Service Desk Intelligence System Requirements

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1 Service Desk Intelligence System Requirements with Business Objects 6.5

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3 Westbury 2007 The information in this document is subject to change without notice. No part of this document may be photocopied, reproduced, transmitted, or translated into any other language without the prior and express written permission of Westbury. While every reasonable precaution has been taken during the preparation of this document, Westbury cannot warrant that it is error-free and assumes no responsibility for possible omissions. Furthermore, Westbury assumes no liability whatsoever for any possible damage resulting from the use of the information contained herein. Title: Service Desk Intelligence System Requirements Page: 3 of 13

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5 Contents 1. Service Desk Intelligence System Requirements Understanding the Service Desk Intelligence Architecture Service Desk Intelligence Architecture: Components and Tools Index 13 Title: Service Desk Intelligence System Requirements Page: 5 of 13

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7 1. Service Desk Intelligence System Requirements Service Desk Database Server: One of the following database platforms: Microsoft SQL Server 2000 (Enterprise edition, including Enterprise Manager and Query Analyzer) Microsoft SQL Server 2005 (with SQL Server Management Studio) Oracle 9.2 or higher (Oracle version 9.2 requires critical Update Patch version ), including Oracle Enterprise Manager Oracle 10G, including Oracle Enterprise Manager Operating System: as required by your database platform Service Desk Intelligence Web/Application Server: 1 standalone server, no other major applications installed Operating System: Windows 2000/2003 Server (Standard or Enterprise edition). Note: Business Objects version requires Windows 2000 Server with Service Pack 3 or Windows 2003 Server without Service Pack. Note: Business Objects version requires Windows 2000 Server with Service Pack 4 or Windows 2003 Server with Service Pack 1. Available disk space: 6 GB. CPU: Xeon Pentium IV 1.5 GHZ Memory: 2 GB File System Type: NTFS One of the following database client tools must be installed on the Web/Application server: Oracle Client Tools (if connecting to an Oracle database), including SQLPlus and Oracle OLE DB drivers. Oracle version 9.2 requires critical Update Patch version SQL Server ODBC driver, including OSQL (for Microsoft SQL server) Note: the client tools should have the same version as the database platform to which they will connect. Note: after completing the installation of Service Desk Intelligence, verify that the path to the client tools executable is set in the path system environment variable (choose Start > Settings > Control Panel > System > Advanced > Environment Variables. Verify that the path variable has been set correctly, for example, C:\oracle\ora92\bin; or C:\Program Files\Microsoft SQL Server\80\Tools\BINN) Note: if using the Oracle Client Tools, grant the IUSR user read and execute rights on the ORACLE_HOME directory. The IUSR user is built into Windows. Microsoft.NET Framework version Microsoft Internet Information Services (IIS) 5.01 or higher. Note: make sure.net is registered as a component of IIS. To register.net as a component of IIS, start a command prompt and run the command aspnet_regiis.exe i Microsoft Data Access Components (MDAC) 2.7 or higher. Download MDAC from Microsoft's website Service Desk Intelligence Client: Title: Service Desk Intelligence System Requirements Page: 7 of 13

8 Windows 2000 or Windows XP Type of CPU Pentium III 733MHz minimum; Number of CPUs: 1 Memory: 256 MB recommended minimum Disk (Size): 3 GB of free space minimum Network Desktop to RDBMS 100Mbps File System Type FAT32 or NTFS IE 6.0 or higher. Note: for viewing the Dashboard Manager module, Firefox 1.5 or higher can be used as well. SQL Server ODBC System DSN or Oracle Client configured in environments where the Business Objects client software is required. If connecting to SQL Server, the ODBC connection must be named the same on all machines on which the Business Objects client will be installed. In This Chapter Understanding the Service Desk Intelligence Architecture Service Desk Intelligence Architecture: Components and Tools Title: Service Desk Intelligence System Requirements Page: 8 of 13

