Service Desk: You Own it Why Aren't You Using it? Lab

Transcription

1 Service Desk: You Own it Why Aren't You Using it? Lab ZEN20 Novell Training Services ATT LIVE 2012 LAS VEGAS

2 Legal Notices Novell, Inc., makes no representations or warranties with respect to the contents or use of this documentation, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc., reserves the right to revise this publication and to make changes to its content, at any time, without obligation to notify any person or entity of such revisions or changes. Further, Novell, Inc., makes no representations or warranties with respect to any software, and specifically disclaims any express or implied warranties of merchantability or fitness for any particular purpose. Further, Novell, Inc., reserves the right to make changes to any and all parts of Novell software, at any time, without any obligation to notify any person or entity of such changes. Any products or technical information provided under this Agreement may be subject to U.S. export controls and the trade laws of other countries. You agree to comply with all export control regulations and to obtain any required licenses or classification to export, re-export or import deliverables. You agree not to export or re-export to entities on the current U.S. export exclusion lists or to any embargoed or terrorist countries as specified in the U.S. export laws. You agree to not use deliverables for prohibited nuclear, missile, or chemical biological weaponry end uses. See the Novell International Trade Services Web page ( for more information on exporting Novell software. Novell assumes no responsibility for your failure to obtain any necessary export approvals. Copyright 2012 Novell, Inc. All rights reserved. No part of this publication may be reproduced, photocopied, stored on a retrieval system, or transmitted without the express written consent of the publisher. Novell, Inc., has intellectual property rights relating to technology embodied in the product that is described in this document. In particular, and without limitation, these intellectual property rights may include one or more of the U.S. patents listed on the Novell Legal Patents Web page ( and one or more additional patents or pending patent applications in the U.S. and in other countries. Novell, Inc. 404 Wyman Street, Suite 500 Waltham, MA U.S.A. Online Documentation: To access the latest online documentation for this and other Novell products, see the Novell Documentation Web page ( Novell Trademarks For Novell trademarks, see the Novell Trademark and Service Mark list ( Third-Party Materials All third-party trademarks are the property of their respective owners. 2

3 Contents SECTION 1 Novell Service Desk Service - Installation and Configuration Lab 5 Exercise 1-1 Install and Configure MySQL Database Task I: Install the MySql Server Task II: Install the MySQL GUI Administration tools Task III: Create a new Database Schema and a User to manage the new Database 7 Task IV: Install the Novell Service Desk Application Task V: Test and configure the Novell Service Desk application connection to the MySQL Database Task VI: Generate and import the Tables needed for the Novell Service Desk Database Novell Training Services (en) 15 April 2009 SECTION 2 Configure Novell Service Desk Application Integrations 13 Exercise 2-1 Configure Novell Service Desk Integrations Task I: Create a GroupWise User Account for use with Novell Service Desk Task II: Configure GroupWise Integration Task III: LDAP Server Configuration Task IV: Import Configuration Items from ZENworks Configuration Management SECTION 3 Configure the Novell Service Desk Application 21 Exercise 3-1 Configure the Novell Service Desk application Task I: Create Organizational Units Task II: Add the Organizational Unit to users Task II: Configure the Access for the Technicians Task III: Manage the Default Incident Team Task IV: Manage the Service Level Agreements Task V: Manage Categories, Types and Items SECTION 4 Incident Management 31 Exercise 4-1 Incident Creation, Resolution and Publication Task I: Create an Incident Task II: Incident Resolution

