Test 000-030: IBM Tivoli Service Request Manager V7.2 Implementation

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Section 1:System Setup and Configuration

Given administrator authority for HTTP server, create doclinks directory and modify httpd.conf file, so that documents can now be attached in Maximo.
With emphasis on performing the following tasks:
1. Create a doclinks directory on the computer where the document files are stored. For example:
  1. Windows c:\doclinks
  2. UNIX /home/doclinks
2. Share the drive so that users can connect to it.
3. Create the following subdirectories under the doclinks directory:
  1. attachments
  2. default
  3. diagrams
  4. images
4. Go to the location of the httpd.conf file for the IBM HTTP server and back it up. The default installation location is described in the following table:
  1. Windows C:\Program Files\IBM\HTTPServer\conf\httpd.conf
  2. UNIX /home/IBMHTTPD/conf/httpd.conf
5. Open the httpd.conf file in a text editor. Find the section that begins with the following line:
  1. This should be changed to whatever you set DocumentRoot to.
6. Change the Directory line from the previous step to specify the doclinks directory that you created:
  1. Windows
  2. UNIX
7. Find the section that begins with the following lines:
  1. Document Root: The directory out of which you will serve your documents. By default, all requests are taken from this directory, but symbolic links and aliases may be used to point to other locations.
8. Edit the DocumentRoot line to specify the doclinks directory:
  1. Windows DocumentRoot c:\doclinks
  2. UNIX DocumentRoot /home/doclinks
9. Save and close the file.
10. Go to System Configuration -> Platform Configuration -> System Properties and update the attached document properties document.
11. Restart the HTTP server.
12. Restart WebSphere Application Server and the system.
Given write/read access to Application Designer, export the existing lookups.xml, add in the new table that defines the custom lookup, and then re-import the xml, so that custom lookup are available for use.
With emphasis on performing the following tasks:
1. Log in to IBM Tivoli Service Request Manager V7.2 (Tivoli Service Request Manager) with administrator privileges.
2. Navigate to the Application Designer.
3. Select Export System XML from the action drop-down menu.
4. Select the arrow next to Lookups on the dialog.
5. Save the exported xml in wordpad format.
6. Open the Wordpad document, scroll to the bottom.
7. Add in a new table with the attributes and events that should be available in the lookup. Ensure unique IDs are used to name the controls.
8. Save the lookups.xml file.
9. Import the xml back into the system using the import button on the Application Designer toolbar.
Given Tivoli Service Request Manager has been installed and administrative privileges to the Application Designer and Security groups, configure new toolbars and single-options so that the new toolbars have been configured.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager.
2. Go to the System Configuration -> Platform Configuration -> Application Designer.
3. Search for the application for which you want to add new Toolbar Action.
4. Select action - Add/Modify Toolbar Menu.
5. Click on the New Row. Specify: Element Type, Position, Sub-position.
6. Optionally specify: Key Value, Tabs.
7. Click OK.
8. Save.
9. Go to the Security -> User Groups.
10. Search for the User Group for which you want to grant access to this new Toolbar Action.
11. Go to the Application Tab and filter for application for which you have created new Toolbar Action.
12. Search for new Option and grant Access to it.
13. Log out from Tivoli Service Request Manager.
Given administrator rights for the Database Configuration application, navigate to the Database Configuration application, select the appropriate object and attributes for auditing, so that auditing has been enabled.
With emphasis on performing the following tasks:
1. Select the check box Audit Enabled, under the Audit section.
2. Choose one or more attributes for auditing.
3. Log in to Tivoli Service Request Manager with administrator privileges.
4. Navigate to the Database Configuration application.
5. Search and open the appropriate object.
6. Select Save.
7. From the list tab, turn on the Manage Admin Mode.
8. On the Select Action menu, choose Apply Configuration Changes.
9. From the list tab, turn off the Manage Admin Mode.

Section 2: Work with Operational Data

Given the need to load bulk data, if necessary set up the object structure , enterprise service, and external system, so that a bulk load of data can be completed from a flat file.
With emphasis on performing the following tasks:
1. Log in to IBM Tivoli Service Request Manager V7.2 (Tivoli Service Request Manager) with sufficient administrative privileges.
2. Go To -> Integration -> Object Structures.
3. Create the Object Structure to import the target object records.
4. Select New Object Structure button, fill out the following values.Object Structure: Target ObjectDescription: Optional DescriptionConsumed By: INTEGRATIONSupport Flat Structure: CheckedUnder Source Objects, select "New Row" button and select the target object in the Object field.
5. Click the Save button to save the Object Structure.
6. Navigate to -> Integration -> Enterprise Services.
7. Create the enterprise service for the target object.
8. Select New Enterprise Service button, fill out the following values:Enterprise Service: Name of this enterprise serviceDescription: Description of this enterprise serviceOperation: SyncObject Structure: Target Object
9. Click the Save button.
10. Go to -> Integration -> External Systems.
11. Hit enter to bring up the External System list and select EXTSYS1.
12. Click the Enterprise Services Tab.
13. Click the Select Services button.
14. In the new dialog advance the list looking for the New Enterprise Services you created for your target object.
15. Select these services and click OK.
16. Navigate back to the Enterprise Services.
17. Search for the Enterprise Services that you created earlier.
18. Check the Enabled Box and uncheck the Use Continuous Queue Box.
19. Import the data.
20. Navigate to Integration -> External Systems.
21. Hit enter to bring up the External System list and select EXTSYS1.
22. Click the Enterprise Services Tab.
23. Select the "Target Object" row and click the "Data Import" tab.
24. In the dialog that opens, select Flat File radio button and make sure the delimiter is �,'.
25. Browse to the import file and select it.
26. Click OK.
Given read/write access to the SLAs application and Actions and Communication Templates are created, navigate to the SLAs application, and select the proper SLA criteria, so that a SLA is successfully created.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager.
2. Navigate to the SLAs application.
3. Create a new SLA.
4. On the SLA page enter SLA Information.
  1. Enter a description for the SLA.
  2. Select the Object to which the SLA applies.
  3. Select an Site the SLA applies to.
  4. Select the SLA Type (Offering).
5. Define SLA details.
  1. Set Ranking.
  2. Select SLA Administrator.
  3. Select Vendor and Customer/Vendor Contact.
  4. Classify the SLA.
  5. Select Service and Service Group.
6. Set SLA dates.
7. Select SLA Calendars.
  1. Select the Organization and Calendar the SLA applies to.
  2. Select the Organization and Calendar for Target Calculations.
8. Create additional SLA criteria.
9. Select Commitments.
10. Define an escalation with Escalation Points for the Commitments. Fill in data:
  1. Enter escalation details.
  2. Select an object the Escalation applies to.
  3. Enter/build an optional condition for the Escalation.
  4. Select an schedule.
11. Define Escalation Points.
  1. Select an Elapsed Time Attribute.
  2. Enter/Build an Escalation Point Condition.
  3. Enter an Elapsed Time Interval.
  4. Select Interval Unit of Measure.
  5. Check repeat.
12. Define Actions.
  1. Select an optional Action Group.
  2. Select actions to associate with the Escalation.
13. Create a notification for the Escalation.
  1. Select a Communication Template.
14. Validate Escalation.
15. Activate Escalation.
16. On the Related SLAs page select the SLAs, the new SLA will support and/or select the SLAs that will support the new SLA.
