5.1 Given an understanding of integration options for service request management, describe them and their key capabilities.
5.2
Given the need to take control of remote workstations or servers in order to analyze and solve problems, explain, install and configure Tivoli Remote Diagnostics
functionality so that service desk analysts can use Tivoli Remote Diagnostics to take control of remote workstations or servers.
Detailed Exam Objectives
Section 1 - System Setup and Configuration
1.1. Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator rights, configure security groups so that users can have access to express or advanced Service Requests and
Incidents views.
SUBTASK(S):
Use this task to configure security groups to provide access to the express or advanced Service Requests and Incidents applications. Express applications provide a simplified, streamlined set of fields and specifications; Advanced applications contain more detailed options that are appropriate for expert users.
To assign a security group to the simplified or expert view of the Service Requests and Incidents applications, complete the following steps.
1.1.1. Go to the Security Groups application (Go To -> Security -> Security Groups).
1.1.2. In the Group field, type the first few letters of the security group that you want to work with, and press Enter. For example, type „sda‟ if you want to open a group that begins with those letters, such as SDADESKADMIN.
After you press Enter, a list of all of the matching groups is displayed.
1.1.3. Click the name of the group that you want to work with to open that group.
1.1.4. On the Applications tab, locate the Service Requests application:
1.1.4.1. Open the filter in the Applications table.
1.1.4.2. In the Description field, type Service Requests and then press Enter.
1.1.5. Click Service Requests to display options for assigning access rights for this application.
1.1.6. Open the filter in the lower Options table. This table shows a list of
detailed application rights; it is below the top Options table, which lists the main application rights.
1.1.7. In the Description field, type show, and press Enter.
Notice that Show Desk Agent Expert View and Show Desk Agent Simplified View are listed in the table.
1.1.8. Check the box beside the View option that you want to assign to the security group.
Note: Ensure that the security group is not assigned to both views. When a group is assigned to both the expert and the simplified views, both versions of the application tabs are displayed. Checking only one of the options ensures that the duplicate tabs are not displayed.
1.1.9. Repeat the previous steps for each of the security groups that you want to assign to a simplified or expert view of the Service Requests application.
1.1.10. Repeat this procedure for the Incidents application.
1.1.11. Click Save icon to save your changes. The Save icon is grayed out if you have not made change.
1.2. Given SCCD has been installed, describe the available workflow options included in service catalog so that service request approval and fulfillment process for a service request can be automated using workflows provided with the product.
SUBTASK(S):
Service Catalog can be configured to initiate a workflow for each service request.
The workflow specified drives the approval and fulfillment process for the request.
The approval and fulfillment process varies depending on the workflow option selected. Service Catalog includes two configurable workflow options:
1.2.1. Default workflow
The Default Workflow provides a predefined set of steps for approving and fulfilling service requests. This workflow uses configuration data specified at the both the organization level and offering level.
1.2.2. Response Plan workflow
The Response Plan workflow implements the approval and fulfillment process for service requests by invoking the response plan engine. This workflow uses configuration data specified at both the Organizations and Offerings level.
1.3. Given that SCCD has been installed, customer should know about the available optional contents so that these can be used to assist the client to have their environment operational in a shorter period of time.
SUBTASK(S):
The following describes the optional content packages available with SCCD for Service Desk and Service Catalog.
1.3.1. Service Desk content
Service Desk content includes pre-defined artifacts and sample data that can be optionally installed with the Service Desk component.
1.3.1.1. Security group application authorization
1.3.1.2. Best practices content for Service Desk: The best practices content provides additional content that you can use for ticket applications (Service Requests, Incidents, and Problems) included in the Service Desk module of SCCD.
1.3.1.3. Classification content for Service Desk
SmartCloud Control Desk provides a set of classifications for Service Desk that are included in the optional content.
1.3.1.4. Demo data for Service Desk
This includes sample person groups, security groups, users, assets, organizations, and companies that are provided with the Service Desk module of SCCD.