4 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 4

5 SECTION 1 Novell Service Desk Service - Installation and Configuration Lab Novell Service Desk Service - Installation and Configuration Lab In this lab you will Install and configure the MySQL database for use with Novell Service Desk: Objective Install and configure a MySQL Database for use with Novell Service Desk. Create the Database Tables and import into the MySQL Database for use with Novell Service Desk Novell Training Services (en) 15 April 2009 In this exercise you will complete the following tasks: Task I: Install the MySql Server. on page 6 Task II: Install the MySQL GUI Administration tools on page 7 Task III: Create a new Database Schema and a User to manage the new Database on page 7 Task IV: Install the Novell Service Desk Application on page 8 Task V: Test and configure the Novell Service Desk application connection to the MySQL Database on page 9 Task VI: Generate and import the Tables needed for the Novell Service Desk Database on page 10 Scenario In this lab you will install MySQL and the MySQL GUI Tools. You will configure the MySQL database with an instance for use with Novell Service Desk. You will Configure the Novell Service Desk Application to talk to the MySQL Database and then generate a script to be used to create the tables necessary for the Novell Service Desk Database. You will then use the MySQL GUI Tools to run the script and create the tables. Finally you will then log into the Novell Service Desk. Prerequisites The following steps must be completed prior to starting the lab. 1. The DA3W Windows 2003 Server VM must be loaded 2. The NSD VM must be started, though not configured yet 3. The DA-ZCM VM is started used for LDAP and Object Importing 5

6 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Exercise 1-1 Install and Configure MySQL Database In this Lab you will install and Configure the MySQL Server. You will create a database schema for use with Novell Service Desk. You will create a user and assign privileges to the Novell Service Desk database instance. You will Configure the Novell Service Desk Applications Network. You will connect and test the connection from Novell Service Desk to the database, then generate the script needed to generate the needed tables in the Novell Service Desk Database. You will then run the script to create the tables and verify that you can successfully log into the Novell Service Desk. Task I: Install the MySql Server. 1. Switch to the DA3W VM 2. Press Ctrl-Alt-Insert to login in 3. Login in as Administrator with a password of n0v3ll 4. Double -click the My Computer Icon on the DA3W VM. 5. Double-click the Shared folders from the Network Drives list 6. Navigate to Z:\exercices\zen11 7. Double-click on the mysql-essentials win32.msi to start the Server installation. 8. Select Run 9. On the MySQL Server 5.1 Setup Wizard Screen, select Next 10. On the Setup Type Screen with Typical chosen select Next 11. On the Ready to install the Program screen select Install Wait while the MySQL Server 5.1 software is installed 12. On the MySQL Enterprise screen Select Next 13. On the second MySQL Enterprise screen Select Next 14. On the Wizard Completed screen, make sure the Configure the MySQL Server now box is checked, select Finish 15. On the Welcome to the MySQL Server Instance Configuration screen select Next 16. Select the Standard Configuration radio button, then select Next 6

7 Novell Service Desk Service - Installation and Configuration Lab 17. Make sure the Install as a Windows Service, Launch the MySQL Server Automatically and the Include Bin Directory in the Windows PATH boxes are all checked, then select Next 18. With the Modify Security Setting box checked, enter and confirm n0v3ll as the root users password. Check the Enable root access from remote machines box, then select Next 19. To Configure the MySQL Server Instance, select Execute 20. Close the configuration window by selecting Finish 21. DO NOT close the explorer window You have successfully installed and configured the MySQL Server 5.1 Instance. Novell Training Services (en) 15 April 2009 Task II: Install the MySQL GUI Administration tools In this task you will install the MySQL Administration tools, connect to the MySQL Server Instance, create a Database Schema for Novell Service Desk and then create a user who will be used to manage the database schema for Novell Service Desk 1. With the Explorer window still open, double-click the mysql-gui-tools-5.0r17- win32.msi to launch the installer 2. Select Run 3. On the Welcome to the Setup Wizard for MySQL Tools for 5.0, select Next 4. Select the I Accept the terms... radio button and then select Next 5. Accept the default destination folder by Selecting Next 6. On the Setup Type Screen, select Next 7. Install the MySQL Administrator Tools by selecting Install Wait while the Administrator tools are installed. 8. When the installation is completed, close the installation wizard by selecting Finish 9. Close the explorer window 10. Create a Shortcut to MySQL Administrator by selecting Start > Programs > MySQL >, highlighting MySQL Administrator, clicking on your right mouse button, then selecting send to Desktop (create shortcut) 11. Repeat Step 10 for the MySQL Query Browser application Task III: Create a new Database Schema and a User to manage the new Database In this task you will connect to the MySQL Server as the root user, create a new Schema for the Novell Service Desk, then create a user who'll manage the Novell Service Desk Database. 1. Launch the MySQL Administrator application by double-clicking the icon on the desktop 7

