Symantec SERVICEDESK 7.0 MR2 - CUSTOMIZATION GUIDE V1.0 Manual page 66

Symantec® ServiceDesk Customization Guide 7.0
ServiceDesk 7 Standard
The first production configuration of ServiceDesk 7 involves moving all of the 'Offline/
Background Processing' onto a separate server. Background processing is work that
doesn't have to be done in an immediate response to a user navigating the ServiceDesk.
Examples of background processing are:
E-mail Monitoring
Task Timeouts
Task Escalations
Task Reminders
Scheduled Reports
Active Directory Synchronization
This configuration is ideal for customers who have fewer end-users who will access the
Service Catalog in the portal directly, or rely heavily on e-mail interactions.
This configuration is the most straightforward of the advanced configurations because it
is implemented by changing a small number of server settings and required only an
additional server. This is very similar to 1. ServiceDesk 7 Simple, but the single end user
facing application server has more capacity because it is only doing the work that is end
user facing.
Note: The Offline processing server does not have to be a 64 bit server with 16 GB of
RAM. It can be the customer's standard Application Server Specification.
ServiceDesk 7 Advanced Configuration #1
The first advanced configuration of ServiceDesk 7 involves moving the SD7 Process
Manager Portal onto a separate application server (this is the Workflow 7 Advanced
Process Manager Portal modified for ServiceDesk 7). This configuration allows the
system resources on the SD7 Process Manager portal to be utilized for caching database
and web service calls access routinely. The SD7 Processes server runs all of the dynamic
workflow processes that apply all of the business logic and rules of each of the ITIL 3
Service Desk processes.
Note: At this point in planning the physical topology of ServiceDesk 7 it is possible to
introduce multiple SD7 Process Manager Portal Servers that are connected by an IP Load
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