as a part of that ticket.
These tasks are related to the initial ticket and are all stored in the activities and tasks
portion of ICD. Each of these activities/tasks can be assigned to an individual or owner
group and have separate statuses from their related ticket (which has the ticket template
assigned).
Communication templates are heavily used in the support of Self Service, Service desk and
internal communications among teams for movement and assignment of tickets.
Providing information to the end users easily can help in ticket deflection. This is achieved
by using bulletins which presents to the user as My news on the Self Service Center.
Bulletins can be scoped for who sees what. Make yourself aware of what those scopes are
by viewing the bulletin application, so you ensure set up of base data may support the way
you may need to communicate with the users.
Service Bulletins are a special kind of bulletin as it presents itself as a field on the SR or
Incident if those fields are enabled to ensure fast information to the agent or level 2 or 3. For
example, that there is a laptop refresh going on, or upgrade to OS in full motion. This helps
the agent make the right decision to help the user. Perhaps change the order for when they
are re-freshed if possible. This feature is not recommended at project start up as it can be
overwhelming to agents and should be used as maturity of process or as critical care or
urgent need arises.
Dont let the name of this feature fool you. Failure codes can be strongly leveraged in the
root cause or true issue analysis. Say a user classifies a record or agent as hardware issue,
only to find out it was a software driver. In this situation, they can leverage failure codes.
Many businesses want to link or connect tickets or work to services they support, such as
the common example of email or providing database management and control. It is
recommended you review how your business defines services or groups of services before
creating services in Control Desk. Once created, users can group tickets, work orders,
changes and contracts by service group or by individual service.
Service Groups and services can be for more than IT services, such as facilities, if the two
organizations share work orders or process flows.
The Service Group application is found in the Service Level agreement menu in ICD.
For examples of service and service groups you can open any of the Process Content Pack
documentation and view the appendix.
Locations can be used in a literal sense (Building A, Room C, etc.), or they can be used in a
figurative sense (Vendor, Offsite, etc.). Since Location data is leveraged across product it is
ideal to establish a "source" of location data or a master to ensure single point of data
creation for locations so they remain in standard format and structure
Page 77
Chat is used more frequently in end user support than ever before. Configuring what the
Contact Us pod (on the Self Service Center) is quite simple and enables the agents to
support chat when they are enabled to do so.
Many find a single chat queue, most manageable. However having several can funnel work
to certain resources, if resources are specialized.
From a chat a Service request is created if the record is closed and not canceled, this
should be considered for metrics and cost value reporting
Person groups is the application found under Administration/Resources. All throughout the rest of the
applications the field will be called Owner group. Best way to decide on these is to consider them as
work queues, or teams of persons responsible to deliver or work on records.
The software comes with a predefined priority matrix built on a 1-5 structure. If you wish a
more concise matrix say 1-3 or 4, then the matrix can be easily adapted by simply deleting
the rows that have the number 5 in it or even 4.
The matrix is driven by impact and urgency so be sure these values and structure drive your
business process.
Classifications for offerings define where they are for reporting and for where they fall in the
display to the user. Classification for Service Request, Incident and Problem define where
the record can be directed and how it is reported on or handled in standard ways.
Classification is cross product thus it is a critical item to ensure works across processes and
the business flows.
Single point of focus for the end user. With a little bit of security and editing of the xml this
page can be configured or company personalized.
Assessing customer satisfaction is important to the overall service desk function. This can
be done with the surveys, questions and results, this is not typically a phase one roll out
item, yet if it is critical it should be thought about for how it may impact other processes
Be sure and determine if a work order or change is the fulfillment process you will use.
Such as if you are currently using the work order for asset management it would be
recommended to use it for the fulfillment as well.
If change is or will be rolled out then using a change record for those fulfillment items that
need to be under change control would leverage the change record.
See Job Aid: Service Catalog Starting Point for further details.
Try and use the default display for offerings, add attributes at the offering level for flexibility
and when you hit save you can define where and how they appear. Only create custom
dialogue if all else fails.
Service level agreements are a great structure but can be difficult to set up at first phase. It
is recommended to focus on critical agreements if any for phase one and build and deliver
these shortly after some comfort and use by the agents. This typically occurs around month
three of full use.
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Once you decide to start this process, start slow such as with Severity 1 tickets so that again
the agents and business get use to alerts and have an opportunity to define service and the
level that can be delivered.
If Service level agreements are predefined for offerings due to existing catalog and
capabilities, consider an agreement for a brief time is a bit eased for adoption of new
technology and slight change in process or use.
Ensure flow of records is considered. Such as when a record would be transitioned to level
2 or added help and when does it become an incident? Standard at point of no workaround
or fix.
Incidents should be owned by the working team or user. Service request stays with the desk
agent.
These should be only created if problem management is being leveraged. Do not create
problems in the hopes the desk will get to root cause analysis. It wont occur.
Work orders are typically used in the fulfillment process not within the support of the issues
that may enter the service desk function and processes.
Job plans are used across processes and are applied to work orders as a list of tasks to be
done on that work order. For instance, a work order might exist to onboard an employee.
This work order might have a job plan associated with it that specifies within the Work Order
the steps that must happen. Additionally, the job plan can ensure that the tasks happen in a
certain order.
After navigating through the resources in the understanding section above, you should have the rudimentary tools to define and design Sel
service desk, catalogs, Incident and or Problem management Process in IBM Control Desk. Using the information that you learned, begin t
which applications you will be using and if you will be altering the look of these applications. Feel free to explore your development system
you can understand what the applications mentioned above look like in a live system. Additionally, begin to work through these processes w
Organization and how they map to Control Desk capabilities and functionality.
This section includes information about how to configure the Control Desk system to support your design, such as how to create security
needed to enable users and add or remove fields from the applications in different IBM Control Desk applications. In addition, it gives infor
about the Database Configuration application and how to work within that application. Please remember that if a field is removed using app
designer, it is removed for all users in the tool. All of these configurations are optional.
Tips & Suggestions