8 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 2. Connect to the MySQL Server with the following credentials Parameter Server Host once the credentials are entered select OK localhost Port 3306 Username Password 3. Create a new Catalog (Schema) for the Novell Service Desk, by highlighting the catalogs entry on the left, then in the lower left pane right-mouse and select Create New Schema 4. Enter nsd for the Schema name, then select OK 5. Highlight User Administration in the upper left pane, then select the Add new user button on the lower right, enter the following: root n0v3ll Parameter MySQL User Password Confirm Password Full Name Description NSD n0v3ll n0v3lll NSD Admin User to manage NSD NOTE: Remember the User Name is case sensitive, so whatever case you enter now needs to be preserved when logging in later Select Apply Changes 6. Grant Privileges to the NSD User to manage the Database, while still in the NSD Admin account select the Schema Privileges tab, highlight the nsd schema, then click on the double arrow(<<) to select all privileges, then select Apply Changes 7. Close the MySQL Administration tool. You have successfully generated a new MySQL Schema nd Database User for use with Novell Service Desk. Task IV: Install the Novell Service Desk Application In this task you will configure the Novell Service Desk Applications Network Setup 1. Switch to the NSD VM 2. Login as root with a password of n0v3ll 8

9 Novell Service Desk Service - Installation and Configuration Lab 3. Open a terminal window, by right mousing on the desktop and select Open in Terminal 4. Switch to the Service Desk folder by typing cd /ServiceDesk 5. Launch the ServiceDesk Application installer by typing java -jar Installer.jar 6. On the Language Selection dialog, with ENG chosen, select OK 7. On the Service Desk Application Welcome screen, select Next 8. Accept the License agreement and select Next 9. On the User Data screen, change the port to 80 and select Next Novell Training Services (en) 15 April 2009 NOTE: As long as there are no web services running on Port 80 you can chnage from the default On the Target Path, accept the default and select Next 11. On the Message dialog, select Ok 12. On the Select Installation Packages screen, select Next 13. Wait while the packages are installed, once completed and you and see Finished, select Next 14. On the Setup Shortcuts screen, select Next 15. On the Perform External Processes screen, select Next NOTE: The livetime daemon is set to start at run levels 3 and On the Installation Finished screen, select Done Task V: Test and configure the Novell Service Desk application connection to the MySQL Database In this task you will configure the connection from the Novell Service Desk application to the MySQL database instance. 1. Press Ctrl-Alt to release the mouse 2. Switch to the DA3W VM 3. Open a browser and enter nsd.digitalairlines.com 4. Test the Connection from the Application to the MySQL Database by Entering the Following: Parameter Database Type Server Host MySQL da3w.digitalairlines.com Server Port

10 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Parameter Database Username Password If using Firefox you may be asked to remember password, it s your choice. Select the Test Button If you receive a Successfully connected to the database continue to the next task, if not review the information and try again. Remember the Username is case sensitive nsd NSD n0v3ll Task VI: Generate and import the Tables needed for the Novell Service Desk Database In this task you will generate a script to create the tables needed for Novell Service Desk, then run the script to create the tables with the MySQL Query Browser tool and then connect the Novell Service Desk application to the 1. Once the Application has successfully connected to the database, select the Schema button. In firefox you may receive a message about changing the NSD stored password 2. In order to generate the script needed to create the tables select the Create button It will take a few seconds 3. We will now copy the script generated to a text file to use to import a. Click in the box, press ctrl-a to highlight all. b. Right-mouse select copy. c. Minimize the browser window d. Create a text file, by clicking right-mouse, new> text document, name the file nsd.sql, confirm the file name extension change by selecting Yes e. Double-click on the nsd.sql to open the script file f. Paste the script by pressing ctrl-v g. Save and close the file 4. Open the MySQL Query Browser tool by double-clicking the icon on the desktop 5. Connect with the tool by entering the following: Parameter Server Host Username Password localhost NSD n0v3ll 10