17. On the Assets and Locations page select the Assets, Locations and/or Asset Type(s) for which the SLA is to be used, in case the object selected is a ticket, work order, asset or location.
18. On the KPIs page create and/or select the KPIs related to the SLA.
19. Select Save.
20. Activate the SLA.
Given administrator rights for the Actions application, navigate to the Actions application, make the necessary selections and enter data, so that an Action is successfully created.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager .
2. Navigate to the Action application.
3. Create a new Action.
4. Fill in data.
  1. Enter an Action description.
  2. Select an Object (optional).
  3. Select the Type.
  4. Select a Value in case the Type selected was not an Action Group.
  5. Select a Parameter/Attribute in case the Type selected was Set Value.
  6. In case the Type selected was Change Status, enter a brief description for the status change reason in the Memo field.
  7. Select the application that can access the Action.
  8. Select Action Group Members, in case the Type selected was Action Group.
5. Select Save.
6. Custom Classes can also be added to action in order to add business functionality.
Given administrator rights for the Escalation application and Actions and Communication Templates have been created, navigate to the Escalation application, create Escalation Points and define Actions and/or Notifications for these escalation points, so that an Escalation is successfully defined.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager.
2. Navigate to the Escalation application.
3. Create a new Escalation. Fill in the following data:
  1. Enter Escalation details.
  2. Select an object the Escalation applies to.
  3. Enter/build an optional Condition for the Escalation.
  4. Select a Schedule.
4. Define Escalation Points.
  1. Select an Elapsed Time Attribute.
  2. Enter/build an Escalation Point Condition.
  3. Enter an Elapsed Time Interval.
  4. Select Interval Unit of Measure.
  5. Check repeat.
5. Define Actions
  1. Select an optional Action Group.
  2. Select Actions to associate with the Escalation.
6. Create a notification for the Escalation.
  1. Select a Communication Template.
7. Select Save.
8. Validate Escalation.
9. Activate Escalation.
Given the appropriate authority to create, save and manage queries, create a query, save it and make it available, so that the query can be in the start center.
With emphasis on performing the following tasks:
1. Go to the application where the query needs to be created.
2. Select the Advanced Search pulldown.
  1. Select More Search Fields. -Enter the values in the fields that need to be searched.
  2. Click the Find button.
3. Select Where clause.
  1. Enter the Where clause and click the Find button.
4. Click the Save Query pulldown.
5. Select Save Current Query.
6. Enter a name for the query.
7. Check the Public Checkbox to make it available for anyone's start center as well as the application where the query was created.
8. Click the OK button.
Given Tivoli Service Request Manager administrator privileges, from the Start Center edit current result set Portlets by clicking the pencil Edit Portlet icon or add new result sets by clicking the Change Content/Layout link, so that new result sets have been created.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. From Start Center click Change Content/Layout.
3. Click Select Content button. There is a Select Content button for each pane. So, click the one for the Left or Right pane depending on where the new result set should be placed.
4. In the pop-up, click the Result Set checkbox and then OK.
5. Give it a display name and set the order of display.
6. Click the Finished button.
7. Back in Start Center, notice that the new Portlet has been added.
8. In the upper right corner of the new Portlet, click the pencil icon, Edit Portlet, to open the Result Set Setup application.
9. In the Result Set Setup application, select: which Query to use, Columns to display, special Display options and the Chart options (for example, format is BAR, PIE or Chart ordered by which column), then hit the Finished button when done.
10. To edit it, just go back 2 steps, and repeat.
Given that a Communication Template has been created for an application, navigate to Escalation and create a schedule and condition for an escalation, so that an escalation has been configured using Communication Templates. From the Communications Template app you can create a Communications Template records for sending emails from Problems, Incidents, SR, SLA, Escalation applications and for doing Surveys. Here is an example of a use of Communications Template with an Escalation. The given is a configured Communications Template instance.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. From Start Center click Go To -> System Configuration -> Platform Configuration -> Escalations.
3. Set the Applies To field to the application the Escalation is working with. For the example, set it to INCIDENT.
4. Set the Escalation schedule, when you want it to check.
5. Write a SQL conditional expression in the Condition field to be your trigger.
6. Go to the Notifications tab.
7. Specify an active communications template for an incident.
8. Check the Active checkbox.
9. Save the Escalation.
Given Tivoli Service Request Manager administrator privileges, read access to KPI Graph Setup and KPI List Setup and a predefined KPI is available, use the Start Center to add a new KPI, so that the KPI has been added to the Start Center.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. From Start Center click Change Content/Layout. Click Select Content button. There is a Select Content button for each pane. Click the one for the Left or Right pane depending on where the new result set is to go.
3. In the pop-up, click either the KPI List or KPI Graph checkbox and then OK.
4. Give it a display name and set the order of display.
5. Click the Finished button.
6. Back in Start Center, notice that the new KPI Portlet has been added.
7. In the upper right corner of the new Portlet, click the pencil icon, Edit Portlet, to open the KPI Graph Setup or KPI List Setup application.
8. In the KPI application, click the Select KPIs button and select one or more of the available KPIs, then hit the Finished button when done.
9. To edit it, just go back to the step above.
Given administrator rights for the Report Administration application and a new Report Design file is available, navigate to the Report Administration application, create a new report, import the new Report Design file and specify report details, so that a new report has been imported and can be executed from within Tivoli Service Request Manager.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager.
2. Navigate to the Report Administration application.
3. Create a new report.
4. Select an application for the report.
5. Import the Report Design file.
  1. Enter a Report Design file description.
  2. Browse and select the new Report Design file.
6. Enter a Report Description.
7. Enter Report Settings.
  1. Select General Report Settings.
  2. Select Browser View and Browser View Location.
  3. Select Direct Print and Direct Print Location.
  4. Select Direct Print with Attachments and Direct Print with Attachments Location.
8. Specify Report Parameters.
9. Define Security.
  1. Set Report Level Security.
  2. Set Application Level Security.
10. Select Save.
11. Generate Report page.
Given administrative permissions, BIRT is installed and standard report is available, enable specific reports for specific security groups and schedule those reports to auto generate at specific times, so that a configured report may be generated manually, or automatically generated and emailed on a schedule.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. Navigate to the Report Administrator application.
3. Search for the appropriate report.
4. Click the Security Tab.
5. Click the New Row button.
6. Select the security group that should have permissions to run this report.
7. Click the Report tab.
8. Click the Generate Request Page button.
9. Select the Preview button.
10. Define a time and day for this report to be automatically generated.
11. In the email section, pick a recipient for this report.
12. Save the report.
Given sufficient permissions, define a new ticket with one or more configuration items; understand the history, details and impact caused by issues with those configuration items, so that a Ticket is created with one or more Configuration items and the impact of that ticket has been assessed.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with sufficient privileges.
