Configuring The Servicedesk Application Software - Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual

Task
Verify or create groups,
permissions, and users.

Configuring the ServiceDesk application software

Tasks to perform before you configure the ServiceDesk application
Table 9-1
software (continued)
Description
If you use Active Directory authentication for ServiceDesk, the users and groups were
imported from Active Directory during the ServiceDesk installation. The installation also
had the ability to map the default ServiceDesk groups to the Active Directory group names.
Review the imported information to verify its accuracy and edit it if necessary.
You can view the group, permission, and user information in the ServiceDesk portal by
clicking the Admin tab and then clicking Users.
If you use native authentication for ServiceDesk, you must add the users in the ServiceDesk
portal. ServiceDesk contains predefined groups and permissions, which you can use or
modify. Assign the new users to the appropriate groups.
Because ServiceDesk contains predefined, ITIL-compliant settings, it is ready to
use as soon as you set up the ServiceDesk users. However, most organizations
prefer to perform some level of customization to incorporate their specific
procedures and processes.
See "About configuring the ServiceDesk application software"
Before you begin to configure the ServiceDesk application software, verify that
it is installed and that you have performed the required setup steps.
See "Before you configure the ServiceDesk application software"
Table 9-2 lists the configurations that are available. Perform the configuration
tasks that are necessary to incorporate your organization s specific procedures
and processes into ServiceDesk.
Many of the configuration tasks are performed in Workflow Designer and other
tasks are performed in the ServiceDesk portal. Most of the configuration tasks
that are performed in the ServiceDesk portal require administrator permissions.
For more information about any of the Workflow Designer tasks, see the
ServiceDesk Customization Guide and the Workflow Solution User Guide.
Configuring the ServiceDesk application
Configuring the ServiceDesk application software
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on page 124.
on page 124.