11 Parameter Default Schema NOTE: Remember the Username is case sensitive Select OK to connect Novell Service Desk Service - Installation and Configuration Lab 6. Open the script file by selecting File > Open Script > and browsing to the nsd.sql script file on the desktop then select Open 7. Select Execute from the icon bar Wait while the script generates the tables 8. Close the MySQL Query Browser 9. Restore the Browser Window, then select Done 10. Select Save Wait while the configuration is saved, once completed you will be presented with the Novell Service Desk Login nsd Novell Training Services (en) 15 April

12 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 11. Test the Admin user login by entering the following: Parameter Username password admin admin 12. Logout of Novell Service Desk Congratulations you have successfully installed and configured Novell Service Desk. (End of Exercise) 12

13 SECTION 2 Configure Novell Service Desk Application Integrations Configure Novell Service Desk Application Integrations In this lab you will configure the Novell Service Desk application integrations You will configure integration with an system so that from the support technicians can be sent and received. You will then configure integration with a LDAP directory to use to populate the Novell Service Desk application and finally configure integration for Asset imports from ZENworks Configuration Management. Novell Training Services (en) 15 April 2009 Objective Configure the Novell Service Desk Application Integrations. These integrations will allow user authentication and the ability to have the Novell Service Desk send and receive . It will also allow for the import of Configuration Items (CI s) directly to the Configuration Management Database. (CMDB) In this exercise you will complete the following tasks: Task I: Create a GroupWise User Account for use with Novell Service Desk on page 14 Task II: Configure GroupWise Integration on page 14 Task III: LDAP Server Configuration on page 17 Task IV: Import Configuration Items from ZENworks Configuration Management on page 18 Prerequisites DA3W VM is up and running NSD VM is up and running DA-ZCM VM is up and running 13

14 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Exercise 2-1 Configure Novell Service Desk Integrations In this exercise you will configure the Novell Service Desk application Integrations You will configure Integration with Novell GroupWise, then an LDAP directory and finally Zenworks Configuration Management. You need to complete the following steps: Task I: Create a GroupWise User Account for use with Novell Service Desk Do the following: 1. Switch to the DA-ZCM VM 2. Launch ConsoleOne by double-clicking the icon on the Desktop, on the Password needed screen, enter n0v3ll and then select Continue on the warning message, click OK 3. Log into ConsoleOne by entering n0v3ll as the admin password, select login 4. Connect to the GroupWise system by highlighting the GroupWise System, then choose Tools> GroupWise System Operations> Select Domain, verify the path as /mail/slcdom and then select Ok 5. Expand the GroupWise System, highlight the SLCPO post office object, rightmouse and select New> User 6. Make sure the Users container is highlighted, then select Ok 7. Create a user with the following credentials: Parameter Name Surname Password Support Support n0v3ll Check the Define Additional Properties, then select Ok 8. Click on the General Tab, enter NSD for the Given Name, select Ok 9. If prompted to change the address select yes 10. Minimize ConsoleOne Task II: Configure GroupWise Integration In this task you will log into the Novell Service Desk with the Admin account and configure integration 1. Switch to the DA3W VM 2. Launch a browser and go to nsd.digitalairlines.com 3. Once the Novell Service Desk log appears, log in with the username admin, password admin 14

15 Configure Novell Service Desk Application Integrations The following is displayed 4. Click the My Account Tab 5. Select Edit 6. Change the field to 7. Change the Time Zone to GMT -7 Mountain Time, then select Save 8. Click on Setup tab 9. If the settings page is not displayed, click The following is displayed Novell Training Services (en) 15 April