2. Navigate to one of the ticket applications.
3. Click the New Ticket button.
4. Pick a reported by user.
5. Enter any required fields.
6. Under the Multiple Assets, Locations, and CIs section, click the Select button and choose CIs -> Select Value.
7. Filter the CI list by entering a User, Custodian, Classification, or Status.
8. Click Refine to refresh the result set.
9. Select one or more Configuration Items.
10. Select the detail menu next to the Configuration Item and choose View Work Details.
11. Inspect the previous work records for this CI.
12. Click OK.
13. Select the detail menu next to the Configuration Item and choose View Actual CI Details.
14. Inspect the attributes and specifications for this Configuration Item.
15. Click OK.
16. Select the detail menu next to the Configuration Item and choose View CI Relationship.
17. Inspect the Source and Target records associated with this CI.
18. Click OK.
19. Click the Save button.
Given Tivoli Service Request Manager administrator privileges and access to the Survey Management application, from the Start Center navigate to the Survey Management application to create and manage surveys, so that a survey record is created that can be distributed as a link in an email to customers.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. From Start Center click Go To -> Administration -> Survey Management -> Questions.
3. Click on New icon to create the Question.
4. Fill in the data for Question, Type and Answers fields.
5. Change Status to Active. Only Active Questions can be associated to a Survey.
6. Save the record.
7. Open the Survey Templates application by clicking Go To -> Administration -> Survey Management -> Survey Templates.
8. Click New Survey Template.
9. Complete the Template Name, Header, Sub Header, and Footer fields, as needed.
10. Click Save Survey Template when finished adding questions.
11. From Start Center click Go To -> Administration -> Survey Management -> Surveys.
12. Click on New icon to create the Survey.
13. Fill in the data for Survey, Applies To fields.
14. Associate the Questions to the Survey by using the Questions section.
15. Set up an Escalation record to determine when and how the survey is to be sent out.
16. Associate any Survey template to the Survey by using the Template ID lookup.
17. Change Status to Active.. Only Active Surveys can be sent to users for completion.
18. Save the record.
19. Click on the Survey Preview tab to view the Survey look and feel.

Section 3-1:Configure IBM Tivoli Service Request Manager V7.2 Service Desk

Given that the IBM Tivoli Service Request Manager V7.2 (Tivoli Service Request Manager) has been installed and the system has been set up, create new Ticket templates as per customer's requirements, so that a new ticket template has been created.
With emphasis on performing the following tasks:
1. Start the Ticket Templates application from the Service Desk module.
2. Fill in data:
3. Specify template ID or use the auto generated ID.
  1. Specify description.
  2. Select Class to identify where the template will be applied (Incident, Problem, SR, PMSCSO, PMSCPR, and PMSCMR). Required field.
  3. Select Owner group, owner, organization, and classification.
  4. Enter Activities.
4. Change status of the Ticket template to Active. Only Active templates can be applied.
5. Click the Save button.
Given that the Tivoli Service Request Manager has been installed and the system has been set up, configure the system properties as per customer's requirements, so that Auto-classification has been enabled.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. Navigate to the System Properties application.
3. Search and open the following properties:
  1. mxe.tsd.autoclass.enable Enable/Disable the auto classification feature.
  2. mxe.tsd.autoclass.maxprobdisplay Limit the probable classifications in the "Suggest Classifications" dialog to top n classifications. The value of "n" is set in this property.
4. After each property is set click Save and Live Refresh.
Given that Tivoli Service Request Manger has been installed create and configure Response plans so that the Response Plans are configured.
With emphasis on performing the following tasks:
1. Go to the Service Level -> Response Plans.
2. Add new Response Plan.
3. Specify Response Plan ID, Applies To and Ranking.
4. Optionally specify Start and End date, Apply Job Plan, Apply Ticket Template, Assign Owner or Assign Owner Group.
5. Save Response Plan.
6. Activate it (change status to Active).
Given that the Tivoli Service Request Manager has been installed and system has been set up, create Solutions, so that the Solutions have been created as per customer's requirements.
With emphasis on performing the following tasks:
1. Start the Solution application from the Service Desk module.
2. Fill in data:
  1. Specify solution or use the auto generated ID.
  2. Specify description.
  3. Select a check box Self service Access.To allow self service users to view the solution.
  4. Select Classification.
  5. Select Expiration date for the solution.
  6. Enter Symptom, Cause and Resolution field values.
  7. Create and associate key words: click Select Action menu and add key words to your solution.
  8. Associate Solutions related to the current solution by using the Related Solutions section.
  9. Embed an image by using the Image section.
  10. Assign a Configuration item or Asset by using the Lookup fields.
  11. Configure Rich Text Format by using the Select Action -> Rich Text Format dialog.
  12. Change the status of the Solution to Active. Only an Active Solution can be applied to a Ticket.
  13. Click the Save button.
Given that the Tivoli Service Request Manager has been installed and the system has been set up, use an existing workflow to route Tickets as per customer's requirements, so that a ticket has been routed using a workflow.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. Start the Service Request application from the Service Desk module.
3. Click New Service request icon to create a new Service Request.
4. Fill in data:
  1. Select reported person.
  2. Select affected person.
  3. Specify Summary and description.
  4. Select classification.
  5. Assign owner or owner group.
5. Click the Save button.
6. Now auto-initiated workflow will check if classification and owner group is filled in. If yes, workflow will change the status of a ticket to Resolved. If classification or owner group is not filled in then workflow will go into wait status.
Given that the Tivoli Service Request Manager has been installed and the system has been set up, create and relate to an existing ticket as per customer's requirements, so that a new ticket is created as well as related to an existing ticket.
With emphasis on performing the following tasks:
1. Start the Service Request application from the Service Desk module.
2. Click New Service request icon to create a new Service Request.
3. Fill in data:
  1. Select reported person.
  2. Select affected person.
  3. Specify Summary and description.
  4. Select classification.
  5. Assign owner or owner group. On assigning owner/owner group, the ticket status automatically changed to "Queued".
4. Click the Save button.
5. Click the Related Records tab.
6. Click the Select Ticket button.
7. Select one or more tickets (SR, Incident or Problem).
8. Click OK.
9. Click the Save button.
Given that the Tivoli Service Request Manager has been installed and the system has been set up, modify the priority matrix per customer's requirements, so that the priority matrix values have been modified.
With emphasis on performing the following tasks:
1. Start the Priority Matrix application from the Service Desk module.
2. Filter the priority matrix values by Type (Incident, Problem, SR, PMSCPR, PMSCSO).
3. Choose a new Impact value from the domain list.
4. Choose a new Urgency value from the domain list.
5. Choose a new Internal Priority value from the domain list.
6. Click the Save button.
Given that the Tivoli Service Request Manager has been installed and system has been set up, create an Activity as part of a ticket, so that the Activities have been created as per customer's requirements.
With emphasis on performing the following tasks:
1. Start the Incident or Problem application.
2. Select the Activities tab and click New Row to create a new activity.
3. Fill in data:
  1. Use auto generated activity number or enter your own.
  2. Enter Location, Asset and Configuration Item.
  3. Enter owner, Owner group and Classification.
  4. Enter scheduled start and Finish dates.
  5. Enter Target start and Finish dates.
  6. Enter Actual start and Finish dates.
4. Click the Save button.
5. Change status of the Activity. The status of the activity can be changed only after saving the ticket and activity.
Given that the Tivoli Service Request Manager has been installed and the system has been set up with ticket templates, create a new Quick Insert Template in the start center as per customer's requirements, so that a Quick Insert Template has been created.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. Click Edit Portlet icon in Quick Insert section of the start center application.