Applications
functionality.
should this occur.
Page 79
Start Centers help focus users on work that is assigned to them or groups they are a
member of. Configuring start centers with predefined portlets and result sets allows for this
focus. If you are using the Service Desk content pack, there are several pre-configured Start
Centers that come with the pack. These can be easily altered. When dealing with Start
Center Templates, always ensure to save the template when you are done modifying it.
Additionally, after making any changes to the start center, encourage users to refresh their
Start Center so they can get the latest information.
Configuring an application to remove fields or add a field is common, however it is not done
in every application, many are used exactly as is.
It is a common feature of a service desk to ensure that end users can create a service
request through sending an email to a support system.
This will create only a service request and there are workflows and communications
necessary to activate or update to ensure proper creation and communication of the Service
Request being created.
Configuring the self service center is achieved through several items. The security
application can be leveraged as you can hide and display several items. The application
designer XML page can be altered slightly. Additionally, other items can be configured with
using the config.properties file where things are located and hidden.
Should you wish to edit the properties file, it will need to be requested from the dev ops
team and then replaced back as part of the SaaS support model.
These are examples not mandatory changes.
1) Request that Devops navigate to the config.properties file, located in web module/web
client/JavaScript/com/bind/ism/pmsc/dojo/config.properties
2) Modify the properties file to type true or false for the items you would like to hide
3) There are certain hints to look for such as:
o #Hide shopping cart icon
hidecarticon=false
o #Hide cart template icon
hidecarttemplateicon=false
o #Hide create SR icon
Hidecreatesricon=false
4) Any of the above can be changed to true if one wants to hide the icons. Additionally, there
are more things that can be changed, the above are just examples.
In the Self Service Center, there is the option of letting the end users view which assets they
have. This view is called the My Assets Pod. To make the decision about whether to display
the My Assets pod to the end users, It is important to ensure they would engage with the
business to advise of updates about move/modify/changes. Generally, this communication
helps keep the assets in the system more accurate.
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When enabling the asset pod, be sure and go to Organizations> system Settings and
populate the classification that you wish the service requests to be auto populated with as
well as be sure it has an owner group say an asset mgmt group, so the service requests that
are raised will go straight to those who will action and update. This is rarely the Service
desk agents.
Enabling chat has several tasks. First, you must ensure the Contact Us pod says what you
want it to say, and you must also enable a chat Ticket Template (or many) since chat
leverages the ticket template structure and you must also enable the person groups that will
support chat to be chat Queues and assign it to that chat Ticket Template.
UX or GUI changes to Incident is not as common as Service request but setting up things
say Automatic incident assignment, is something some companies consider.
It is not a requirement and should it be used it is best to ensure there is someone that
watches over it to ensure proper use. It is not typically a good model for distributed except
for the users in the group and what group is next.
While the work order can be used as is, it is often slimmed down in fields and tabs as it is
the most robust application for these processes. Should you decide to remove fields and
tabs be sure and save off the original XML within application designer so you can always
return to out of box UI for future expansion or changes.
The applications below are often used as is out of the box, however to alter them would be the same tools and ideas.
Two tips, ensure for any application you make changes to that you save off the original XML
so you can quickly return to it should you need to.
As well remember to request a database back up before you make any dB configurations so
as to be able to return to current state as needed.
Page 81
You can enable edit mode (record lock) for records that are frequently used by multiple
users, such as:
*Work Orders
*Tickets
*Changes
Edit mode reduces errors that occur when two users edit a record at the same application at
the same time
Edit mode does not eliminate all the errors occurrences when two users are editing a record
but not at the same application errors can still occur.
This section includes details about adding supporting data to the tool. While most are not required they should be reviewed a
the design to ensure need to create. Additionally this data is typically low in count and created manually in all systems as the
perfected for production.
Tips & Suggestions
Should it be necessary to create a new security group, always copy maxeveryone and add
to the group the permissions as necessary.
There are predefined security groups in the process content packs that speed the security
group creation process.
Start Centers help focus users on work that is assigned to them or to their groups.
Configuring start centers with predefined portlets and result sets allows for this focus.
Person groups is the application found under Administration/Resources. All throughout the
rest of the applications the field will be called Owner group. Best way to decide on these is
to consider them as work queues, or teams of persons responsible to deliver or work on
records.
Communication templates are heavily used in the support of Self Service, Service desk and
internal communications among teams for movement and assignment of tickets.
Ticket Templates are leveraged as a quick way to update a service request, to assign tasks
(if activities and tasks application is used, as well as store information such as classification,
owner, etc. on a Service Request. The tasks on ticket templates can not have flow control,
meaning they are all assigned at the same time. If you are unsure whether you would like to
use ticket templates review the understanding section above for use of ticket templates.
In the service desk, self service and Incident processes templates are typically heavily used.
Page 82
Knowledge management can increase ticket deflection and increase customer satisfaction
when they can solve the issue themselves. This means solutions should be a key focus to
start creating at the point of go live in Production so that more knowledge is stored and used
by users of all types.
Creating a review process using a simple workflow or even a straight communication and
portlet approach to getting solution records reviewed and posted is a key item to deliver
either at go live or directly following.
Should you be bulk loading of solution data please see the section on adding Transactional
data below.
Defining catalogs is vital for how users will find offerings and the services that are offered.
Be sure to not over-create catalogs since this becomes excessive maintenance with no
value add.
In order to drive the work of the service the offering displays, the offering is recommended to
be classified. However this classification does not always work well for where the offering
shows up in the catalogs, because of this an addition classification/taxonomy is used in
order to display an offering in different places in different catalogs. Be sure to think this out
when you go to set how the offerings should display.
Job plans are used for the quick update of fields on a work order as well as to create tasks
on a work order. Additionally the Job plan allows for the flow control of those tasks within a
work order. They can also store information such as classification, owner, etc. Job plans can
only be used within Work Order. Job plans can be created very complex but this is not an
ideal start.
It is recommended to get started with simple job plans and only detailed define tasks that
absolutely need recognition as a separate task or deliverable and ownership.
Response plans are really a job plan which can also handle the spin up of scripts and run
books. Response plans are heavily recommended by development in change control but
using them is really about the need for strong automation and control that may not come
from a Job plan independently.
Escalations can create automation like behavior without heavy design and process flow. It is
ideal to leverage it as processes mature and actions can be slowly automated.
Such as Updating status and notifying users at certain stages of work.
There are escalation examples in the Process Content Pack for Reference or use
Service Level agreements are often a must have as service desk and catalog processes
mature. Recommendation is to start slow and be sure what you are monitoring is
necessary.
There are some "features" that can help apply and auto define a SLA on a record by
leveraging some data set up on the SLA. Use these links to set up automatic matching or
applying SLAs by rank.
Page 83
common example of email or providing database management and control. It is
recommended you review how your business defines services or groups of services before
creating services in Control Desk. Once created users can group tickets, work orders,
changes and contracts by service group or by individual service.
Service Groups and services can be for more than IT services, such as facilities if the two
Some businesses create multiple chat queues to help funnel work to certain groups, this
works if you have a large service desk staff and they may specialize or you want to move
work to a targeted Level two group for a time.
Surveys, questions and templates can work in collaboration to get basic feedback from the
users of the service desk or fulfillment process. The features are overall basic but allow for
a good review of tactical performance and delivery.
This section is about getting the items and assets into your system. Please keep in mind that all the work that you do in
Development system has to be moved to Production, so generally it's best to only add a small sample of data to the develo
system just to ensure the system is working properly, so as not to duplicate your efforts.
Tips & Suggestions
**For full Data loading options (see tab # 6-Data Loading (optional))
It is possible to consider solutions as transactional data. If you have bulk solution data to
load please see the data loading tab for options.
ata loading, Testing and Go Live for each or all processes are noted on separate tabs in this workbook. Please ensure to note those proce
Tips & Suggestions

on Cloud to connect to an ICD Instance (SaaS or on Premise) ( NEW with 7.6)
Enabling the Service Portal on Cloud, for connecting either to an On-Premise or SaaS install of IBM Control Desk
The actual business process of requesting and getting a Service Portal on Cloud Instance
from IBM DevOps (2)
Search, Chat, Create request for support or for something
Review Dashboard, create, or action ticket, update status, add comments

Review and update their tickets on a mobile device
Update overall look of Service Portal to include your Company Brand/logo or colors
Page 84
Page 85
d catalog fulfillment as well as Incident and Problem

re that you understand the different modules so that
to include in your process.
How To Process(es)
Service Desk, pdf page 430, Chapter 8, section 8.1
The Service Desk, pdf page 466, Chapter 8, Section 8.2.1
Routing a Service Request, pdf page 472 chapter 8, section 8.2.3
Logging A Service Request, pdf page 460, chapter 8 section 8.2.1
Self-service overview, pdf page 552, Chapter 9
Recommendations for Service Catalog, pdf page 32 section 1.2.1
Service Catalog Management, pdf page 341, Chapter 6
Request Fulfillment, pdf page 39 section 1.2.4.
Page 86
Request Fulfillment Processing, pdf page 433, Chapter 8 Section 8.1.2
Job Aid: Service Catalog Starting Point
Identification and resolution of Incidents, pdf page 41 section 1.2.5
Incident Management, pdf page 435, chapter 8.1.3
Investigating and Diagnosing an Incident, pdf page 482, Chapter 8, section 8.2.4.
Working Problem Management, pdf page 43, section 1.2.6
Problem Management, pdf page 455, chapter 8 section 8.1.5
Resolving Incident > flow to Problem, pdf page 487, Chapter 8 section 8.2.5
Managing a Problem, pdf page 495, chapter 8 section 8.2.6
Resolving with Solutions, pdf page 498, chapter 8 section 8.2.7