16 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 10. Enter the following to configure the settings: Parameter Incoming Server dagw.digitalairlines.com Protocol pop3 User Name Support Password n0v3ll Reply To support@digitalairlines.com Outgoing Server dagw.digitalairlines.com Authentication User Name Password Login Support n0v3ll Select Save, then Test to test the connection. 11. View the Log to verify the Send/Receive Test, by selecting the Log tab 12. Select the Setup Tab. The following is displayed: 16

17 Configure Novell Service Desk Application Integrations 13. Set the Polling to Yes with a 30 minute interval, then select Save 14. To save the configuration after a successful connection select Save 15. Switch to the DA-ZCM VM, launch the GroupWise client. Log in as Admin, password of n0v3ll. Verify that you received an from Support@digitalairlines.com. 16. Close the GroupWise Client Task III: LDAP Server Configuration In this task we will create user groups in the LDAP Directory that are needed to create our users accounts, then configure the LDAP server and sync accounts to be used with Novell Service Desk 1. Switch to the DA3W VM 2. Select Authentication from the menu bar. 3. To add an LDAP or Active Directory Server for authentication select Edit on the Server tab 4. From the Drop Down change the Server Type to LDAP Server Authentication Enter the following Novell Training Services (en) 15 April 2009 Parameter Security Server Host SSL-Username+Password da-zcm.digitalairlines.com Server Port 636 Username Password Base DN Default Timezone cn=admin,o=da n0v3ll o=da GMT -7 Mountain Time Select Test, if Connection failed, review the settings and try again You will notice that it reports of missing LDAP groups, this is ok. Select Done Select Save 5. Select the Advanced tab, review the User Groups that Novell Service Desk Members of each group will be assigned the appropriate Role within the system. To assign multiple Roles to a User, make sure they are members of each of the required groups. 6. Let s go create the user groups, switch to the DA-ZCM VM 7. Maximize ConsoleOne or launch it if it is closed, authenticate as Admin with a password of n0vell 17

18 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 8. Expand the DA-TREE, and select the Organizational Unit DA 9. Use the table to create the following groups and add the users to each group Group Name Members LiveTimeAdministrators JPark.users.slc.da LiveTimeSupervisors JPark.users.slc.da LiveTimeTechnicians RSmith.users.slc.da KSato.users.dia.da LiveTimePartners LiveTimeManagers LiveTimeFinance LiveTimeCustomers JPark.users.slc.da JPark.users.slc.da JPark.users.slc.da MJones.users.slc.da RSmith.users.slc.da SWagner.users.slc.,da KSato.users.dia.da MPerez.users.dia.da 10. Close ConsoleOne, switch back to the DA3W VM 11. Select the Server tab, then Edit, then Sync to initiate a LDAP Sync as a background process. 12. Select the Users tab, verify that the customers and users and their respective roles displayed. You will need to select both the Customers and Users from the menu bar to see all users Task IV: Import Configuration Items from ZENworks Configuration Management In this task you will setup the integration and then import devices from ZENWorks Configuration Management system 1. Switch to the DA-ZCM VM. 2. Open a Terminal Window 3. Switch and become root user by entering, su - with a password of n0v3ll 4. type zman dgc, then enter 5. Log in as Administrator with a password of n0v3ll, after a few second the Database User Name and a password will be displayed as follows: 18

19 Configure Novell Service Desk Application Integrations Novell Training Services (en) 15 April Highlight, right-mouse and copy the Database password. 7. Switch to the DA3W VM 8. Select the Setup tab 9. Select CMDB Import from the menu bar 10. The Setup tab should be highlighted, select New 11. In the Server Fields enter the following Parameter Type Identifier ZENWorks Configuration Management v10.0 ZCM-DA 12. In the Database fields enter the following Parameter Type Host Sysbase Anywhere da-zcm.digitalairlines.com Port 2638 Name Username Password schema catalog zenworks_da-zone zenadmin Zw0#042e9b7ea94be67934f5a49f2 zenadmin zenworks 13. Change the Ownership by clicking the selected Customer radio button, then use the magnifying glass to list users and select Jee-Soo Park 14. For Synchronization, select Yes to auto create new items. 15. For the frequency, use the drop down to select Daily 19