3. Click Select Actions button to create a new action that combines quick insert action with Apply Ticket Template action.
4. Select a SR, Incident or Problem application.
5. Fill in data:
  1. Specify order in which the Quick insert shall appear.
  2. Select a Template (only active template can be applied).
  3. Specify a description.
6. Click finished button.
Given security permissions and attributes are created, select the service request record to which an attribute needs to be added and update the classification, so that the classification structure, established with predefined attributes will display when a service request is created and classified.
With emphasis on performing the following tasks:
1. Display the service request record to which specification attributes need to be added.
2. Click the Specifications tab.
3. In the Classifications field, click Detail Menu and then Classify to select a classification path for the service request, or to reclassify it. The attributes associated with that classification appear in the Specifications table window.
4. Click New Row.
5. In the Attributes required field, enter an attribute or click Select Value to retrieve a value.
6. Repeat two steps above for each attribute you want to add to the service request record.
7. Click Save Service Request. The system displays a message that confirms that the record has been saved.
Given administrator rights for the Database Configuration application, select the ticket object and change the status of inheritstatus flag to 1, so that correct status is inherited by the related tickets.
With emphasis on performing the following tasks:
1. From the Go To menu, select System Configuration -> Platform Configuration -> Database Configuration.
2. On the List tab, select the incident or problem object for which you want to change to inheritstatus flag.
3. On the Attributes tab, use the Filter to search for the inheritstatus flag.
4. Open the twistie to display the details for the attribute. In the Default Value field, change the status to 1 to set the flag to true.
5. Shut down the Tivoli Service Request Manager server.
6. Run the configdb script to commit the changes to the database.
7. Restart the server.
Given the need to relate a ticket to a global issue, create an incident and relate it to a global incident which represents many other issues, so that records are attached to a global incident.
With emphasis on performing the following tasks:
1. In the Incidents application, display the record you want to designate as a global record.
2. On the Incident tab, select the Global, check box.
3. Click Save Incident.
4. To relate an incident or problem to a global record, In the Incidents application, display the record you want to relate to the global record.
5. On the Incident tab, in the Related to Global ID field, enter a value or click detail menu to select an option and retrieve a value. In the Global Class field, The system enters the class of the global record.
6. Click Save Incident.
Given that a ticket has been closed without all necessary updates, open the Service Request application, display the closed ticket and edit it, so that the required update can be added to the closed ticket.
With emphasis on performing the following tasks:
1. In the Service Requests application, display the record for which you want to edit history.
2. From the Select Action menu, select Edit History Service Request.
3. Editable fields are no longer read-only. Edit the appropriate fields.
4. Click Save Service Request to save your changes.
Given the need to understand the ticket types available in Tivoli Service Request Manager, explain the three types of tickets Service request, Incident and Problem, so that the customer understands the difference.
With emphasis on performing the following tasks:
1. Service Request
  1. A Service request is created to capture and resolve requests from customers or requestors. The request can be to resolve an issue, obtain a new service, obtain information or change a current service.
  2. Either a service desk agent or a customer can create a service request.
2. Incident
  1. An Incident is created to capture any event that is not part of the standard operation of a service and that causes or might cause an interruption to or reduction in the quality of service.
  2. Sources of incidents include Users, Operations and Network/System management tools.
  3. The goal of incident management is to restore normal service operation as quickly as possible.
3. Problem
  1. A problem record is created to capture an unknown, underlying cause of one or more incidents.
  2. The goal of Problem management is to minimize the adverse effect on the business of incidents and problems by identifying errors in infrastructure, and to proactively prevent the occurrence of incidents, problems and errors.
Given that the Tivoli Service Request Manager has been installed and the system has been set up, configure the system properties and PmObjSearchCron cron task as per customer's requirements, so that Global Search has been enabled.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrator privileges.
2. Navigate to the Cron Task Setup application.
3. Search and open the PmObjSearchCron cron task.
4. Select the check box Active under the Cron Task Instance section and set the time schedule.
5. Click Save.
6. Verify if the index file has been generated under the application server directory inside the "objsearchindex_" folder after the specified schedule time in the cron task.
7. Navigate to the System Properties application.
8. Search and open the following properties:
  1. LWDICTThis is the path where dictionaries files are.
  2. LUCENEOBJINDEXThis is the path where indexing files will be generated and searchable.
  3. ATTEXTBy default just .txt,.html,.htm,.doc,xml files attachments are indexing, but new ones can be added with this system property.
  4. PmObjSearchCron.maxFileLengthSet the limit of size in megabytes of an attachment file that should be considered for indexing.
  5. GlobalSearch.maxCountThe number of records displayed in the global search results defaults to 500. In order to change this value, set this system property.
9. After each property is set click Save and Live Refresh.
Given that the IBM Tivoli Service Request Manager and Change and Configuration Management have been installed and the system has been set up, create new Process request from a Service request as per customer's requirements, so that a new Process request has been created.
With emphasis on performing the following tasks:
1. Start the Service Request application from the Service Desk module.
2. Fill in data:
  1. Select reported person.
  2. Select affected person.
  3. Specify Summary and description.
  4. Select classification.
  5. Assign owner or owner group. On assigning owner/owner group, the ticket status automatically changed to "queued".
3. Click the Save button.
4. Click Select Action and select create Process request.
5. Process request has been successfully created and related to current Service request.
Given administrator rights for the Security Groups application, configure data, application and object restrictions so that a security group restricted to certain records of an object.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager.
2. Navigate to the Conditional Expression Manager.
  1. Click New Row to insert a new record.
  2. Enter a description.
  3. Specify a type (either expression or class).
  4. Enter an expression or specify the class name.
  5. Indicate whether the expression should always evaluate.
  6. Save the record.
3. Navigate to the Security Groups application.
  1. Load the security group to be modified.
  2. Select the Data Restrictions tab.
  3. Select the Object Restrictions sub-tab.-Click New Row to add a new object restriction.-Specify the object to apply restrictions to. If the restriction is to apply to a specific application, also, optionally specify the application.-Specify a type: HIDDEN, QUALIFIED or READONLY.-Indicate whether the restriction should be re-evaluated when the user tabs around in the application.-Associate the restriction with the previously created conditional expression.-Save the record.
Given the need to understand the Service Desk roles, list and describe the different roles so that the service Desk roles have been described.
With emphasis on performing the following tasks:
1. PMUSRADM: User Contact Administrator role. These users have rights to every action and every application.
2. PMUSRANAL: User Contact Analyst role. These users are the primary contact for customers, functioning as a hub between the customer organization and the IT organization. The User Contact Analyst typically creates incident tickets and coordinates their resolution.
3. PMUSRMGR: User Contact Manager role. These users are responsible for the quality and integrity of the user contact management process. They interface with other process managers.