1.3.2. Service Catalog content
Service Catalog content is a data package that can be installed optionally with Service Catalog. It includes predefined sample organization
information, users, reports, Key Performance Indicators (KPIs), offerings, catalogs, and services as well as update and migration tools.
1.4. Given that SCCD is installed, understand how to use Automation Scripts application so that common tasks can be done without deploying Java files or restarting the server.
SUBTASK(S):
Use the Automation Scripts application to create and configure scripts that
automate routine tasks, based on the events or attributes of a business object, or based on actions or custom conditions. You can create a script in any of the supported scripting languages, and execute the script without deploying Java files or restarting the server.
With the Automation Scripts application you can:
Implement common business application validations by using script code that can be deployed immediately without the need for application server shutdown and restart.
Choose from one of two commonly used scripting languages - Jython or JavaScript, and easily plug in additional JSR-223 compliant scripting languages and engines to suit development needs.
Use wizards guide you through configuring scripts that run based on
different launch points. The launch points include object events or attributes, actions, or custom conditions.
Declare variables for the script in the application instead of in the source code. With variables, the code is simpler and easier to reuse in different launch contexts.
For a script to execute, you must specify:
A launch point that specifies the context for the script to run
Variables and corresponding binding values
Source code written in a supported scripting language
A launch point specifies the execution context for a script, for example when a business object is updated or a value is entered into a field. Four types of launch point are supported and the Automation Scripts application provides a separate wizard application for creating type of launch point. The four types of launch points are:
Object
Action
Custom Condition
Attribute
You can specify the variables that determine how information is passed into or received from a script in the script creation wizard applications. This approach separates variables from the source code for the script, making it easier to reuse the code for different purposes.
You can write source code in an external application and import it into the Automation Scripts application, or you can enter code directly into the Source Code field in the wizard applications. The source code can be written in any scripting language that is supported by the following script engines:
Mozilla Rhino, version 1.6 release 2
Jython, version 2.5.2
Section 2 - Work with Operational Data
2.1. Given a user has been authorization to access and use the self service center, explain the various parts and functionality of the self service center so that the user understands how the Self Service Center can be used to create/view many common requests/tasks.
SUBTASK(S):
2.1.1. The Self Service Center is a single page application where self service users can submit service requests, view solutions, order offerings, view their assets, view news, and access their recent service requests.
Typically a self service user is required to perform the following tasks:
2.1.1.1. Order from the Offering Catalog.
2.1.1.2. Search the knowledge base for frequently asked questions and solutions.
2.1.1.3. Report an issue.
2.1.1.4. View the status of previously-submitted requests.
2.1.1.5. View news bulletins.
2.1.1.6. View assets.
2.1.2. The Self Service Center guides the self service user through a series of common tasks, and aligns the creation, updating and tracking of Service Desk and Service Catalog service requests in a common manner.
The Self Service Center has four parts:
2.1.2.1. The Navigator, where users can create and view service requests, order offerings, search for solutions, and view frequent requests.
2.1.2.2. A My News pod, similar to the Bulletin Board, that shows the latest messages about critical problems and incidents, and information that is broadcast through the environment.
2.1.2.3. A My Requests pod that shows all service requests created for or by a user.
2.1.2.4. A My Assets pod that shows the status of assets for a user.
To open the Self Service Center, click Go To > Self Service > Self Service Center.
2.2. Given administrator privileges for the Self Service Center, configure the Self Service Center so that the Self Service Center is configured and can be used by end users to create/view common requests/tasks.
SUBTASK(S):
Many of the configuration updates related to the appearance of the Self Service Center require changes to the parameters stored in the Self Service Center properties file. This file is retrieved by the Self Service Center when it starts and is found on the administrative workstation at this location:
<drive>:\ibm\SMP\maximo\applications\maximo\maximouiweb\webmodule\webcli ent\javascript\com\ibm\ism\pmsc\dojo
If this copy of the file is modified, the maximo.ear file must then be rebuilt and redeployed. However, if preferred, the copy of the file that is stored on a J2EE server can also be modified. By doing this, changes made prior to final
deployment can be tested.