Service Desk, Self Service, Incident,
and Problem Management
Solution Tracking, pdf page 501, chapter 8, section 8.2.7
Ticket Templates for Tickets, pdf page 512, chapter

Service 8 section
Desk, 8.3.2 and Incident
Self Service,
Management
Page 87
Working with Activities and Tasks
Service Desk, Incident, and Problem

Management
Communication Templates Understanding

Bulletins and Service Bulletins, pdf page 502, Chapter 8 section 8.2.8
Bulletins overview
Failure Hierarchies
Incident and Problem Management
Service and Service Groups

Locations Overview
Page 88
Live Chat
Self Service
Contact Us pod
Requesting a Chat from Self Service
Person groups - Use

Management
Set up Person groups

Job Aid - Priority Matrix
Management
Classifications/Attributes Understanding, pdf pgs 110-113, Chapter 3

Working with Self Service
Self Service Center

Survey Management, pdf page 695, Chapter 10
Service Desk and Self Service
Survey Request
Working with Surveys
Working with Catalogs
Service Desk and Self Service
Service Request Catalog Applications
Offerings
Setting Service Level Expectations, pdf page 37, section 1.2.3

Management
Page 89
Service Level Management, pdf page 37 section 1.2.3
Service Requests
Incidents
Problem Records
Work Orders Self Service, Service Desk (fulfillment)
Job Plan overview Service Desk, Catalog fulfillment
e the rudimentary tools to define and design Self service,

k. Using the information that you learned, begin to decide
s. Feel free to explore your development system so that
onally, begin to work through these processes within your
ities and functionality.
port your design, such as how to create security groups

ontrol Desk applications. In addition, it gives information
ase remember that if a field is removed using application
onfigurations are optional.
How To Process(es)
Query info

Management
Page 90
Start Center Templates

Management
Application Designer
Creating tickets with Email
Must Gather data for Listener Self Service, Service Desk (fulfillment)
Communications for Email driven Service Requests
Working with email listener

configuring email listeners
Administering Self Service Center, pdf page 579, chapter 9 sections 9.3-9.5
Configuring Self Service Center
My Assets Pod
Self Service
Page 91
Configuring Live Chat, pdf page 518, chapter 8 section 8.3.3.
Service Desk, Self Service
Automatic Assignment of Incidents
Setting Auto - Assignment
Management
e same tools and ideas.

Creating Offerings Self Service
Job Plans and Work orders for Offerings

Management
Management
Configuring out of box workflows for Catalog
Self Service
Configuring Matrix Service Desk, Incident, and Problem
Management
Editing Matrix
Working with Surveys Service Desk
Page 92
Enabling Edit Mode
Configuring
Releasing
Multiple Users
t are not required they should be reviewed against

t and created manually in all systems as the data is
How To Process(es)
Security
Modifying Start Center Templates
Person groups - Use


Ticket Templates

Page 93
Creating Solutions

Defining and Creating Catalog and Offerings

Self Service
Creating Offerings
Self Service
Job Plans

Management
Using response Plans, pdf page 477, chapter 8 section 8.2.3
Managing Escalations
Management

Creating SLAs
Management
Automatic Matching of ticket for Service Level Agreement

Associating SLAs to tickets
Ranking of SLAs for Applying to Tickets
Page 94

Management
Configure a Single Chat Queue

Self Service
More Configuring with Chat Queues

Creating Surveys with Questions or templates
Service Desk
eep in mind that all the work that you do in the

ly add a small sample of data to the development
not to duplicate your efforts.
How To
rkbook. Please ensure to note those processes to
How To
What's New 7.6
all of IBM Control Desk
Service Portal On Cloud - Service Engage
Configuring the Service Portal

Working with Self-Service in Service Portal
Self-Service
Working with Tickets Service Desk
Using Service Portal with Mobile Device
Service Desk
Configuration Options for Service Portal
Self-Service
Page 95
Page 96
Change - Config & Release
4 Change, Configuration & Release Management Processes

This section explains the building blocks of Configuration, Change and Release Management within Control D
you understand the different modules so that you can make informed decisions about wh
4.1 Understanding Change, Configuration and Release Management
4.1.2 Managing Changes
4.1.3 Planning for Configuration

Management
4.1.4 Releases Management
Page 97
4.1.6 Configuration Items
4.1.7 Actual configuration Items
4.1.8 CI Lifecycle
4.1.9 CI Baselines
Page 98
4.1.10 Relationships (CIs)
4.1.11 Collections
4.1.12 Blackout Periods
4.1.13 Impact Analysis rules
4.1.14 Job Plans
Page 99
4.1.15 Response Plans
4.1.16 Change Window calendars
4.1.17 Deployments
4.1.18 Definitive Media Library
4.1.19 Communication Templates
Classifications/ Attributes
Deliverable: Design Documentation
This section includes information about how to configure the Control Desk system to support your design, such as how to
fields from the applications in different IBM Control Desk applications. In addition, it gives information about the Database
Please remember that if a field is removed using application designer, it is removed for all users in the

4.2 Configuring IBM Control Desk Applications
Page 100
4.2.1 Queries
4.2.3 Build Authorized CI space

with Deployer's Workbench or
within UI
4.2.3 Change
Notice: The applications below are often used as is out of the box, however to alter them would be the same tools
4.2.4 Activities & Tasks
4.2.6 Actual Configuration

4.2.7 Release
4.2.8 Deployments
Page 101
This section includes details about adding supporting data to the tool. While most are not required they should
Additionally this data is typically low in count and created manually in all systems as th

4.3 Create Supporting Data
4.3.2 Person Groups
4.3.3
4.3.4 Impact Analysis rules
4.3.5 CI Lifecycle
4.3.6 Black out Periods
4.3.7 Job Plans
4.3.8 Response Plans
4.3.9 Change Window calendars
4.3.10 Communication Templates
4.3.11
Task Filters
Page 102
4.3.12
Link Rules
4.3.13
Comparison Rules
4.3.14
Reconciliation Results

**For full Data loading options (see tab # 6-Data Loading (o
4.4.1 Actual Configuration Items
(CIs)
4.4.2. Promote Actual CI's to