4. PMINCADM: Incident Administrator role. These users have rights to every action and every application.
5. PMINCANAL: Incident Analyst role. These users are subject matter experts in one or more areas. The Incident Analyst is responsible for analyzing an incident or solution in order to restore a service as soon as possible.
6. PMINCMGR: Incident Manager role. These users create the activities and policies for an incident management organization. The Incident Manager monitors how well the incident process is implemented for the entire site, organization, or Maximo installation.
7. PMINCOWN: Incident Owner role. These users oversee the handling of an incident, bringing in analysts and specialists as needed. The Incident Owner is responsible for bringing the incident to closure.
8. PMPRBADM: Problem Administrator role. These users have rights to every action and every application.
9. PMPRBANAL: Problem Analyst role. These users are subject matter experts in one or more areas. The Problem Analyst discovers incident trends, identifies problems, and determines the root cause of problems.
10. PMPRBMGR: Problem Manager role. These users are responsible for the quality and integrity of the problem management process. The Problem Manager interfaces with other process managers and serves as the focal point for escalation.
11. PMPRBOWN: Problem Owner role. These users oversee the handling of a problem, bringing in analysts and specialists as needed. The Problem Owner is responsible for bringing the problem to closure.
Given the need to search for solutions before submitted a service request, rank a solution to contribute to knowledge management so that a solution is ranked in Search Solutions.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager.
2. Navigate to the Search Solutions (Go To -> Self Service -> Service Requests -> Search Solutions).
3. Enter a value in one of the search fields and click Find to execute the search.
4. From the result, select a record and examine it for appropriateness.
5. In the single page of the Search Solutions application, locate the User Comments section and rank the solution according to the values in the drop-down list for the Please Rank the Solution field.

Section 3-2:Configure IBM Tivoli Service Request Manager V7.2 Service Desk

Given that Tivoli Service Request Manager ticket records have a status, list the status values and describe how they work so that ticket statuses have been described.
With emphasis on performing the following tasks:
1. NEW: The initial status of a ticket after you create it or insert it. You cannot revert to this status after you change it.
2. QUEUED: Ticket ownership has been assigned to a person or a group. Ownership assignment can be made manually or might be made automatically via workflow, a SLA, or other escalation process.
3. INPROG: In progress. Someone is working on this ticket. The first time a ticket reaches this status, the system populates the Actual Start field, if it is empty.
4. PENDING: An action on this ticket is pending (for example, vendor or user call-back, or waiting for parts).
5. RESOLVED: Information has been gathered and routed, service has been restored or a solution has been provided. The first time a ticket reaches this status, the system populates the Actual Finish field, if it is empty.
6. CLOSED: The ticket becomes a historical record. When a record is closed, you cannot change the status or edit any part of the record.
7. SLAHOLD: The ticket is in SLA hold.
8. DRAFT: Request has not been submitted.
9. APPFM: Approved by Fulfilment Manager.
10. APPLM: Approved by Line Manager.
11. APPR: Approval process complete.
12. HISTEDIT: Ticket is in Edit History.
13. Ticket statuses have internal and external values as they are defined in synonym domains:
  1. SR: SRSTATUS
  2. INCIDENT: INCIDENTSTATUS
  3. PROBLEM: PROBLEMSTATUS
14. A ticket's status can be changed manually by invoking the Change Status option in Select Action or by the Change Status toolbar icon. Status can also be changed by the Change Status type Actions record called from an Escalation or Workflow record.
15. The View History option in a ticket's Select Action menu displays status and owner history information.
16. The Edit History (Service Request, Incident or Problem) Select Action menu option can be used to edit a closed ticket.
Given a Tivoli Service Request Manager SLA and the need to obtain additional information from a user to support working on a ticket, describe SLA Hold so that SLA Hold is described.
With emphasis on performing the following tasks:
1. SLA Hold
  1. The SLA Hold feature can be used to put a ticket on hold if you are waiting to receive further information. For example, if you receive a ticket and you need more information in order to resolve the issue, you can put the ticket on hold until you receive that information. The hold time for the ticket is calculated in business hours only.
  2. For example, given a standard working day from 8:00 AM to 5:00 PM, if a ticket with a 4-hour target resolution is created at 3:00 PM on day 1, the resulting resolution date and time is calculated to be 10:00 AM the next day.
  3. If you put the ticket on hold at 4:00 PM on day 1 and take it off hold at 9:00 AM the next day, the standard business day hold time is 2 hours (4:00 PM to 5:00 PM on day 1, 8:00 AM to 9:00 AM on day 2).
  4. The adjusted target resolution time is now 12:00 PM, that is 10:00 AM plus 2 hours. Hold time outside of normal business hours does not count in the target resolution time calculation.
  5. The accumulated hold time and adjusted target dates are displayed in the Ticket application.
  6. When SLA hold is enabled for a ticket, the elapsed time is calculated based on the target date plus the accumulated SLA hold time. A ticket in SLA hold status cannot escalate.
Given read and write access to Service Groups application, create and configure Service Groups and Services, so that Service Groups and Services can be used to group tickets, work orders, and contracts by service group or individual service, or to create SLAs for a service group or for a service group and service combination.
With emphasis on performing the following tasks:
1. From the Service Groups application, click New Service Group.
2. In the Service Group field, type the name or identifier of the service group.
3. Type a description in the Description field. To enter additional information, click Long Description.
4. If appropriate, select the type of service in the Type field: PROVIDE, PROCURE, or BOTH.
5. If appropriate, select a Contact and Contact Group for this service group.
6. If appropriate, in the Services table window, for this group.
7. Click Save Service Group.
8. If appropriate associate assets, locations, or asset types with the service group, using the Associate Assets/Locations action.
9. Create the association between a contract, SLA, ticket, or work order and a service group from those respective applications.
10. From the Service Groups application, open or .
11. From the Service Group tab, click New Row. The Row Details open.
12. In the Service field, type the name or identifier of the service.
13. If appropriate, edit the Type, Contact, or Contact Group fields. Create additional services as needed.
14. Click Save Service Group.
15. If appropriate associate assets and locations and asset types with services.
16. Create the association between a ticket, work order, SLA, or contract and a service from those respective applications.
Given the authority to apply SLAs to a set of defined SLAs, apply the set of relevant SLAs to a ticket, view the set of SLAs that have been applied to a ticket and alter the SLA(s) that are in effect for a ticket so that the expected SLAs are applied and can be viewed.
With emphasis on performing the following tasks:
1. Start the Incidents application from the Service Desk module.
2. Create an Incident or open an existing Incident.
  1. Invoke the Apply SLA action.
  2. See which SLAs have are relevant at the current time.
  3. See which SLAs are considered highest ranking given the system-configured policies.
3. Invoke the View SLAs action.
4. Invoke the Select/Deselect SLAs action.
Given the authority to apply a Response Plan to a ticket, apply a Response Plan to a ticket so that the expected Response Plan is applied and the appropriate portions of the Incident have been updated.
With emphasis on performing the following tasks:
1. Start the Incidents application from the Service Desk module.
2. Create an Incident or open an existing Incident.
3. Invoke the Apply Response Plan action.
  1. See which Response Plans are relevant at the current time.
  2. See which Response Plan is considered or highest rank.
Given that Tivoli Service Request Manager is fully installed, list the initial set of reports available for Service Desk and Service Catalog.
