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Scalability
Symantec® ServiceDesk Customization Guide 7.0
Exception Component/Exception Trigger/Exception Trigger By Component/
Exception Trigger By Exception Type – These components are necessary for logging
and reporting on any exception or issue that occurs while your process is being run.
Removal of these will compromise your reporting capabilities as well as prevent you
from troubleshooting properly.
Add New Data Element – This component will most likely be configured so as to
create a variable which will be utilized throughout the process. Removing this
component will compromise the integrity of your project.
ServiceDesk 7 is a complex system built on the most scalable elements of the Symantec
software platform. There are several ways to configure ServiceDesk based on the needs
of a particular organization. ServiceDesk supports simple configurations where one
server provides all of the ServiceDesk capability and complex configurations that use
clustering and load balancing technologies.
ServiceDesk 7 was designed and implemented as a modular system. There are two
essential parts of ServiceDesk 7 that work together to present a cohesive Service
Management platform to a user. Those pieces are the Process Manager Portal and the
ServiceDesk 7 ITIL Processes. They each provide the following (the list below is not
complete, but representative):
ServiceDesk 7 Process Manager Portal:
Service Catalog
Knowledge Base
Calendars/Scheduling
Reporting
ServiceDesk 7 ITIL Processes:
Incident Management
Problem Management
Change Management
Release Management
The Process Manager Portal is where almost all users will begin and end their work in
ServiceDesk 7.
The information provided in this section will help you understand the different methods
used to configure ServiceDesk servers to achieve optimal performance and user
experience from the basic parts of the product.
ServiceDesk 7 always requires:
1.SQL Server Database
2.Notification Server 7 with CMDB Solution
These prerequisites should be installed on a separate server and each of the
configurations described in this document assume this.
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