20 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 16. Set the commencement time for 3:00 AM 17. To test the connection to the ZENworks Configuration Management Database, select Test If you receive the Successfully connected to the external Asset Management System continue on to import the Items, if you receive an error review your settings and try again 18. Select Save 19. Select Import 20. Log out of the Novell Service Desk Application (End of Exercise) 20

21 SECTION 3 Configure the Novell Service Desk Application Configure the Novell Service Desk Application In this Lab you will configure the Novell Service Desk application. You will configure the Default Portal for the technicians. You will also create organizational units to represent the Company and/or departments within the Company Novell Training Services (en) 15 April 2009 Objective In this lab you will continue with configurations of the Novell Service Desk Applications. These configurations will deal with the operational level of the application. In this exercise you will complete the following tasks: Task I: Create Organizational Units on page 22 Task II: Configure the Access for the Technicians on page 24 Task III: Manage the Default Incident Team on page 25 Task IV: Manage the Service Level Agreements on page 25 Task V: Manage Categories, Types and Items on page 26 Prerequisites DA3W VM is up and running NSD VM is up and running DA-ZCM VM is up and running 21

22 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Exercise 3-1 Configure the Novell Service Desk application In this Lab you will configure the Novell Service Desk application. You will configure the Default Portal for the technicians. You will also create organizational units to represent the Company and/or departments within the Company You will need to do the Following Task I: Create Organizational Units 1. Login to the Novell Service Desk Application as jpark with a password of n0v3ll 2. JParks default portal is the User Portal, you can change what function he will work as by selecting the Portal type in the square brackets on the right side of the menu bar, [Customer] 3. Select [User], this will allow JPark to the User Portal and because he is a member of the LivetimeSupervisors LDAP group, he will have access to the Novell Service Desk Application configurations. 4. Select the User tab, the default Customers list should be displayed. Notice the Roles that each customer has. 5. Select Organizational Units from the menu bar An Organizational Unit can represent a Company or a Department within a Company 6. Select New Enter the Following Parameter Name Org. Unit Type Address 1 City State Digital Airlines Inc. Company 1800 South Novell Way Provo Utah Zip Country United States Phone URL NOTE: The field State will only appear after the country of United States is entered Select Save The Organizational Unit is created and now we have more options. We will further configure this Organizational unit. 22

23 7. Select the Departments tab 8. Select New Enter the Following: Parameter Name City State Zip Configure the Novell Service Desk Application Salt Lake City Salt Lake City Utah Novell Training Services (en) 15 April 2009 Country United States Phone Select Save You now have the option to create rooms within that Department 9. Select the Rooms tab 10. Select Edit 11. Select New 12. Enter SLC-Conf-Room-1, then select Save 13. Select Done 14. Select the Organizational Unit Digital Airlines Inc. 15. Select Departments 16. Select New Enter the following: Parameter Name City State Denver DEnver Colorado Zip Country United States Phone Select Save 17. Seelct the Rooms tab 18. Select Edit 19. Select New 23