With emphasis on performing the following tasks:
1. Service Request
  1. Average Cost per Service Request
  2. Average Time to Close Service Request
  3. Catalog Request Details
  4. Catalog Request List
  5. Catalog Request Performance
2. Incidents
  1. Average Cost per Incidents
  2. Average Time to Close Incidents
  3. Disposition Report for Incident Management
  4. Incident Details
  5. Incident Details (Customer)
3. Problems
  1. Average Cost per Problems
  2. Average Time to Close Problems
  3. Disposition Report for Problem Management
  4. Elapsed Time for Unresolved Problems
  5. Incident Generation for Problems with Known Errors
4. Activities and Tasks
  1. Activity Details
  2. Activity List
5. Solutions
  1. Incidents and Problems with Formal Solutions
  2. Incidents and Problems with Informal Solutions
  3. Service Desk Self Service Solution
  4. Solution Application
  5. Solution Change History
6. Offerings
  1. Offering Details
  2. Offering List
  3. Offerings Not Ordered
  4. Offerings Order Frequency
7. All Service Desk report names end with _tsd. All Service Catalog report names end with _sc.
Given appropriate access to the Service Desk Self Service Applications, explain the functionality and use of the different self service applications, so that Service Desk Self Service functionality has been understood.
With emphasis on performing the following tasks:
1. Create Service Request.
  1. The Create Service Request application can be used to request a repair or change to a service. A user might request the service for himself or on behalf of another party. In general, the user should search the existing library of solutions before submitting a service request.
  2. The user can attach documents or Web pages to the request. The Create Service Request application also provides functionality to capture a screen shot, which will be attached to the service request by using the Attached Documents action. After creating the service request, the user can review the details, submit another service request, or return to the start center.
  3. The system routes the service request to a service desk agent. The agent takes appropriate action and can communicate ongoing activities or a resolution. The Create Service Request application provides functionality to download a Remote Diagnostics Agent, allowing a service desk agent to take control of the remote workstation or server in order to analyze and solve problems.
  4. The Create Service Request application works in combination with the View Service Requests and the Search Solutions applications. With a single login, a user can easily search for potential solutions to an issue, create a service request if necessary, and view details, including communications, for all requests made.
2. View Service Requests.
  1. The View Service Requests application contains a single table window, which displays the service requests a user created. The user can view and print details for a service request, add or view attachments, such as documents or Web pages, view the attributes associated with the service request, and view solutions applied to the service request. The user can also view and update the Service Request log, which contains communications to and from the service desk agent who is handling the request.
  2. The View Service Request application also provides functionality to download a Remote Diagnostics Agent, allowing a service desk agent to take control of the remote workstation or server in order to analyze and solve problems.
3. Search Solutions.
  1. The Search Solutions application contains a single table window, which displays a list of solutions for commonly asked questions or common problems. The Search Solutions application provides an easy way to search for helpful answers. The user can select and view details of any solution and its related attachments, such as documents or Web pages. A user can search for potential solutions before submitting a service request.
  2. Solution Ranking is provided in the left margin by each solution. Self-service users can provide solution feedback as ranking and comments. The ranking feedback is shown by the following stars:-5 stars: Excellent-4 stars: Very Good -3 stars: Good -2 stars: Fair -1 star: Average
  3. After viewing a solution, the user can either indicate that the solution was helpful, create a service request, or search again.
4. Service Request Manager Search
  1. The Service Request Manager Search application can be used to search across applications for records that contain specified text. The user can search for one or more of the following record types at the same time: Solution, Service Request, Offering Catalog, Offering, and Catalog Request.
5. Survey Request
  1. Survey Request defines how the user can be authorized to access and fill in surveys. A Survey Request is accessed from Self Service (Go To -> Self Service -> Survey Request) by the user to see and fill in tracked surveys after logging in. The user will receive an e-mail as a result of either a manually sent survey or an automatic escalation survey. The user can see the respective survey in the Survey Request application. If the user does not get a tracked survey by e-mail, then he cannot find any surveys to be filled in.
Given an installed and configured Tivoli Service Request Manager , and the PmObjSearchCron cron task activated, explain and demonstrate the available service desk search functionality, so that Global Search functionality is understood.
With emphasis on performing the following tasks:
1. The Global Search application can be used to search across applications for records that contain specified text. It can be used to search for records in one or more of the following applications at the same time: Service Requests, Incidents, Problems, and Solutions.
2. By default, the Global Search function searches records in all supported applications for the text specified and the content of files attached in these applications. The search examines the following fields in each record:
  1. The description fields (short and long description) as well as the Symptom, Cause, and Resolution fields in solution records.
  2. The Summary and Details fields in service request, incident, and problem records.
  3. All selected fields in dialog "Select Additional Attributes".
  4. The content of all attached files in a the record.
3. The scope of the search can be restricted by selecting which record types to search, which fields to search, or both.
4. Global Search supports searches in the following languages:
  1. Arabic
  2. Brazilian Portuguese
  3. Czech
  4. English
  5. French
  6. German
  7. Italian
  8. Japanese
  9. Korean
  10. Polish
  11. Russian
  12. Simplified Chinese
  13. Spanish
  14. Swedish
  15. Traditional Chinese
5. Operators
  1. Logic operator can be used for the search criteria. Logic operators are: AND , OR (capital letter) , "" , * , ().
  2. For example:-server AND fail-windows OR Linux-system*: work as a database "LIKE" -"fail in application server": this will search for the specific string. -(mail AND electronic) OR e-mail
6. Additional attributes
  1. More attributes can be added to be part of the search. To set this feature in Advanced Search press the button "Select Additional Attributes" to display a dialog with all attributes that can be searched. After choosing the attributes, press "Apply" and close the dialog.
  2. The Additional Attributes dialog displays all attributes of Solution, Incident, Service Request, and Problem where the properties "searchtype" is not null and "maxtype" is not one of the list :-Integer-Datetime-Cron -Date -Duration-Amount -GL
  3. This information can be check in Go To menu: System Configuration -> Platform Configuration -> Database Configuration; search object Incident, Problem, Service Request, or Solution; and click in tab "Attributes".
7. Attachment results
  1. The content of attached files in Incident, Problem, Service Request, and Solution with extensions .xml, .htm, .html, .doc, and .txt is searchable information.
  2. If the results come from a content attachment, the column In Attachment is set with the name of files that contain the text found, separated by "||".
8. Open external links.
  1. External Web sites can be opened by using the same search criteria used during a search operation. Selecting the Check External KM option, four Web browser windows will open, performing the same search as a Global Search, in the external Web sites.
  2. To set the external Web site, use the Go To menu: System Configuration -> Platform Configuration -> Launch in Context. The launch entries used are "TSDKM", TSDKM2", TSDKM3" and TSDKM4". The "Console URL" must be the full path for external Web site. The text to be found by using Global Search is represented by {SEARCHSTR}.