Authorized CI's
*should you wish to load and connect CI s to assets, review the Asset a
ALERT: Automation, Data loading, Testing and Go Live for each or all processes are noted on separate tabs in
Page 103
Change, Configuration & Release Management
Release Management Processes

ains the building blocks of Configuration, Change and Release Management within Control Desk. Please read through the following links to
you understand the different modules so that you can make informed decisions about what you need to include in your process.
Configuration and Release Management
Tips & Suggestions
IBM Control Desk provides robust capabilities in the Change management capabilities. It is
recommended that you start simple and expand to leverage the extensive capabilities as your
process and knowledge expand.
Configuration in IBM Control Desk is tightly connected to the use of Tivoli Application
Dependency Discovery Manager (TADDM). However using TADDM is not a requirement. It is
possible to leverage other tools through the TADDM APIs, or to create and manage authorized
Configuration Items (CIs)manually. If you create CIs manually be sure and incorporate this into
the processes of change or configuration control points.
Release Management is interlocked to the change process extensively. Many leverage strong
job plans with flow control to ensure releases are controlled and connected to change
management for review and delivery.
common example of email or providing database management and control. It is recommended
you review how your business defines services or groups of services before creating services
in Control Desk. Once created users can group tickets, work orders, changes and contracts by
service group or by individual service.
Service Groups and services can be for more than IT services, such as facilities if the two
Page 104
Configuration Items are often "created" through the process of promotion from Actual
configuration Items. It is not the only way but often done so as to easily "link" the two records
of authorized and actual together.
This may seem awkward in your processes if you follow the concept of an Asset is requested,
received, placed into operation (Signifying it becomes a CI) and then a discovery process
validates it is correct to what was planned to be in operation. This process can be achieved
through the link process which is noted in the configuration session of this tab.
It is strongly recommended if TADDM is to be used that a full design and decisions be made for
what level of configuration item will need to be in Control Desk and under the configuration
Management processes as this can become very detailed management when resources are
not able to maintain the level of discipline.
Actual Configuration Items are read only, as the data is received from a discovery source. Not
all businesses control configuration items at the discovery level and even if they do they do not
manage ever item at great level of detail. It is recommended to consider starting at a location
and ensure right level of discovery and to focus on critical assets such as production and
critical applications or services. This allows you to ensure a proper business approach and
allows the users to ensure data is kept accurate and in the right level of control.
The product provides two lifecycles from which to chose from by default, a simple default
lifecycle and the ITIL(v2) life cycle. The default lifecycle is checked, It is not difficult to switch to
the ITIL lifecycle but it is recommended you determine what lifecycle you will use before
enabling many configuration processes as well as change management. It becomes more
difficult to change between lifecycles after CIs are a part of a lifecycle.
Note it is also possible to simply create your own lifecycle for which you may have adopted for
your configuration items. If so be sure to leverage that lifecycle as well early in the enabling
process.
Establishing baselines and ensuring comparison can be a detailed work effort and task. The
capabilities to ensure a base line can be used, is often helpful when a major change is due to
be made on a "set" or on critical assets. It is not necessary to invoke base lines on all or every
time a change is made.
Caution should be noted when enabling this capability to ensure users are understanding the
use and that the "set-up" of Control desk supports the processes of use. Such as Note CIs will
become decommissioned if a base line is decommissioned. To adjust such setting note the set
up information and set the system property for what you wish.
Additionally members of a baseline are authorized CIs, which have the attributes and
relationships that you have chosen to manage, relationships not being fully set up can cause
setting up base lines a bit awkward as you must move from CIs to relationships to baselines to
ensure accurate configurations.
Page 105
Whether manual configuration items are created or TADDM is supporting the creation it is
critical that relationships support the CIs to ensure the topology of the configuration displays
correctly. If creating Configuration items manually the UI will advise when a relationship is not
defined for a relationship you may be creating between CIs.
Relationships are created:
In the Relationships application, you create the formal definitions and accompanying rules for
relationships. Then,
In the Configuration Items application, you associate configuration items with each other using
the relationships that you define in the Relationships application.
Relationships created can be used by both CIs and Assets. Some organizations use assets
and relationships to display complex interlocking of physical assets that impact each other or
provide a service. (This can be used in conjunction with Configuration or independently. )
Collections, are used to group records, CIs, assets, perhaps locations. This is so that it may be
easier to use these groupings of things in processes such as software deployment, change
request management, incident response, and other tasks. While the feature is configurable it
is recommended to consider it a phase two item or to leverage it only where critical so as to
allow users to grasp the full tool capabilities before overwhelming them.
Do take note that if it is necessary to limit users from using or seeing configuration items
Collections does provide a way to enable that with some ease of use.
Blackout periods in change management are common, creating them in the Control Desk will
invoke strict rules around changes. Be sure and note this as change processes are created
and especially if workflows, impact analysis or scheduler is leveraged as the UI can and will
restrict changes and it can be difficult to diagnose why. As with all change management, start
slowly and add additional parameters and control to change as users become adapted to the
new tool and processes. Additionally you can specify approvers or approver groups to whom
notifications are sent when Changes are scheduled during a Blackout Period, this can be
handy if changes are often being implemented at poor business timings.
Ensuring or understanding impacts for a potential change is often a great strength of the
change management process. The strength of the Impact analysis rules and engine require the
rules to be well defined and to align to what real impacts are necessary to your business.
Recommendation is to focus only on absolutely critical impacts so as to not invoke
cumbersome impacts on changes that are only to be ignored at time of change.
Get agreement up front for absolute critical impacts for phase one and then as the process
matures add additional impacts so as to allow user knowledge and process maturity to drive
impact rules that will actually favor the change process.
Job plans define standard operation processes for changes and releases to ensure proper flow
and tasks are completed during the change or release. While Job plans have the ability to
control the flow of tasks it is a common mistake to create many tasks on a job plan and make
them too complex at the start.
Recommendation, start with simple job plans and add tasks that may be critical to a change as
it is reviewed.
It is best to allow job plans to be created by the business units or teams that deliver the work.
This aids in ensuring the tasks are understood and are required. Centralizing Job plan creation
is not recommended, though it is possible to have them reviewed before activation to ensure
standards are adhered to.
Page 106
Response plans are often considered Job plans with advanced features. Often used when
looking for more automation" or added conditions, response plans. When advance change or
release control is necessary, it is possible to leverage response plans to accomplish this work.
As your processes mature, you may find just using Job plans is not enough automation or
control and thus leveraging response plans with added actions and conditions, begin with
critical changes or where requirements of the changes are complex. (Security changes
perhaps)
Change windows are recommended, and when creating them take note of the short name of
the calendar as this is often displayed on records or when searching. Define it to be
meaningful to a users such as 2-4amSun. Additionally if you are leveraging configuration items
it is possible to associate them to the change windows. Note this will add additional complexity
to the change process for users as they create and get a change through review or approval.
While it is possible to create a deployment for each implementation task that has been defined
as part of a rollout plan, it is crucial that the overall release process is defined and understood
before deployments are used. They can increase complexity when it is not necessary or
beneficial to the overall process. Ensure full agreement from the users and stakeholders as
you defile when deployments will be used. Especially if automation with provisioning tools is
enabled.
Typically, DML repositories reference related sets of software image CIs. Defining the library is
not something that must occur in advance of roll out and can be enabled or leveraged as
processes mature and users become familiar with the product set. The library can be
connected to automation tools so it is critical to ensure interconnectivity to change and other
processes before invoking automation.
For instance, an email could be automatically sent to the owner of a change to note approvals
or updates. See Base Data Tab for further details.
Classifications for configuration items, change records, Job plans and releases can be used to
ensure records are controlled, moved and managed in standard ways.
After navigating through the resources in the understanding section above, you should have the rudimentary tools to define and design the
Change and Release Management Process in IBM Control Desk. Using the information that you learned, begin to decide which application
using and if you will be altering the look of these applications. Feel free to explore your development system so that you can understan
applications mentioned above look like in a live system. Additionally, begin to work through these processes within your Organization and ho
Control Desk capabilities and functionality.
es information about how to configure the Control Desk system to support your design, such as how to create security groups needed to enable users and
plications in different IBM Control Desk applications. In addition, it gives information about the Database Configuration application and how to work within th
Please remember that if a field is removed using application designer, it is removed for all users in the tool. All of these configurations are optional.
Tips & Suggestions

