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Configuring the
ServiceDesk application
This chapter includes the following topics:
About configuring the ServiceDesk application software
Before you configure the ServiceDesk application software
Configuring the ServiceDesk application software
About incident categories and the data hierarchy
About the incident priority
Default priority, urgency, and impact values
How the incident priority is calculated
About the Service Level Agreement and Operating Level Agreement
About the Service Level Agreement (SLA) time frames
Default SLA time frames
About business hours and holidays
About Follow the Sun routing
About replicating the Process Manager database
About the Service Catalog and service items
Chapter
9
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