9 1.1. Understanding the Service Desk Intelligence Architecture Service Desk Intelligence is comprised of two modules: Dashboard Manager: Dashboard Manager offers executive web-based dashboards on Service Level, Process Maturity and workgroup performance and the ability to track and monitor trends on key controls related to Service Management. Report Manager: Report Manager enables users to create reports based on data stored in Service Desk without any technical knowledge of SQL scripting language or the HP OpenView Service Desk database architecture. A report may, for example, show the number of open Service Calls per workgroup or the number of Service Calls solved inside and outside deadline per caller organization. The Report Manager module uses technology developed by Business Objects Inc. Both Dashboard Manager and Report Manager come with a set of components and tools. These components and tools are distributed over the Service Desk Database Server, Service Desk Intelligence Web Server and Service Desk Intelligence Client nodes (see the figure below). Title: Service Desk Intelligence System Requirements Page: 9 of 13

10 Notes: The figure below shows a common architecture for deploying Service Desk Intelligence. Depending on your requirements, additional architectures may also be explored. The Dashboard Manager module is installed as a separate application and as such is shown separately in the architecture. The Report Manager module, in contrast, is not installed as a separate application but uses a number of components (standard universes, documents and database functions) that are deployed on various nodes. Since the Report Manager module is not installed as a separate application, it is not shown separately in the architecture Service Desk Intelligence Architecture: Components and Tools The following table lists the components and tools that are deployed within each node of the Service Desk Intelligence architecture: Title: Service Desk Intelligence System Requirements Page: 10 of 13

11 Node Components/Tools Service Desk Database Server Service Desk database: Contains the schema to store the Service Desk configuration and data. Business Objects Repository database: Contains the schema for the Business Objects Repository, Universe and Document domain components. Business Objects Repository domain: Primary Schema to store all settings for the Business Objects security domain. Universe domain: Secondary Schema to store Universes available to the Business Objects user group. The universe domain is where the Westbury Universes will reside upon completion of the Service Desk Intelligence installation/configuration. A universe is the business-intelligent semantic layer that isolates users from the technical aspects of the database. You use a universe to build database queries and create reports via an intuitive user interface. Westbury provides a universe for each Service Desk entity. Document domain: Secondary Schema to store Documents/Reports with data, for the Business Objects user group. The document domain is where the Westbury Out of the Box documents will reside upon completion of the Service Desk Intelligence installation and configuration. WESTREPMAN database: The WESTREPMAN database is a Westbury-specific database containing user defined functions that are used to query the Service Desk database. Dashboard Manager database: Holds the metrics that are retrieved from the Service Desk database, as well as configuration settings (such as users and authorization settings) specific to the Dashboard Manager module. A metric is a periodic measurement (such as the number of service calls with an Actual Finish date in the last 7 days) taken from the Service Desk database. Note: in most installation environments, all databases run on the same database server. Service Desk Intelligence Web/Application Server Metric Collector: A service running on the Web server that retrieves metrics from the Service Desk database. A metric is a periodic measurement (such as the number of service calls with an Actual Finish date in the last 7 days) taken from the Service Desk database. Dashboard Manager: Dashboard Manager offers executive web-based dashboards on Service Level, Process Maturity and workgroup performance and the ability to track and monitor trends on key controls related to Service Management. WebIntelligence: Enables you to build and view reports via a web interface. InfoView Portal: A business intelligence portal that collects and consolidates your company's Business Intelligence information and presents it in a secure, organized, and personalized view to users inside and outside your organization. With InfoView you can view reports created by the Reporter module and WebIntelligence, as well as any other documents that are uploaded to the repository, such as Word documents, Excel spreadsheets, and PDF files. Scheduler: Enables you to schedule report actions and tasks for the publication of corporate documents. Publisher: Enables you to distribute reports via or the Infoview module. Title: Service Desk Intelligence System Requirements Page: 11 of 13

12 Node Components/Tools Service Desk Intelligence Client Reporter: Enables you to create ad-hoc reports via a semantic layer (universes) that is used to query the Service Desk database. Designer: Enables you to create, modify, and update universes. Supervisor: Enables you to define users and user groups, specify authorization settings (in order to ensure the secured access of these users and groups to various resources such as universes and documents) and configure all required database connections. Title: Service Desk Intelligence System Requirements Page: 12 of 13

13 2. Index S Service Desk Intelligence Architecture Components and Tools 10 Service Desk Intelligence System Requirements 7 U Understanding the Service Desk Intelligence Architecture 9 Title: Service Desk Intelligence System Requirements Page: 13 of 13

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