Desk Applications
Page 107
functionality.
Queries provide a great way to support result sets for the start centers and ensure data visibility
to users, when leveraged through strong control of creation.
should this occur.
Start Centers help focus users on work that is assigned to them or groups they are a member
of. Configuring start centers with predefined portlets and result sets allows for this focus.
New in 7.5.3, users can now create and update promotion scopes in the product's user
interface. Promotion scopes are templates that are used to promote actual CI data to
authorized CIs. Previously, promotion scopes were created in the Deployer's Workbench utility.
Administrators who manage configuration items can now choose to use the Promotion Scopes
application from within the Control Desk user interface, or they can use the external Deployer's
Workbench utility to create promotion scopes. For more information about the Promotion
Scopes application, see Promotion Scopes.
Configuring an application to remove fields or add a field is common, however it is not done in
every application, many are used exactly as is.
The change application being one of the most robust applications is often configured to be
more easy of use, and then as the users gain skill and processes mature the advanced
features are put back for use.
As you leverage and make database changes be sure and request a database back up for your
development system so you can "revert" back if there are any issues you can not recover from.
As well do not forget to turn off admin mode after configurations as it will prevent users from
logging in except for maxadmin id.
ons below are often used as is out of the box, however to alter them would be the same tools and ideas.
Two tips, ensure for any application you make changes to that you save off the original XML so
you can quickly return to it should you need to.
As well remember to request a database back up before you make any dB configurations so as
to be able to return to current state as needed.
Page 108
You can enable edit mode (record lock) for records that are frequently used by multiple users,
such as:
*Work Orders
*Tickets
*Changes
Edit mode reduces errors that occur when two users edit a record at the same application at
the same time
Edit mode does not eliminate all the errors occurrences when two users are editing a record
but not at the same application errors can still occur.
udes details about adding supporting data to the tool. While most are not required they should be reviewed against the design to ensure nee
Additionally this data is typically low in count and created manually in all systems as the data is perfected for production.
Tips & Suggestions
Should it be necessary to create a new security group, always copy maxeveryone and add to the group
the permissions necessary.
There are predefined security groups in the process content packs that speed the security group creation
process.
Person groups is the application name found under Administration/Resources. All throughout the rest of
the applications the field will be called Owner group. Best way to decide on these is to consider them as
work queues, or teams of persons responsible to deliver or work on records.
Start with a few critical and expand as use of change becomes more familiar to the users. To
many at the start up can cause adoption by the users to be slow or frustrating.
Define up front and gain agreement from all stakeholders to ensure there is little need for
defining a new cycle after many CIs are in the system under the current lifecycle.
Best to define only critical black out periods, such as end of financial year. Many organizations
define many black outs only to allow changes anyway. Define them and stick to them.
If you have installed the process content packs in the development system it is possible to view
the types of response plans leveraged for Change management.
Response plans can be leveraged as processes mature. Valuable as they provide additional
conditions and actions that can be achieved
Ensure Change windows are defined early so as not to cause user stress as new windows are
updated or changed. It is difficult to alter changes once they are in flight.
Full communication data can be found on Base Data Setup Tab - 3,
There are Template examples in the Process content pack for Change
Task filters can be leveraged when it is necessary to limit the focus of a reconciliation activity,
task filter specifies a subset of objects to be compared. Such as Configuration items only for a
single datacenter.
Page 109
Link rules define how Authorized Configuration Items and Actual Cist should be connected.
The attribute most commonly used to link configuration items (CIs) with actual CIs is
ACTCINUM, the actual CI number.
A link rule is a required component of a reconciliation task.
Optional component of a reconciliation task. This is used when you may want to compare
attributes of Authorized and Actual Cist such as memory or disk space.
There are two applications for viewing the results of a reconciliation: a link results application
and a reconciliation results. These applications are used to ensure data is as expected
especially after a change. These should be enabled to those users whose roles it is to ensure
data accuracy and changes are completed as planned. Typically the configuration managers
or auditors.
This section is about getting the items and assets into your system. Please keep in mind that all the work that you do in the D
system has to be moved to Production, so generally it's best to only add a small sample of data to the development system ju
the system is working properly, so as not to duplicate your efforts.
Tips & Suggestions
**For full Data loading options (see tab # 6-Data Loading (optional))
Actual CIs are typically loaded through Integration Composer which is using a data source such
as TADDM to discover what is really install in the environment. "The Actual"
Many organizations who have TADDM or a discovery source will use a sub set of the data to
create their authorized Cist as a way to get started with Configuration and Change
management processes.
It is not recommended this be standard process unless the available resources to manage is
low or strict controls are in place to ensure CIs are not made with out assurance the CIs is
authorized for use in the environment.
*should you wish to load and connect CI s to assets, review the Asset and data loading tabs.
ion, Data loading, Testing and Go Live for each or all processes are noted on separate tabs in this workbook. Please ensure to note those
Page 110
Please read through the following links to ensure that

need to include in your process.
How To Process(es)
Managing changes in Control Desk
Change Management
Change Management, pdf page 613, chapter 11
Job Aid: Where to start with Change and Configuration Management
Configuration Management - Planning
Configuration Management
Configuration Management pdf page 247, chapter 5
Release Overview
Release Management
Release Management pdf page 665 , chapter 12
Service and Service Groups
Change, Configuration, & Release
Page 111
Authorized Configuration Items
Actual Configuration Items
Lifecycle Overview
CI baselines
Page 112
Relationships overview
Collections - Grouping of Records
Managing blackout periods
Change Management
Impact Analysis Settings
Change Management
Managing Job Plans
Change and Release Mgmt.
Page 113
Managing Response Plans
Managing Change Windows
Change Management
Deployments Application
Release Management
Understanding Definitive Medial Library
Release Management

Classifications/Attributes Understanding pdf pgs 110-113, chapter 3
he rudimentary tools to define and design the Configuration,

you learned, begin to decide which applications you will be
velopment system so that you can understand what the
se processes within your Organization and how they map to
ality.
security groups needed to enable users and add or remove

guration application and how to work within that application.
All of these configurations are optional.
How To Process(es)
Page 114
Query info

Modifying Start Center Templates
Promotion scopes
promotion scopes relation ship rules

Deployer's work bench, CI space
Change Management
Change Management
Release Management
Release Management
Page 115
Enabling Edit Mode
Change Management
Configuring
Releasing
Multiple Users
eviewed against the design to ensure need to create.

a is perfected for production.
How To Process(es)
Security
Person groups - Use

Impact Analysis Rules Creation
Change Management
Creating new CI Lifecycle
Change Management
Creating Job Plans

Change & Release Mgmt.
Response Plans
Change Window Creation

Change Management
Task Filters >configuration items, select either the CI or Actual CI filter type
Page 116
Link CIs with actual CIs
Creating Comparison Rules
Creating Reconciliation Tasks
mind that all the work that you do in the Development

mple of data to the development system just to ensure
icate your efforts.
How To Process(es)
al))
Loading Of Configuration Items
Overview of How to Promote Actuals to Authorized CIs
a loading tabs.
workbook. Please ensure to note those processes to
Page 117
This section includes information about automation and workflows. The process content packs, provide some
your processes.