24 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 20. Enter DEN-Conf-Room-1, then select Save 21. Select Done 22. Select the organizational Unit Digital Airlines. Inc. 23. Select Technicians 24. Select Edit 25. Select New 26. From the Drop Down select Kenji Sato 27. Select Save 28. Select New 29. From the Drop Down add Robert Smith 30. Select Save 31. Select Done You have successfully created an organizational unit for the company and created two departments, each with a conference room. You have also assigned technicians to service that Organizational Unit. Task II: Add the Organizational Unit to users In this task you will assign the customers and users to the Org. Unit Digital Airlines. 1. Select the Customers from the menu bar 2. Select Mary Jones 3. Select Edit 4. Add the org. unit Digital Airlines Inc to the profile 5. Select Save 6. Repeat steps 1 through 5 for the remaining users. 7. Select Save Task II: Configure the Access for the Technicians In this task you will configure the Operations Process that the Technicians will be allowed to access. 1. Select Users on the menu bar 2. Click on the Technician, Kenji Sato, to view his profile 3. Select Edit 4. On the Operations Processes line, check the Incident box 5. On the Knowledge line check the Delete and Publish 6. On the Customer Org. Unit field, use the drop down to list the Org units, select Digital Airlines Inc. 24

25 7. Scroll down to the supervisor field and select Jee-Soo Park 8. Select Save 9. Select Done 10. Select Robert Smith 11. Repeat steps 3-9 Task III: Manage the Default Incident Team Configure the Novell Service Desk Application In this task we will configure the default Incident Team, by adding technicians and setting the Team Leader. You will also set the layers for escalation 1. Select Teams from the menu bar. 2. Click on the Default Incident Team link 3. Select Edit 4. In the members section highlight both Kenji Sato and Robert Smith from the Available Technicians, then click the right arrow to add them as selected Technicians 5. In the Details section, use the drop down and make Robert Smith the Team Lead. 6. Select Save 7. Select the Escalations tab 8. Select Edit 9. Select the Default Layer Link 10. Highlight Kenji Sato in the available Technicians list, then click the right arrow 11. Select Save 12. Select New 13. Accept the name of Layer 2, and Robert Smith is automatically selected as the Technician, select Save 14. To save the Team escalation changes, select Save 15. Select Done Novell Training Services (en) 15 April 2009 Task IV: Manage the Service Level Agreements Service Level agreements are the basis of which service levels are guaranteed to customers. We may have different Service Level Agreements based on customer type and categories of the Item. In this task we will add the Service Level manager to the current Service Level agreement 1. Select the Service Tab, the SLA menu Item should be the default view 2. Click on the link for the SLA called Warranty 25

26 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 3. Select Edit 4. Enter 97 for the% uptime Requirement 5. Click on the magnifying glass to list the available Service Level Managers, select Jee-SooPark Notice you can also attach files. These files could be the actual contract between the entities that outlines the Service Level agreement. 6. Select Save 7. Select Targets 8. Select Edit Notice the 4 default Service Level Priorities and their Response, Restoration and Resolution times associated with each 9. Select the Urgent Link, notice you can edit the values, select Cancel 10. Select the Blackouts tab, then check box beside Windows 11. Use the drop down arrow to select the interval of Weekly 12. Use the drop down to Select Sunday and the from 8:00 to 12:00, then click on the Select the Time Zone, use the Drop Down arrow and select GMT -7:00 Mountain Time for the Time Zone 14. Select Save 15. Select Workflow 16. Select Edit 17. Select Add 18. Use Drop down to add the Incident Workflow. then select Save 19. To save the Workflow Configuration, select Save 20. Select Done Task V: Manage Categories, Types and Items Referred to as the Trinity of CMDB design, These will define the Configuration Items in the environment and who is granted access or usage of that item. Within each Category the Lifecycle and Classifications associated with the Category can be defined Item Types are templates used to create Items. Items are specific instances of Item Types with individual asset detail information Configuration Items within the system are referred to as Items. Items have multiple connections with other elements throughout the application, these may include Customers, Organizational Units and Service Level Agreements 26

27 Configure the Novell Service Desk Application The pre-defined categories are generally enough to start, an unlimited number is supported. 1. Select the Configuration tab 2. Select Categories from the menu bar Categories represent item categories. these item categories represent a general type of grouping for the elements available to customers. Novell Training Services (en) 15 April Select the Audio Visual link 27

28 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual This is where you can define the information about the category that will be held within the CMDB for the items 4. Select Classifications The Classifications defined within this tab are used as the generic Classification categories for requests logged using the Item Type Category 28