On an installed server with default installation values, the properties file can be found at this location:
<drive>:\Program
Files\IBM\WebSphere\AppServer\profiles\ctgAppSrv01\installedApps\ctgCell01\
MAXIMO.ear\maximouiweb.war\webclient\javascript\com\ibm\ism\pmsc\dojo\conf ig.properties
2.2.1. Configuring the navigator:
2.2.1.1. Add a task.
2.2.1.1.1. Edit the Self Service Center config.properties file.
2.2.1.1.2. Add a linkx statement that links to the feature you want to open, where x indicates the order in which the tasks appear on the menu.
2.2.1.1.3. Save the file.
2.2.1.1.4. Optional: Modify the version of the file that is stored on your J2EE server so that you can test the changes prior to final deployment.
2.2.1.1.5. Rebuild and redeploy the maximo.ear file on the WebSphere® Application Server.
2.2.1.2. Remove a task.
2.2.1.2.1. Edit the Self Service Center config.properties file.
2.2.1.2.2. Locate the section that specifies the task you want to remove.
2.2.1.2.3. Comment out the line for the task that you want to remove.
2.2.1.2.4. Save the file.
2.2.1.3. Hide the shopping cart and cart template icons.
Hide the shopping cart and cart template icons, self-service users must request each service that they need individually, rather than accumulating them into a cart for joint submission.
If the cart icon needs to be hided, set the hidecarticon parameter in the Self Service Center config.properties file to true. In the same manner, to hide the cart template icon, set the
hidecarttemplateicon parameter to true.
2.2.1.4. Change the name or description of a task.
The default names and descriptions of the three main tasks are specified in message keys. The "Label" keys contain the task names, and the "Desc" keys contain the task descriptions.
Message key names and default values
Key Default value
RequestsLabel Request a New Service
RequestsLabelDesc Open a request to acquire a new asset or service
HelpFixLabel Help me fix a problem HelpFixDesc Search for a Solution to your
problem. Open a ticket to resolve the problem if a Solution is not found.
RecentsLabel Frequent requests
RecentsDesc Easy access to the services you most often request
2.2.1.4.1. Create a message group and key in the
MAXMESSAGES table in the Maximo database.
2.2.1.4.1.1. Click Go To -> System Configuration ->
Platform Configuration -> Application Designer to open the Application Designer.
2.2.1.4.1.2. Choose the Messages action.
2.2.1.4.1.3. Create a new row and set the message group to srmsslabels.
2.2.1.4.1.4. Set the message key to the name of the key whose value you want to modify. For example, to change the name of the task
"Request a New Service," use RequestsLabel.
2.2.1.4.1.5. Set the value to the desired new string, such as "Request a service offering."
2.2.1.4.1.6. Set the display method to TEXT.
2.2.1.4.1.7. To change another value, repeat steps c.
through f., specifying the key and the new value.
2.2.1.4.2. Update the Self Service Center config.properties file.
2.2.1.4.2.1. Uncomment the line msggroup = srmsslabels.
2.2.1.4.2.2. Set the parameter getTopNodeStrings = true.
2.2.1.4.2.3. Save the file. See "Configuring the Self Service Center" for information about updating the config.properties file.
Configuring the My Requests pod.
The My Requests pod can be configured by an administrator to add additional columns, change the default number of rows to display, or change the refresh rate.
By default the data displayed in the My Requests pod is refreshed every 60000 milliseconds. This rate can be changed by editing the RequestsAutoRefresh parameter in the config.properties file.
By default the number of rows, or items, displayed in the My Requests pod is 15. The number of rows can be changed by modifying the MyRequestsGridRows parameter in the
config.properties file. The default number of rows works best at lower screen resolutions.
You can also configure the columns that appear in the table. This is done using the XML presentation definition.
