Service Desk 7 - What is it al about...
Updated: 21 May 2010 | 15 comments
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I have some questions on Service Desk 7. I have not been able to touch the Beta, so please induldge my ignorance...
After a real quick scan through Connect I learned the following:
- SD7 is based on Workflow (that was no news)
- Needs 64 bits OS (auch, is that true.)
- Untill NS7 does support running on 64bit OS, using SD7 always needs at least two servers. Is that right? - SD7 needs CMDB7
- Meaning CMDB7 solution or "just" version 7 of CMS/SMS? - Coding/customizations
- Customizations like adding lookup fields, changing banners, removing display fileds, adding datastores, removing/adding action buttons, etc, etc. Is this in SD7 done with Workflow or still done in the ascx/config/xml files? - Security
- there is one thread on securing a Que so nobody else can look into it even not when searching for. Is this indeed possible in SD7?
I will not be able to touch SD7 for some time, so I hope somebody can take the time to explain or give a solid link to this information.
Regards
Guido
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Here's what I know from
Here's what I know from Manage Fusion and the demos I've seen so far.
I only know of one 64bit server that is required for Service Desk 7 and it does not need to be a Notification Server
CMDB solution version 7 is required for Service Desk 7 to work
Customizations are done with the Workflow tools instead of the old way. (This is gonna be the biggest help for me)
I was told it will be possible to secure a Queue. I didn't see them do it in any of the ManageFusion demos so it's possible I was misinformed.
Hopefully public beta for SD7 will be out soon and we'll all get a chance to poke around with it and see how it's going to work for us.
- Matt
This is what I know.
Service Desk 7 will only run on 64-bit OS, I presume it will be Windows 2008 since that is the only 64-bit OS which will be supported for the future SMP 7.1. It also requires SQL 64-bit.
You will be able to export/import old incidents for historical purposes as well as your categories.
Service Desk 7 will run on a light run time version of Workflow, using the Workflow Designer tools you will be able to modify the default forms.
Rob Hilberding Sr. Consultant ExpressAbility www.expressability.com
It is a continual frustration
It is a continual frustration that symantec doesn't feel the need to share any real information with it's clients. SD7 is in closed beta so why do we still have to make educated guesses or pass on snipets from ManageFusion about the requirements?
Perhaps symantec feel it is easy for their altiris customers to aquire 64 bit hardware/OS and SQL 64 bit. We rely heavily on altiris solutions, including helpdesk, but it's looking like my organisation simply isn;t large enough to justify the expense of going to 7. Either way it would be nice to know so I can either spend the time learning 7 and doing a business case for the hardware/software purchases or fgo back to developing 6.
From the beta
Been runing the beta
Service Desk 7 requires a seperate 64-bit server. You also need a CMDB 7 system to connect to. SIM and the Symantec Management Platform cannot be installed on a 64-bit system still. So what happens is you build your CMDB 7 server, then build a 64-bit system (running on Windows 2003) Service Desk is very RAM intensive, Symantec recommends 8 gigs of RA M on your server.
Just like the workflow installation there is a service desk installation you run on your 64-bit Service desktop system, once you run the executable your server becomes your Service Desk system.
CMDB 7 does not require SQL 64 bit, you can run SQL 2005 32-bit or any other version of SQL that you can install NS7 on
Service Desk does not run a light run time of workflow, it runs workflow. If you purchase Service Desk 7 you will be able to do a limited amount of customization. If you want full customization of Service Desk you will need to purchase Workflow as well.
I hope this helps out
There is a public beta and beta refresh happening soon from what I can get out of Symantec. Also we at ITS will start demo'ing Service Desk and adding it to our monthly webcasts
Jonathan Jesse Practice Principal ITS Partners
Any other SQL version NS7 is supporting ?
So the choice is a litlle limited to: SQL 2005 or SQL 2005 !
~Pascal @ Bechtle~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF&l
Thanks Jonathan
Thanks for the info, I look forward to your webcast of SD7
Conclusion?
Even internal Symantec/Altirs employees are in the Dark in some of these aspects... Makes you wonder.
Customers do intent to plan buying new hardware, especially in this period. So a "little" (rd. VERY MUCH MORE) communication from Symantec is helpfull to advise our (both Symantec and mine) Customers...
So, I get a picture here. Lets see if my interpretation is correct:
- Buy HW&SW for SD7
- Buy CMDB7
- Upgrade to CMS7
- Probable for CMS7 & CMDB7 also buy one new box of HW together on
Can anybody tell what one can and what one can NOT customize WITHOUT buying Workflow?
- For smaller companies, when all Altiris is supporting 64bits, it can run on one BIG box?