5 Automation or Actions
5.1 Escalations
5.2 Create actions
5.3 Roles
5.4 Design and Build Workflows for

Individual Processes
5.5 Enabling e-signature for Workflow

activities
5.6
Automation Scripts
5.2 Processes
These links are referencing Process Content Packs from 7.5.3 as soon as the Content for 7.
5.2.1 Hardware Asset Management
5.2.2 Software Asset Management
5.2.3 Service Desk

Service Catalog
Self Service
Incident Management
Problem Management
Change Management
Release Management
Automation, Escalations and Workflows
nformation about automation and workflows. The process content packs, provide some workflows for use and review. Workflows are option
your processes.
Tips & Suggestions
Escalations can create automation like behavior without heavy design and process flow. It is ideal to
leverage it as processes mature and actions can be slowly automated.
Such as Updating status and notifying users at certain stages of work.
There are escalation examples in the Process Content Pack for Reference or use
Actions are used in conjunction with escalations and workflows to provide the actions of the
automation. Such as Set Status.
*There are common actions in the Process Content Packs that could be reused.
Role records can be used as part of communication templates and escalations. You can also create
roles to be used as a part of a service level agreement (SLA) or workflow processes. The product
provides some out of the box roles and it is recommended to duplicate or use the existing role if it
meets your needs.
It is not common for organizations to immediately build workflows. We recommend that as your
maturity in these processes increases, that you revisit automation as you fine tune the processes, and
continue to understand how the tool is used. As you are working through the automation section,
please review "Creating Communication Templates" to ensure the communication templates necessary
are created.
With the release of version 7.6 ICD it is possible to enable e-signature as an imbedded action within
workflow nodes and tasks. Electronic Signatures (E-Signatures) and Electronic Audit together allow
Control Desk to be configured for Regulatory Compliance. E-Signature enforces user authentication
before users can perform certain actions
Enabled from the Manage eSig Actions menu action of Database Configuration application
Can be enabled for a specific action (Change Status) within a specific application (Changes)
Automation Scripts can be used to enable extensive automation should it be necessary, today
Automation scripts are leveraged by IBM Development in support of the IBM Bigfix integration with ICD
Many of the Process content packs contain workflows and a bit of automation. The links
provided can allow you to review the documentation before use.
e links are referencing Process Content Packs from 7.5.3 as soon as the Content for 7.6 is tested and released these links will be updated
Today there are no predefined workflows for Release management, we have found that many
customers do not build workflows but leverage strong Job plans with Flow control to enable and drive
the Release process.
nd review. Workflows are optional, depending on
How To Notes
Create Escalations
Working with Actions
Working with Roles
Configuration Processes
Configuring for Regulatory Compliance
Configuring Workflows
Automation Scripts Application - Knowledge
sed these links will be updated
Process Content Pack Hardware Asset Management Guide

Process Content Pack Software Asset Management Guide
Job Aid: Automation or Manual

Processes
Job Aid: Setting Automation for end to end flow
Service Desk Process Content Pack

Service Catalog Process Content Pack
Service Desk/with Self Service Process Content Pack
Automatic Incident Assignment, pdf page 437 chapter 8 section 8.1.4
Configuration Processes
Change Management Process Content Pack
Job Plans and Release Mgmt

Data Loading
Data Loading
Data loading can include core or "static" data or transactional data. It may be necessary to use Quick configuration and Integr
Below are specific Steps for loading discovered data from discovery sources such as IEM/Bigfix or TADD
Summary
Redbook IT Service Mgmt. Best Practices
Developer Works
The ICD Trial Data load package contains
instructions in PDF format for loading data into trial
instances of IBM SmartCloud Control Desk. It also
contains sample CSV files that can be used as a
model for creating customized CSV files to upload.
IBM Control Desk provides a set of sample CSV files

to help you import data using the Quick
Configuration application
An excel approach to loading data

IBM Control Desk Knowledge Center
To Load Process Content packs, follow the
instructions in the document for how to. Also it is
possible to reference the link provided to understand
Content installer in general.
*note this item requires server restart
Job Aid: Hardware Asset Management Data

Foundations
6. General Data Loading

Processes and or Application
Consider each data set that will be loaded and the appropriate method for loading, such as if LDAP is us
so.
6.1.1 Understand the Data sets which can be loaded with

Quick Configuration
6.1.2 Understand the use of Integration Framework & JMS
queues
6.1.3 Locate and use data load templates
6.1.4 Gather data and Prepare objects for import
6.1.5 Vendor Data (In ICD, this data and applications are
called> Company/Company Masters)
Page 124
Data Loading
6.1.6 People
6.1.7 Item Masters
6.1.8 Contracts
6.1.9 Assets
6.1.10 Licenses
6.1.11 Classification
6.1.12
6.1.13 Locations
6.1.14
Deliverable: Data loading Strategy
6.2 Discovery Data Loading

These steps are for when the system is fully installed on Premise. Steps are slightly di
Deployed Asset Data Mapping

Follow the instructions in this section if you are using a Disco
ALERT: You will repeat these steps for Production Take Special note of any specific steps
6.2.1 Define data sources connection for the source data

and for the target data
Page 125
Data Loading
6.2.3 Execute mappings
Actual CI Data Mapping

Follow the instructions in this section are ONLY if you are planning on using a Configuration Item
Before embarking on this, ensure that you understand what items are present in your IT Environment and narro
want to manage.
ALERT: Do not activate CI types or import actual CI data until you have made the decisions abo
These steps will be repeated for production take note of any data items or sp
6.3.1 Copy the TADDM client jar files
6.3.2 Define data sources

6.3.4 (Optional) Execute CI Type mapping
6.3.5 Activate CI Type

6.3.6 Set Actual CI Depth in CCMDB.properties
6.3.7 Execute Actual CI mapping
Page 126
Data Loading
Data Loading
l data. It may be necessary to use Quick configuration and Integration Framework to get all data sets loaded.
covered data from discovery sources such as IEM/Bigfix or TADDM
Links and Resources

Data Loading using Quick Configuration, pdf page section 3.2.13
Trial Data Load package - Write up
Sample CSV Files - For Data Loading
MX Loader
Content Install Application
Importing IT Asset Data

Integrating License Data from Other Sources
Leveraging Integration Framework for Data Loading
Content Installer
Import Export Enabling
Data loading with Quick Configuration
Job Aid: Hardware Asset Management Data Foundation
Tips & Suggestions

ed and the appropriate method for loading, such as if LDAP is used then there is no need to load people LDAP will do
so.
Several of the data sets can be loaded using the CSV files noted in the above links
Use the templates above or the system noted above
This data is often gathered from those in the procurement team as they will often be the source of
Vendor data
Page 127
Data Loading
If LDAP or AD will be used then Person data will be loaded through that configuration. If security within
IBM Control Desk will be local to ICD then loading of people data will come as users are created.
If additional persons who will not be users but will call in for support need to be loaded then this option of
quick configuration data loading would be a valid approach.
It is recommended to use a csv file to load Active Item masters, this would include any that may be
associated to assets that will be loaded.
Contract data can often be located in the finance or procurement processes, it is not necessary to load
the data but if the full asset lifecycle will be managed in ICD then loading of active contracts is
necessary. Be sure and break down what contract processes will impact hardware and software or
services to be sure and only load those appropriate to the process and that are current. There is no
predefined csv file this must be created using integration framework processes
Assets can be loaded using the quick configuration application and one of several files depending on the
data that needs to be loaded, such as simple data to more complex. Utilizing the load file samples
allows you to select the best one for your data load.
It is also possible to load assets more than once should there be a need as other assets are found or
perhaps acquired
Loading of License data can speed the process of managing software data in ICD. To do so you would
want to utilize the process noted above for leveraging other sources
Classifications are leveraged across the application and across business processes. There is a
classification structure in the Process Content Packs to be considered for use. It can then be loaded
using the ISM Content Installer
Be sure and take note of the hierarchy of the location structure as this hierarchy is the strength of the
location application and it would be vital to ensure that loads correctly
Many leverage the connection to Tivoli Application Dependency Discovery Manager to enable and set
up the configuration items in ICD. It is not necessary to have TADDM but it can be utilized should you
have it enabled at your company.
Document and record the data that must be loaded for Production and ensure a plan or strategy
Tips & Suggestions