29 Configure the Novell Service Desk Application 5. Select Types from the menu bar Type represent templates for creating items 6. Select New 7. Enter the following: You will haveto hit the + beside the Manufactuer to create Novell Parameter Name GroupWise Manufacturer Novell Novell Training Services (en) 15 April 2009 Item Category Criticality Incident Default Default Level Software Moderate Default Incident Team Warranty 8. Select Save 9. Select the classifications tab 10. Highlight the classification folder, then select New 11. Enter Client, then press enter 12. Select Done 13. Select Items from the menu bar Configuration Items within the system are referred to as Items. Items have multiple connections with other elements throughout the application, these may include Customers, Organizational Units and Service Level Agreements 14. Select New 15. In the find an Item Type window enter Gro, then press the magnifying glass., then select GroupWise 16. Change the Org. Unit by clicking on the magnifying glass in the find Org. Unit box, then select Digital Airlines. Inc. 17. Change the Notification Method to by using the drop down box 18. Select Next, You are then taken to the Details tab, where you can enter more information Enter the following: Parameter Environment Linux Version

30 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Parameter License Count Select Save 20. Logout of the Novell Service Desk application (End of Exercise) 30

31 SECTION 4 Incident Management Incident Management In this Lab you will create an Incident with the Novell Service Desk application. You will take an incident from creation, to resolution. Objective In this exercise you will have a customer create an incident, you will request further information from the customer, change the status of the incident depending on responses from customers, until the incident is resolved. Novell Training Services (en) 15 April 2009 In this exercise you will complete the following tasks: Task I: Create an Incident on page 32 Task II: Incident Resolution on page 35 Prerequisites DA3W VM is up and running NSD VM is up and running DA-ZCM VM is up and running 31

32 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Exercise 4-1 Incident Creation, Resolution and Publication In this exercise you will have a customer create an incident, you will request further information from the customer, change the status of the incident depending on responses from customers, until the incident is resolved. Task I: Create an Incident In this task you create an incident using the Novell Service Desk Customer Portal 1. Log in to Novell Service Desk as Mjones with a password of n0vell 2. Select the Items tab, this will show all items that Mary has access to 3. From the Menu on the right side of page, select New Request 4. Complete the Incident Request form by completing the following: Parameter Request type Urgency Classification Description New Incident High Client Client crashes with every attempt to load Select Save You will see a notification that an confirmation has been sent to Mary.jones@digitalairlines.com 5. Select the Requests tab You will see a list of requests submitted by the user. The current status shows pending 32

33 Incident Management Novell Training Services (en) 15 April Logout 7. switch to the DA-ZCM VM 8. Launch the GroupWise Client 9. Login as mjones with a password of n0v3ll Verify and open the confirmation received form the Service Desk 33

34 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual Minimize the GroupWise Client 10. Switch to the DA3W VM 11. Login as ksato with a password of n0v3ll you will see a list of tasks assigned to Ksato Ksato is the only Technician who will see the incident as he is the only technician assigned at the default layer. 34

35 Task II: Incident Resolution In this task we will complete steps to resolve an incident 1. Click on the link for the incident number 2. Select Edit 3. Change the Next Action to Open 4. Select the Notes tab on the lower half of the screen. 5. Select New Incident Management 6. Use the Template drop down to send an requesting steps to replicate the issue. Novell Training Services (en) 15 April Change the Visibility to Public 8. Select Save, with the green check 9. Switch to the DA-ZCM 10. Maximize the GroupWise client, verify that an requesting the steps to replicate the problem has been requested. 35

36 Novell Training Services (en) 15 April Novell Service Desk - Incident Management / Lab manual 11. Switch back to the DA3W VM 12. Select edit on the incident 13. Select the note tab 14. Select New 15. Enter a note that the customer re-installed the GroupWise client and it is now working 16. Change the Next Action to Closed Resolved (End of Exercise) 36