CA Service Management

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  • 1.  DR Servicedesk should be sync with prod environment

    Posted Sep 18, 2019 04:46 PM
    Hi Team

    We have 2 environments of servicedesk i.e Production & DR

    DR is setup in separate zone. So that whenever our primary datacenter goes down we can switch over to DR
    How can we setup DR servicedesk with production database so that we will have same data on both sides. As of now , we have to restore prod data on DR site on weekly basis. How can we tackle this in such a way to switch DR servicedesk alive when needed with upto date data as production.

    Please advise


  • 2.  RE: DR Servicedesk should be sync with prod environment
    Best Answer

    Broadcom Employee
    Posted Sep 18, 2019 08:23 PM
    Hello Asim,

    You need to consider the different elements of your environment, and make sure that each element is replicated over. This will be different site to site due to what is installed and the environment, but here are some general concepts.

    * Database
    This is a question for the Database Administrator.  You'll need a replicated database, in exactly the same way that you would replicate the database to do large scale reporting off, rather than hitting the production server directly. But in case of a disaster, you'd use pdm_configure to point to this replicated database, rather than the original production database.

    * Service Management Application/s
    If you're using Service Desk Manager, then configure using "Advanced Availability." Then put one (or more) Standby Servers in the DR location.
    Then you just need to do a normal failover and promote one of those Standby Servers to be the Background Server.
    If you have other Service Management applications, then some of these will be handled by a similar mechanism, such as CMDB.

    * Attachments, Knowledge Documents and Files
    See your network administrator for a backup/replication plan to move files to the DR on a regular basis.

    * Authentication
    Again, a question for whoever handles this side. But you want to make sure you don't lose your authentication ability, as otherwise even having Service Management up in your DR location won't be any good, if the users are no longer recognised.

    * Environment
    You'll need to make sure that other environment pieces like Windows or IIS settings, are moved over.

    Note that Broadcom provides tools such as Client Automation which can be used to push packages out to keep some of this all aligned, but that's a different topic. 

    Anyway, long story short, you'll need to review each of the major elements of your Service Management environment as above, and make sure that there is replication for each of them.  You should be able to do a lot better with your database replication than the weekly copy you currently have. 

    Thanks, Kyle_R.

  • 3.  RE: DR Servicedesk should be sync with prod environment

    Posted Sep 23, 2019 12:14 PM
    Thanks Kyle for detailed explanation.