he system is fully installed on Premise. Steps are slightly different when the install of ICD is SaaS.
Follow the instructions in this section if you are using a Discovery tool.
hese steps for Production Take Special note of any specific steps and data items that may be notable.
The connection information for the target database (ICD database) should have been obtained
Page 128
Data Loading
In the link provided,
ALERT: please ignore the section about deleting last scan history, this only happens rarely.
After this step, your data import is complete.
ection are ONLY if you are planning on using a Configuration Item Discovery tool (such as TADDM).
derstand what items are present in your IT Environment and narrow down the list to the items and attributes that you
want to manage.
es or import actual CI data until you have made the decisions about which CIs you intend to manage.
s will be repeated for production take note of any data items or specific settings.
These TADDM client jar files must be copied into ITIC at ITIC install and these should be copied into
ITIC again if ever TADDM is upgraded.
The connection information for the target database (ICD database) should have been obtained in step
2.2.4.
This type mapping is provided out of the box in ICD. Most customers will not have to go about executing
these mappings. However, in some situations you will have to follow the steps to execute the CI Type
mapping.
ALERT: This is a very important step, as you must be knowledgeable about your Configuration Item (CI)
types and how deep this data should go within your system.
It is not recommended to import ALL the data from TADDM into your Control Desk system, as it collects
millions of CIs, ICD only needs a subset. To understand which CIs should be added to your system, we
highly recommend reading about Actual CIs in the Best Practices in the Redbook.
When you have established the CI Depth, then Proceed with this step!!
In the link to the left,
ALERT: ignore the command that says "Command Line" and replace that with the command:
executeMapping.bat for Windows executeMapping.sh on UNIX.
Page 129
Data Loading
How To
Data loading with Quick Configuration
Importing data using Integration Framework
Page 130
Data Loading
People and Users should load via LDAP or AD understanding
Content Installer
Leveraging Import Export Feature
Loading of Configuration Item Data
How To
Defining IEM data source connections
Create a mapping
Page 131
Data Loading
Execute a mapping
NEED links for Advanced not SaaS
Copying the TADDM client jar files
Defining TADDM data source connections

Create mappings
Execute Mapping for CI Types
Activate CI Types
Starting with Actual CIs pdf pgs. 252-263, section 5.2.2
Execute Mapping for Actual CIs
Page 132
This section includes information about optional integrations which have been enabled in the base code
and configurations provided with the

Integrations
Task Name
7.0 Configuration/Enabling Integrations
7.0.1 Service Portal on Cloud
7.0.2 IEM Integration
7.0.3 OSLC Integration
7.0.4 Cognos Reporting
Deliverable: Integration Strategy and or Update Configuration Documentation

Optional Integrations
n about optional integrations which have been enabled in the base code of IBM Control Desk 7.6. These integrations are not required b
and configurations provided with the Base product and documentation.
Tips & Suggestions
Notes
With the release of version 7.6 ICD several integration configurations have now been imbedded
into base product where before they were enabled through installer package downloads from ISM
Library
IBM DevOps works with customer to configure their ICD installation as needed
Customer will likely configure test environment first, After test configured successfully, customer
will configure production
IBM DevOps will work with customer to establish a VPN for the Service Portal to connect with the
customers ICD environment on Premise and SaaS instance (vpn not needed)
IBM EndPoint Manager has been renamed to IBM BigFix
IBM Control Desk applications and some external applications can link and share data by using
Open Services for Lifecycle Collaboration (OSLC) integration. This former optional package is
now part of the base product.
With the release of 7.6 IBM Control Desk there is now a tighter integration with Cognos and
several list report provided and work space within Cognos for reporting on ICD. This is a two part
process of enable the connection and then download the provided reports (should you want to
use them)
See further information and details on the Installation on Premise Tab of this workbook
Document and record the data that must be loaded for Production and ensure a plan or strategy
figuration Documentation
integrations are not required but can be leveraged based on the code
on.
How To Notes
Working with Service Portal
IBM BigFix to ICD integration information
OSLC configuration

Reporting Wiki - Extensive Information on Cognos
Testing & Go-Live
Testing & Go-Live
Unit, system, and user testing should always occur for every process that is enabled, as well as interconnectivity to the proces
8 Testing, Migration and Production Readiness
8.1.1 Unit testing (Development)
8.1.2
8.1.3 System testing (Development)
Deliverable: Go Live Strategy
8.2 Production Environment (PROD)

The following steps are very similar to the steps completed in the Development environment using the steps above.
ALERT: Only if the discovery in your Development environment was successful, complete these steps in the Production
8.2.1 Production Hardware & Software Installations
8.2.2 Follow your production readiness/migration steps
Set up Authentication - LDAP/AD

8.1.4 Migrate Configurations or Data from Development
environment using Migration Manager, or manual
steps
8.1.6 Migrate to Production
8.1.5 User Verification and Acceptance
8.3 LDAP/VMM Sync Integration (PROD)

If you are integrating with Active Directory, please gather the information in the rows below. Keep in mind that you must
connection.
8.3.1 Gather/Retrieve the following information:

8.3.2 Type of LDAP server
8.3.3 Host IP
8.3.4 Port (389/636)
8.3.5 Base distinguished named (DN)
8.3.6 Bind distinguished name (DN)
8.3.7 Bind Password
8.3.8 SSLEnabled
Page 136
Testing & Go-Live
8.3.9 **Proceed to next step when you have gathered the
above data. **
8.3.10 Planning for Authentication
9 Go-Live
Page 137
Testing & Go-Live
Testing & Go-Live
or every process that is enabled, as well as interconnectivity to the processes should there be any.
Tips & Suggestions
Ensuring the system is function as designed before handing it over for user validation is a critical
success step. Performing this testing action through out the configuration is recommended.
Verifying inter-connectivity of the any connecting systems such as LDAP, VPN, ITIC would ensure
readiness for User verification
Completed Configuration Documentation and Migration to Production Plan
s completed in the Development environment using the steps above.

ent environment was successful, complete these steps in the Production environment.
Ensure that you have secured and set up production hardware, and software Installs have been
complete based on previous steps you have completed and documented for your production
readiness.
Based on your specific documentation, knowledge and steps you have identified while setting up
development, follow the steps you have established.
Follow the steps noted below to ensure there is an authentication and sign on approach
If you have used Process Content Packs, a good exercise is to review what you have used or
leveraged from the content to determine if the packs can simply be reinstalled into production or if
individual sets of data should be moved to production.
As this is a one time event it may be possible to move things into production as they are completed
however be cautious they work collaboratively. Otherwise a single migration strategy using
Migration Manager or manual steps and or a combination is often very successful.
Exposing the users to the system throughout the configuration can speed verification and improve
acceptance as the configurations are moved to production.
ase gather the information in the rows below. Keep in mind that you must have already established your VPN
e.g. Microsoft Active Directory

Ensure that this is your production IP
e.g. ou=accounts, dc=xxx, dc=com

Principle User, to query AD
Password for above
Page 138
Testing & Go-Live
LDAP or VMM sync
Ensure users are familiarized with the system, perhaps job aids or video training. See Project Start
for Training Links and URLs.
Go-Live support
Page 139
Testing & Go-Live
How To Notes
Testing Fun !
Test management best practices
Migration Manager - Knowledge Center

Migration Use Cases with the Migration Manager - Redbook
Test Cases from Use Cases
Page 140
Testing & Go-Live
Planning Guide - PDF link

Understanding LDAP and VMM Sync
Configure VMMSync
Using LDAP sync
Page 141
Supporting Job Aids
Job Aids are documents that have been created around areas of IBM Control Desk that will require design decisions for when im
These Job Aids work to assist you in thinking through certain processes or functions of the tool, by giving additional information
Summary
1.0 Job Aids
1.3.1 Cross Process
1.3.1.1 Classifications
1.3.1.2 Multi- site/ Multi-organization
1.3.2 Service Desk & Catalog

