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Introduction ··································································································································································· 1
Overview ············································································································································································ 1
Features and benefits ························································································································································ 1
SOM architecture ······························································································································································ 1
Service Desk ······························································································································································ 2
Self-Service management ········································································································································· 2
CMDB management ················································································································································· 4
Planning ············································································································································································· 4
Installing SOM ······························································································································································ 5
Installation prerequisites ··················································································································································· 5
Hardware requirements ··········································································································································· 5
Operating system requirements ······························································································································ 5
VMware requirements ·············································································································································· 6
Database requirements ············································································································································ 6
IMC Platform requirements ······································································································································ 6
Browser requirements ··············································································································································· 6
SOM installation ······························································································································································· 6
Installing SOM ·························································································································································· 7
Deploying CMDB Management and Service Desk······························································································· 7
To deploy the components using Batch Deploy: ··································································································· 8
Installing SOM Process Designer ···························································································································· 9
Uninstalling SOM ······················································································································································· 11
Exploring the Service Desk interface ························································································································ 12
Logging in to Service Desk ············································································································································ 12
Using the Service Desk toolbar ····································································································································· 13
Help ········································································································································································ 13
Options ··································································································································································· 13
Lock Display ··························································································································································· 13
Log Out ··································································································································································· 13
Using the Service Desk navigation pane ····················································································································· 13
Using the Service Desk task pane ································································································································ 14
Filtering ··································································································································································· 14
Deleting tasks ························································································································································· 15
My WorkSpace ·························································································································································· 16
Process Monitoring ························································································································································ 16
My Task ··········································································································································································· 17
My Created Processes ··················································································································································· 18
My Related Processes ···················································································································································· 20
My Managed Processes ················································································································································ 21
Process management ················································································································································· 23
Process Management tabs ············································································································································ 23
Creating a process ················································································································································ 24
Creating a process group····································································································································· 24
Process management hierarchy ···································································································································· 25
Working with processes ······································································································································· 25
Ungrouped node ··················································································································································· 34