9. Performing a global search
  1. Open the Global Search application by clicking Go To on the Navigation Toolbar. Then select Service Desk -> Global Search
  2. In the Find field, enter the text to be found.
  3. If appropriate restrict the scope of the search by completing the following procedure. If all supported record types and fields should be searched, skip to the next step. -Click Maximize View on the Advanced Search table heading bar to display the check boxes for filtering the search. By default, all check boxes are selected. -To restrict the search to selected record types (classes), select or clear one or more check boxes in the Classes table: Problem?, Solution?, Service Request?, or Incident?. (Use the Check All? box to select or clear all check boxes.) The system searches only for record types that are checked. At least one record type must be checked. -To restrict the search to certain fields within records, select or clear one or more check boxes for Description/Summary, Symptom, Cause, Resolution, or Details in the Attributes table. The system searches only the field types (attributes) that are checked. At least one attribute must be checked. -Additional Information: -The Description/Summary check box refers to the Description field in solution records and to the Summary field in Incident, Service Request, or Problem records. (The Description field is an unlabeled field at the top of a solution record. Descriptions are also displayed in the Description column on the List tab of the Solutions application.) -The Details check box refers to the long description in solution records and to the Details field in service request, incident, or problem records. -The search disregards checked attributes that do not apply to a record type. For example, if only the Incidents check box and all attribute check boxes are selected, the search ignores the Symptom, Cause, and Resolution attributes. If only the Incidents check box and only the Symptom, Cause, and Resolution check boxes are selected, no results are returned.
  4. Click Search to start the search. The search results are sorted by record type. For example, all solution records are listed in the Solution Results table, all incident records are listed in the Incident Results table, and so on.
  5. Click the record identification number to view a record. After viewing a record, click Return to return to the list of search results.
10. Global search from applications
  1. The Incident, Service Request, Problem, and Solution applications have an icon that opens a dialog with Global Search application feature. Select a record in the application and click Global Search. The search find text box is set with the description of selected record.
  2. If the search results of Incident, Problem, or Service Request displays a solution, then open the detail of a solution. The Use Solution button is displayed. Clicking this button will select this solution for the record that open the dialog.

Section 4: Configure IBM Tivoli Service Request Manager V 7.2 Service Catalog

Given DBA permissions or System Administration permissions, configure the IBM Tivoli Service Request Manager V7.2 (Tivoli Service Request Manager) updateTool to update development provided service content data, so that service content data will be modified to reference a different Organization, Site, Set and Vendor.
With emphasis on performing the following tasks:
1. Create new set of Objects, (Organization and Site).
2. The updateTool.properties file should be modified to identify the new organization, site, set and vendor.
3. Identify which Services, Classifications and Job Plans should be updated. We will be updating all services, classifications and job plans shipped with the Service Catalog. These values should also be specified in the updateTool.properties file. By default, the updateTool.properties file includes the values for all service content data shipped with the product.
4. The final step is to invoke the UpdateTool.
5. Review output from UpdateTool processing. Some manual vendor updates using the UI may be required.
Given that Tivoli Service Request Manager with the service catalog needs to be installed, service content data is loaded into system database tables including Service Fulfillments, Offerings, Fulfillment Options, Catalogs, Workflows and Job Plans, so that IBM provided data is reviewed and usable.
With emphasis on performing the following tasks:
1. Review Organization, Site, Set and Vendor provided/created during the installation. Ensure it meets the client configurations.
2. Review Job Plans, Classifications, Services, and Response Plans to ensure they meet client needs for offerings, structuring data as well as assisting in automation of work tasks.
3. Identify any data sets that would require updating or removal that do not meet the requirements of the client or the services they provide.
4. Update any records that are necessary to match the requirements of the business for the services they offer.
5. Continue with establishing data sets for standing up Service Catalog, such as creating offerings, escalations, workflows for automation.
Given that the Administering Service Catalog guide has been read, explain the Descriptive service, Action Service, and Service Request, so that the three Service Fulfillment Types are understood.
With emphasis on performing the following tasks:
1. Descriptive service
  1. Use a descriptive service when an organization wants to advertise an existing, non-automated service that requires a request path that is not integrated into the Service Catalog.
  2. For example, a descriptive service for "Add Toner" might have the following instructions in the service's long description: "To order toner for a printer, you need to call our external office supplier at phone number 555-1234."
  3. When a descriptive service in the Offering Catalog is selected, an offering dialog to view the offering information is displayed. No requests can be submitted for a descriptive service.
2. Action service
  1. An action service is used when an organization wants to integrate pre-existing service applications into the Service Catalog. For example, an action service for "Reset Intranet Password" may want to invoke a pre-existing URL for the organization that resets intranet passwords. When an action service in the Offering Catalog is selected, an offering dialog to view the offering information is displayed. The offering dialog will also allow for information to be inputted as required by the offering (as defined by the offering attributes) and to execute the offering.
  2. The service application associated with an action service can be of several types:-An external URL -Another Tivoli Service Request Manager application -A standalone executable
  3. External URLs are designated by Tivoli Service Request Manager launch-in-context entries.
  4. Alternate Tivoli Service Request Manager applications may be invoked either via Tivoli Service Request Manager launch-in-context entries (by using relative URL addressing) or via Tivoli Service Request Manager workflows.
  5. Standalone executables can be invoked by using Tivoli Service Request Manager workflows.
  6. Action services can pass information, including attribute information, to a launched service.
  7. Utilization of an action-based service can be tracked by selecting the Create and Close Requisition check box under Service Usage Tracking in the Offerings application. When an action service is executed, a catalog request will be automatically opened and closed so that it can be used for accountability purposes.
3. Service Request
  1. The Service Catalog is configured to initiate a workflow for each service request.
  2. The workflow drives the approval and fulfillment process.
  3. Two workflow processes are available for selection:-Default workflow-Response plan workflow
Given the familiarity of Service Catalog content, Administering Service Catalog guide has been read, explain the different roles for Service Catalog, so that appropriate individuals can be identified for each Service Catalog role.
With emphasis on performing the following tasks:
1. Service Catalog Administrator (security group PMSCADMD)
  1. These users have rights to every action and application.
2. Service Designer (security group PMSCSDGN)
  1. This role is a specialization of the IBM Tivoli Unified Process (ITUP) Service Level Manager or Service Level Administrator role. In ITUP, the Service Level Manager is responsible for creating the service catalog and defining �what' the service is all about.
3. Service Delivery Manager (security group PMSCSDM)
  1. In the Service Catalog, this ITUP role will be responsible for identifying �How' a service defined by the Service Designer will be fulfilled.
4. Service Execution Manager (security group PMSCSEM)
  1. An ITUP role, which will be responsible for overseeing the fulfillment of the service requisitions in the Service Catalog.
5. User Contact Analyst (security group PMSCUCA)
  1. This is an ITUP defined role that, in the context of the Service Catalog, will be managing (analyzing, receiving and approving) the Service Requisition, as part of the Service Order Planning phase.
6. Operations Analyst (security group PMSCOA)
  1. This ITUP role represents the fulfillment operations. A user in this role works under supervision of the Service Execution Manager and will be responsible for:
  2. Performing all operational processes and procedures of the Order Planning and Fulfillment, ensuring that all IT services and infrastructure meet operational targets.
  3. Runs and monitors infrastructure components.
7. Operations Specialist (security group PMSCOS)
  1. This ITUP role represents the person that performs the work items. Operations Specialists often specialize by platform or application.