Further configuration parameters are held in srmssctr.xml that are used to configure the types of service request that are retrieved from the server and the dialog that is used to display them. In general, these parameters are for advanced use and the default values should not be changed:
Table 1. Advanced configuration parameters Parameter Default value Description
osname SRM_SR Object structure
name
filterdomain SRM_SRUSRLIST Filtering domain name
ticket_object SR Ticket object to
display
viewdialog srmssviewsr Name of dialog used to display the service requests
label My Requests Pod label
1. From the Go To menu click System Configuration -> Platform Configuration -> Application Designer.
2. In the Application field, type srmssctr.
3. Click the srmssctr application, and select Export the presentation XML.
4. Edit the srmssctr.xml file.
5. Add or modify the desired columns and attributes in the columns=""
element of the following line: <requestspod
columns="ticketid,status,pmsccrid,statusdate,affectedperson"
id="my_requests_pod" label="ServiceRequestsPod"/>
6. Import the saved srmssctr.xml file.
7. If any columns are added, the data used in those columns must not be excluded from the appropriate object structures.
a. Click Go To -> Integration -> Object Structures.
b. Edit the SRM_SR object structure.
c. Click the Exclude/Include Fields Action.
d. Clear the check boxes by the names of the columns that you added so that the data is included.
2.2.2. Configuring ticket templates for Self Service Center.
Ticket templates can be used in the Self Service Center to allow users to quickly create a new request.
Checking the Self Service Access? check box will make this ticket template available to users in the Self Service Center. When the box is checked, a new section for the Self Service Center will become visible allowing additional configuration. The additional parameters control the following:
2.2.2.1. Service Desk Template? - This denotes which path the ticket template can be found. If the box is checked, users can navigate to this Ticket Template using the "Help Me Fix an Issue" link on the Self Service Center navigator. If the box is not checked, users can navigate to this Ticket Template using the "Request a New Service" link. Similar configuration can also be configured on Service Catalog Offerings.
2.2.2.2. Frequent Request? - When this box is checked, this Ticket Template will appear in the "System Wide Frequent Requests"
folder in the Self Service Center for all users.
2.2.2.3. Show Attachments? - When this box is checked, the user will see the option to add an attachment to the new Service Request. If the box is not checked, the user will not have the option to specify an attachment.
2.2.2.4. Show Assets? - When this box is checked, the user will be able to associate an affected asset to the Service Request. If the box is not checked, the user will not be able to specify an affected asset.
2.2.2.5. Show Screen Capture? - When this box is checked, the user will be able to use the Screen Capture applet to capture a their screen.
This can be helpful in reporting issues.
In addition, an image can be attached to the ticket template using the "Add / Modify Image" action. The image will be shown in the Self Service Center Navigator as the user is browsing the list of Offerings and Ticket
Templates and can be used to provide visual information to an end user. If no image is specified, a default image will be used.
2.2.3. Configuring miscellaneous self service details.
Follow these steps to configure miscellaneous details of the appearance and behavior of the Self Service Center. In each case you are modifying parameters in the config.properties file.
2.2.3.1. Disable the tooltip help.
By default the Self Service Center provides tooltip help, which is displayed when the cursor hovers over an icon. If this function needs to be disabled, set the tooltip parameter to false. The tooltip help can also be turned off by using the Application Designer.
Export the XML definition of the srmssctr application, set the value of the tooltip parameter to false, and re-import the XML.
2.2.3.2. Change the default number of Navigator entries requested When a user opens the Self Service Center the application retrieves the names and descriptions of a number of offerings.
This data is cached to permit quicker responses as the user scrolls through the list. The default number of offerings is 500. If it is preferred to retrieve data for more or fewer offerings, the value of the SrmNavigatorMaxResults parameter must be changed.
2.3. Given full access to the Response Plan application and that job plan, actions, communication templates and ticket templates have been created, use the Response Plans application to complete the response plan details and select the proper Response Plan criteria so that the response plan is successfully created and can be applied to records of the related object.
SUBTASK(S):
A response plan ensures predictable and repeatable responses to similar work requests. You can apply a response plan to a ticket, work order, sales order, workflow, or escalation.
A response plan is selected based on conditions that match information about the ticket, work order, or sales order. If more than one response plan matches the conditions, the response plan is selected using its ranking value.
A response plan is selected based on conditions that match information about the ticket, work order, or sales order. If more than one response plan matches the conditions, the response plan is selected using its ranking value.