CA Service Management

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CA SDM::. Service Contracts 

Oct 01, 2015 04:31 PM

Reading CA WIKI - Service Contracts it's possible know about for why i need it. This doc will connect everything documents, theory and practice therefore going to step by step

 

you can linked many objects:

 

  • Privates Service Type
  • Pri
  • urg
  • cnt
  • groups
  • CI
  • pcat

 

 

A. CA SDM Configuration: Prerequisites on options manager

 

Image                                                                            Description                                                                
CASDM_servicecontract_03.jpg01.It's necessary install some options, go to Administration Menu on Options Manager
CASDM_ttv_enabled.jpg

02.Install Option: Ttv_enables

CASDM_ttv_delay.jpg03. Install Option: Ttv_evaluation_delay
CASDM_servicecontract_04.jpg04. Install Option: Ttv_highlight

 

 

 

 

 

B. Service Contract

 

ImagesDescription
CASDM_Login.jpg01. CA SDM Login
TAB_Menu_adm.jpg02. Select Administration tab.
CASDM_Menu_Adm_ServiceDesk.jpg03. Select Service Desk,
CASDM_20151002_servicecontracts_01.jpg04. Select Service Contracts on the Service Contract List page appears.
Criar.jpg05. Create New - The Create New Service Contract page appears.
CASDM_20151002_servicecontracts_02.jpg06. Complete the Service Contract fields as appropriate.
07. Configure the service contract mapping as appropriate.
Salvar.jpg08. Click Save - The service contract definition is saved and the Service Contract Detail page appears.
Srv_contract_Service_Type.png

09. Create Private Service Type (Tipo de Serviço Particular)

 

It's this register needs to linked on objects on next step.

 

10. Mapping CI's, Contacts, Prioritys, urgency as appropriate

 

 

C. Associate contract to organization

 

ImagesDescription
CASDM_20151002_servicecontracts_03.jpg01. select or create a new organization
02. organization
CASDM_20151002_servicecontracts_04.jpg03. update service contract
You can have only one service contract per organization

 

 

D. update contact & organization

 

Image                                                          Description                                               
CASDM_20151002_servicecontracts_05.jpg01. select...contact
CASDM_20151002_servicecontracts_06.jpg02. update organizations

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Comments

Oct 20, 2015 11:10 AM

Hi Ellery,

 

Step B.09

 

TAB 1.1

1. Additional Information

1.1 Private Service Type

 

CA SDM Brazilian Portuguese

1. Informações Adicionais

1.1 Tipos de Serviço Particular

 

Regards

Tiago Macul

Oct 20, 2015 10:43 AM

Hello TMACUL,

 

What you mean by "Create Private Service Type" and where can I find it?

 

Here at "Tipos de Serviço" I have by default:

  • Resolução com prioridade 1 - Tempo de resolução de 2 horas
  • Resolução com prioridade 2 - Tempo de resolução de 4 horas
  • Resolução com prioridade 3 - Tempo de resolução de 8 horas
  • Resolução com prioridade 4 - Tempo de resolução de 24 horas
  • Resolução com prioridade 5 - Tempo de resolução de 40 horas


Best,

Ellery

Oct 20, 2015 07:21 AM

TMACUL

 

Acho que isso vai me ajudar! :-)

 

Vou fazer os devidos testes.

 

O que pretendo é ter empresas externas para as quais presto serviços e os controlo pelo CA SDM. Essas empresas tem suas respectivas listas de serviços, SLAs, change requests, etc que eu atendo e executo.

 

Abraço,

Ellery

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