Thx those for answering. I voted for you
Thx for voting for me asking this...
Guido
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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I asked that question at
I asked that question at Manage Fusion and was told that I could make changes to the existing processes (like Change).
However if I wanted to do a completely different process, like a VMware Server provisioning process that integrates with my incident system, I'd have to buy workflow. It may just be something we will be forced to "feel out" when we get our hands on it.
- Matt
what one can and what one can NOT customize WITHOUT buying WF7
Yep, a great global shared question: I would like a full detailed Symantec official answer !
What we got from Symantec our latest user group session in Geneva, and from my understanding:
But this is not meaning you cannot create your own process for IT provisioning management and so on, without WF7.
SD7 integrates, smart tasks/links & configurable items similar to HD6 does (but not same). So you can also build some "Workflows" like before. But not design additional web page portals inside your workflows without the designer (must build from existing available pages), except you want back for coding new pages as with HD6, and I guess without official support & probably no support upgrading ;-)
I also hope we can "externalize" new workflow designing, so it is not necessary to buy "designer", but just run a pre-design one (except I am not sure we do not need the "designer" to import this). Can be done or published from Symantec or partners, or generous other users ? I already receive some confirm this was OK, but never see it in real life, or any write. So I am steel waiting to be sure we can ;-)
~Pascal @ Bechtle~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF&l
I think that is correct
From what I can tell you are correct
I don't quite understand the licensing behind the requirement to buy CMDB 7 or if you get it when you purchase SErvice Desk, still need to figure that one out. But yes you would you have to buy a 64-bit system.
The issue with service desk is that a lot runs in RAM which is why they are recommending Service Desk be run on its own box. The workflows use a lot of RAM so I don't think you would even want to run it all on e box it would slow down your entire impelementation.
I will post later today when we have our Service Desk webcast setup.
Jonathan Jesse Practice Principal ITS Partners
That would be great!
Thx Johnathan.
I think it is needles to say (so why am I typing this?) that some people are in need of this and any other information where Symantec seems to lack to do so, yet.
Guido
Guido Langendorff
Arrow ECS Netherlands
Netherlands
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webinar
here is the link to the webcast https://www1.gotomeeting.com/register/704375041
Jonathan Jesse Practice Principal ITS Partners
CMDB and Work flow
If we dont currently have Altiris CMDB or work flow will we get it as part of the upgrade?
CDMDB + Workflow - included with SD7?
As I understand: You are talking about AMS2 in version 7, when saying CMDB: I also prefer this term "full CMDB" instead of "AMS2". But Altiris use the name "CMDB" for a small solution part instead :-(
I understand SD7 come with :
- a full CMDB & 1 concurrent access license: to be installed in the NS7 Win32 server...
- a WF run-time "like", without the "WF designer", to be installed in the SD7 win64 server...
So to build a "Service Desk 7" Altiris solution, you need 2 servers, or 3 if separate SQL server. If no separate SQL server, I recommend you install a 64 bit SQL server on the SD7, and plan 12GB RAM...
But it is prognostic, let see if it will be the case soon when SD7 will be released ;-)
~Pascal @ Bechtle~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF&l
SD7 Hardware requirement - official doc, at least !
Full release notes there
https://kb.altiris.com/article.asp?article=46471&p=1
Hardware requirements:
System requirements for the ServiceDesk server computer
The ServiceDesk application software is installed on the 64-bit ServiceDesk server computer. This server cannot contain an installation of Helpdesk Solution.
When you install the ServiceDesk application software and SQL Server on different computers, the computers must meet the following requirements:
This requirement is due to a limitation in the SQL Server Analysis Services.
Computer and processor
RAM
Minimum recommended: 8 GB
Preferred: 16 GB
Operating system
SQL Server components
The ServiceDesk server computer requires the SQL Server ADOMD.NET. This SQL Server component is a Microsoft .NET Framework data provider. It facilitates communication with the Microsoft SQL Server Analysis Services.
If SQL Server is installed on a computer that is separate from the ServiceDesk server computer (off-box), then the ServiceDesk Server requires the following SQL Server components:
This component of SQL Server is part of the SQL Server 2005 Management Objects Collection. You can download the Management Objects Collection installation from the Microsoft Web site. The file name is SQLServer2005_XMO_x64.msi.
This component is a prerequisite for installing the SQL Management Objects.
Microsoft Internet Information Services (IIS)
.NET Framework
Internet browser
We have tested ServiceDesk with the following browsers:
Additional requirement
~Pascal @ Bechtle~ Do you speak French? Et utilisez Altiris: venez nous rejoindre sur le GUASF&l
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