ServiceDesk

Hi,
I am currently using helpdesk and we need to move to service desk.
I am wondering how license works in SD. I heard there are different licenses(Base, analyst, etc.)
Can someone tell me what are the different license type and how are they consume/counts ?

Thanks,

There is  a base license that allows you to install the solution on the SMP server and the ServiceDesk server itself.  There are also analyst licenses that are usually based on the number of CMDB licenses you have.  You should get one analyst license for a certain number of CMDB licenses.  I think out of the box you should have five analyst licenses.

Both the base license and the analyst licenses are applied through the installation manager on your SMP server.

To get more details on your licensing you should talk to your account rep that you bought your symantec solutions from.

The analyst licenses are consumed whenever an analyst has an incident open.  An end user viewing a ticket they submitted should not take up an analyst license.

I was reading the Implemtation Guide and it says:
 

The ServiceDesk licenses that you purchased determine the number of people who can work in the ServiceDesk portal at one time. A license is consumed when a logged-on user has a ServiceDesk process view page open to work a ticket for any of the ServiceDesk processes.
 

Does that mean there is a class of license for "workers"? Analyst license is so expansive that it would not make sense if every helpdesk workers require a analyst license.

Thank you for you reply,

From what I have seen, when a "worker" is logged in to the servicedesk a license is not consumed.  When that worker clicks on an incident that they have permissions to edit then a license is consumed.  The licensing isn't based on the number of workers or analysts but on concurrent usage.  When the implementation guide states "A license is consumed when a logged-on user has a ServiceDesk process view page open to work a ticket for any of the ServiceDesk processes." that means they are viewing an incident or probmlem incident.  This could possibly mean doing things like creating a KB article as well or doing something with changecontrol but I am not sure if that will consume a license or not.

Does that answer your questions?

Jonathan

I would go to this discussion.

https://www-secure.symantec.com/connect/forums/sd7-licenses

The current version of Service Desk MR1 is supposed to fill a license when a user access an advanced service desk page (ie. Advanced ticket page, KB article creation pages as well as many others). This is also supposed to be by IP address. All a single agent can have multiple pages open but only fill one license. 

The trick is it doesn't work that way. If an agent opens multiple advanced ticket pages or other license filling pages in Service Desk it will fill that many licenses.

Also important to note is that MR2 is about to come out and according to the Release notes (which were only available for a few hours due to a mistake) that issue is supposed to be fixed.

I have been told by Symantec Technical support that MR2 is to be release "sometime this month." 
We will see about that but if I were you I would wait for MR2 to be release before you install service desk.