Symantec SERVICEDESK 7.0 MR2 - IMPLEMENTATION GUIDE V1.0 Implementation Manual page 129

Table 9-2
Action
Create change team groups
for Change Management.
Change the CAB approval
percentage for Change
Management
Set the database replication
schedule.
Verify the problem
categories.
(Optional) Make the
ServiceDesk documentation
available to your users.
Configurations for the ServiceDesk application software (continued)
Description
In the Change Management process, a change team is a group of people who can
assess, plan, authorize, schedule, implement, and test a change request. The change
team includes the Change Advisory Board (CAB). The members of the CAB advise the
change manager in the assessment, planning, and authorization of changes.
During the initial approval phase of the Change Management process, the change
manager selects the members of the change team. You can create predefined change
team groups to facilitate the team selection.
The change manager who provides the initial approval of a change request also selects
the change type. The change type determines the number of steps that the change
implementation requires. It also determines the number of workers who must be
involved in each step.
By default, when you use the ITIL change type, 100 percent of the participants must
approve a change before it can be implemented. You can change this percentage so
that a change can proceed after a single person s approval, a specific user s approval,
or a majority approval.
You change the approval percentage by editing the SD.ChangeManagement project
in Workflow Designer.
Your organization might want to create a replication database to duplicate the data
in the Process Manager database. The replication database is created during or after
the installation of the ServiceDesk application software.
See "About replicating the Process Manager database"
You can set up one or more schedules for synchronizing the data between the Process
Manager database and the replication database.
During the entry of a problem ticket, the process worker specifies a category to help
classify the root cause of the problem.
ServiceDesk contains default values for the problem category. You can add and edit
the problem categories. However, most ServiceDesk implementations either use the
default values or make only minor changes. You can make these changes by editing
the SD.ProblemManagement project in Workflow Designer.
We assume that each organization has specific requirements for providing
documentation to their process workers and the users of the ServiceDesk portal.
Therefore, the ServiceDesk documentation is not installed with the ServiceDesk
application software. We recommend that you download these guides and make them
available to your users as needed.
See "Making the ServiceDesk documentation available to users"
Configuring the ServiceDesk application
Configuring the ServiceDesk application software
on page 138.
129
on page 157.