Workshop for Service Desk - Self-facilitated
1.3.2.1 Service Desk: Automation or Manual Processes
1.3.2.2 Service Catalog- Starting Point
1.3.2.3 Priority Matrix- How to Use As-is or Change
1.3.3 Asset & License Management

Determining what Tickets to work with for Asset
Management
1.3.3.1 Locations vs. Storerooms
1.3.3.2 Hardware Asset Management- Data Foundation
App Store - for Automating Software Deployments

1.3.4 Change & Configuration Management
1.3.4.1 Where to start- Configuration or Change Management
Supporting Job Aids
of IBM Control Desk that will require design decisions for when implementing ICD.
processes or functions of the tool, by giving additional information and questions which will help guide your decisions and design.
Links and Resources
Job Aids
These are Job Aids aid in decisions that are important across processes. They are foundational to ICD.
Classifications are relevant to all areas of IBM Control Desk. If you have any confusion about what Classifications are or how to
decisions for your Classification structure, work through this Job Aid for assistance in design decisions.
This Job Aid is important to consider when you are making decisions about whether you are going to use the multi site or multi
capabilities of Control Desk. This decision should be made during the first initial setup of ICD.
Self-facilitated Workshop
This workshop is designed to allow your business to conduct a strategy and design session for Service desk processes and ens
foundation of design before you begin the Service Management journey for desk and catalog functions/capabilities.
Leverage this aid to help your organization make the decision about whether to invoke/enable automation right away in the serv
processes or whether it is better to use a manual approach. This document gives information about both and provides question
organizations to think through or use during a workshop in order to make these decisions.
This document and the data provided will assist you in defining a strategy for establishing a service catalog in IBM Control Desk
time. Many customers have approached the delivering of services or service catalogs in varying ways, such as on their compan
with procurement tools, because there are many ways that can be used, this document will focus on how to work with the capab
are provided by IBM Control Desk and not the migration of an existing catalog into Control Desk. In order to determine the bes
your specific situation, use this document as it has a structure to allow you to gain an understanding of the system construct an
questions and then options for your particular situation or fulfillment work.
IBM Control Desk (ICD) provides a priority matrix application to support internal priorities for Service requests, Incidents and Pr
records. The matrix aids an organization in standardizing the internal priority of a record based on systematic selection of urgen
impact. If a user (such as an agent) selects impact and urgency, then, based on the logic in the matrix the internal priority value
automatically populated. Walking through this document can aid you in determining any updates, changes or deletes to the ma
align to your processes.
Use this Job aid to help you think through your design and approach on managing assets with work orders and or service reque
Control Desk.
What Tickets to use with Asset Management
This document is designed to cover some of the key elements of storing your assets during the asset management processes w
Control Desk. There are several things that need to be considered when initially determining whether to use only locations or lo
storerooms when storing the assets of your organization.
This job aid and the data provided will assist you in determining a good approach for your project to populate asset data into IB
Desk for the first time. It is not possible to know all the ways a customer may have existing data, there is no one way to get ass
IBM Control Desk. In order to determine the best approach for your specific data sets this document guides you to gain an und
the system construct and a series of questions and then options for your particular situation or data.
Getting started with App Store - Like Experience
Many organizations struggle with where or how to get started in the configuration or change management process, these proce
intertwined that it is difficult to determine how to begin. This document is going to assist you in thinking through what the curren
processes are and what a logical approach may be for starting the project implementation.
Visual Diagrams and Aids
It is said that a picture says it all. Perhaps that is true and if so here are some diagrams, pictures that may aid in
training.
Asset lifecycle to ensure control points and processes are focused in the
A
lifecycle the Solution will support
IBM Control Desk supports both Asset and Configuration Items. Thus it can be
B necessary to understand how the interact and what applications support each
structure
Discovery data is commonly populated/loaded into the IBM Control Desk to

C enable the ability for reconciliation of authorized versus what is found actually in
the environment. This Diagram depicts how this is visually viewed for Assets
For Asset Management it is necessary to create item masters should you want
to standardize or maintain consistent descriptions of assets as well as use the
D
procurement processes and applications. This diagram advises what it means
when you create non rotating, rotating or software which is not an asset at all
Through configuration it is possible to link Actual Cist to Configuration items as

E
well as Assets to deployed assets
Understanding the application use and flow for supporting software can be quite
F handy when attempting to determine what is necessary for enabling the IBM
Control Desk system to your processes
Process Content Packs are extensively mentioned in the getting started and in
G this workbook. So that you do not have to go back to Project start for this visual
here is the break down for what is found in the content at a very high level
H Service Catalog diagram and flow
I What is included and not in IBM Control Desk SaaS Offering
J IBM Control Desk overall process coverage

K Service Portal on Cloud
L Cognos Integration with IBM Control Desk 7.6 (only)

Visual Diagrams and Aids
ms, pictures that may aid in your learning, understanding and knowledge share. They can even be leveraged for
training.

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Instructions for How to Use this Workbook/IBM Con

Link to Project Start (for v7.6)

Using this workbook for single process

Grouping capability used in this EXCEL workbook

Making Decisions with Job Aids

Ask for Help?

Open an IBM Control Desk development system and navigate through

Template Configuration Document (imbedded object to the right)

Using Collections with Knowledge Center

Define Configuration versus Customization

Process Content Packs

Preparing for Production

Description of Individual Tabs located in this workbook/guide

Installation-On Premise (only)

Base Data Configuration

HW Asset and License Mgmt

Desk- Catalog, Inc & Prob (Incident and Problem)

Change - Config & Release (Configuration)

Testing & Go Live

s workbook, for making decision and overall suggestions.

Quick Info on using Collections with Knowledge Center

Information for using this workbook and overall general information.

Business Processes /Requirements

Self Paced Training - Provide Design Support for many of the

Process Content Packs Contain Business Process Designs

IBM Control Desk Knowledge Center

Information Technology Infrastructure Library (ITIL)

1. Business Scope Definition - Validation

1.2 Business Process Design and Requirements Gathering

1.2.1 Hardware Asset Management Requirements

1.2.3 Service Desk w/or without Self Service Requirements

1.2.4 Service Catalog Requirements

1.2.5 Service Portal on Cloud Requirements

1.2.6 Incident and Problem Management Requirements

1.2.7 Change Management Requirements

1.2.8 Configuration Management Requirements

1.2.9 Release Management Requirements

Business Processes /Requirements

Service Desk - Self Service - Training

Process Content Pack - Hardware

Process Content Pack - Service Catalog

Process Content Pack - Change Mgmt

Self-facilitated - Workshop focused on Service Desk/Catalog/Self-Service

Release mgmt. Overview - Knowledge Center

ns, recommendations or suggestions for setting up Tips & Suggestions

ed here at the top of the tasks.

2. Install and Prepare Products for Configurations - Development Environment

2.1 Follow these Steps

2.1.2 Server Identification (Prerequisite)

2.1.3 Install IBM Control Desk

IBM Tivoli Integration Composer (ITIC) (Optional)

IBM EndPoint Manager or IBM BigFix (Optional)

Install Cognos (Optional)

Cognos Prerequisites (Optional)

Software Catalog (SWKBT) (Optional)

Follow these Steps

2.2.2 Establish or ensure Connection with VPN (tunnel)

ALERT: These Steps would be repeated for the Production In

Tips & Suggestion

Install and configure HTTP Server

Tips & Suggestion

This is a one time event.

Best Practices for System Performance 7.5.x