8. Service Requisition User (security group PMSCSRU)
  1. The service requisition (service requester) user is based on the role of the ITUP User. In the Service Catalog, he will searches for and requisitions services from the catalog, consults on status of the requisitioned services and receives the services performed by the IT organization.
9. SRMSelfService (security group SRMSELFSERVICE)
  1. The SRMSelfService is the self service user.
Given the correct Service Catalog rights (PMSCADM or PMSCSDGN), create a new Offering from the Offerings application, so that a new offering can then be added to catalogs.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with a user with PMSCADM or PMSCSDGN privileges.
2. Click Go To -> Service Request Manager Catalog Offerings.
3. Click the Insert an Offering icon.
4. The required fields of input are Offering name, Offering description, Offering Type and Classification.
  1. Name the offering, and enter a description. The description will be used in the offering catalog tree view of the catalog.
  2. Specify an Offering Type: Action Offering (i.e. Launch in Context), Descriptive Offering (informational), or Service Request. If the type is Action, then you will need to also assign a Workflow or Launch In Context to go with the Service.
  3. Optionally, specify a Service Group (i.e. IT), and also a further classification of a Service Group, the Service (i.e. APPS) can be specified. Service Group and Service can be used to logically group offerings.
  4. The �Shipping Info Required?' checkbox will require shipping info to be entered if the offering is included in a cart.
  5. The �Display Initially?' checkbox allows the offering designer to determine the default set of offerings a user will see the first time he opens the Offering Catalog. Once the user has ordered offerings, his default list will be based on his order history.
  6. The �Offering Uses Quantity' checkbox allows the offering designer to specify that this offering requires a quantity field. If this is checked, a Qty field will appear on the default dialog. Any offering that uses custom dialog XML will be required to add this field to the XML.
  7. Classify the Offering by entering or looking up a Classification value.
  8. Click the Save icon at the top.
Given the correct Catalog rights (PMSCADM or PMSCSDGN), from the Specifications tab of the Offerings application, configure the setting and required information for the offering, so that a fully configured offering with all attributes specified.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with a user with PMSCADM or PMSCSDGN privileges.
2. Click Go To -> Service Request Manager Catalog -> Service Inventory -> Offerings.
3. Select the Offering to configure specifications.
4. Click the Specifications tab.
5. If the status of the Offering is not already Planning, then hit the Change Status button and change it to Planning.
6. Click New Row button to add attributes to the specifications. For each new row, give it a description and define the data type.
7. Finally, for each attribute click the checkbox to determine if the attribute is Mandatory, Hidden or Read-only.
8. Click the Save icon at the top.
Given Tivoli Service Request Manager administrator rights and security groups, use the Security Groups application to grant or revoke access to catalogs and offerings.
With emphasis on performing the following tasks:
1. Click Go To -> Security -> Security Groups.
2. Find and select the required security group.
3. Click on the Service Catalog tab.
4. Click on the New Row button in the Authorized Catalogs section.
5. Add the ITEMNUM of the catalog you wish to authorize.
6. Click the Grant button.
7. Save the Security Group.
8. Data Restrictions can be global (applied to all applications) or application-specific (applied to a specific application).
9. The following Service Catalog applications are most commonly used when creating data restrictions:
  1. Offering Catalog application (PMSCOFFCAT)
  2. Shopping Cart application (PMSCCRDET)
  3. Offering application (PMSCOFFER)
  4. Catalogs application (PMSCCATALG)
Given the proper permission, install the service catalog from the Offerings application, so that dialogs for presentation of a particular offering are available.
With emphasis on performing the following tasks:
1. From the Go To menu, select System Configuration -> Platform Configuration -> Application Designer and export the library.xml to a file.
2. In the saved xml file, search or browse for a sample presentation for the type of service for which you want to create a custom presentation. Types of services for which you can create a custom presentation are:
  1. Action
  2. Descriptive
  3. Service request(notes)
3. Copy the sample dialog and paste it right before the tag at the end of the file.
4. Change all "id=" properties in the copied dialog to be unique.
5. Change the "label=" property on the dialog line to reflect your service.
6. Modify the section containing the offering fields (the id contains the String "attr_sec") to reflect the number and type of attributes your offering uses. There are three possible attribute types:
  1. ALN - Alphanumeric
  2. NUMVALUE - Numeric
  3. TAB - Table
7. Save the file.
8. From the Application Designer application, import the modified library.xml into the system.
9. Go to the Offerings application.
10. Select the offering and change its status to Planning.
11. Click the Roll New Status to Organizations? check box.
12. Click OK.
13. Click the Specifications tab.
14. In the Custom Dialog Name field in the Custom Presentation Details section, type the ID of the new dialog. This is the "id=" property from the dialog definition for your custom dialog. The presentation type must be Custom Presentation for this section to be visible.
15. Make sure the attributes listed in the Specifications section match the offering fields in the xml file.
16. Save the record and change its status to Active.
17. Click the Roll New Status to Organizations? check box.
18. Click OK.
Given insert access to the Job Plans application, and the appropriate supporting objects have been created, create flow controlled Job Plans, so that flow controlled Job Plans is now ready for use.
With emphasis on performing the following tasks:
1. Log in to Tivoli Service Request Manager with administrative privileges.
2. Navigate to the Job Plans application.
3. Insert a job plan.
4. Specify the inputs:
  1. Job Plan - any name
  2. Template Type - Activity
  3. Flow controlled? Checked
5. Under Job Plan tasks section, insert a new row.
6. Specify the inputs:
  1. Sequence - the sequence is should be performed in.
  2. Flow controlled? Checked.
  3. Flow Action - select the action to initiate the workflow.
7. Save the job plan.
8. Select the change status icon and set the status to Active.
Given authorization to the organizations application, the organization, site, and item sets are created, set the workflow options, Catalog Order options, work order options, Response Plan options and autonumbers for Service Catalog to administer the Service Catalog, so that the service catalog is administered.
With emphasis on performing the following tasks:
1. Workflows
  1. Log in to Tivolito Tivoli Service Request Manager with Administrative privileges.
  2. Go to Administration -> Organizations.
  3. Search for the organization you created. For example, ENGLENA.
  4. Click on the name of the organization. The record for that organization is displayed.
  5. From the Select Action menu, select Service Catalog Options -> Workflow Options. A dialog box is displayed.
  6. On the dialog box, select the workflows for each document usingby using the select value icon. Only valid workflows for each document will be displayed. Select the ones to be started in each instance.
  7. Click OK.
  8. Click Save.
2. Response Plans
  1. Log in to Tivoli Service Request Manager with Administrative privileges.
  2. Go to Administration -> Organizations.
  3. Select the organization to be updated.
  4. From the action drop-down select Service Catalog Options -> Response Plans options for Service Catalog.
  5. Specify the default response plan workflow that is initiated on the catalog request submission. The default value is PMSC_SR2.
  6. Click OK.
  7. Click Save.
Given the appropriate access to launch in context, security groups, and application designer, create the launch in context entry, add the sigoptions to the shopping application and then authorize the appropriate security groups to the sigoption to set up the launch in context entry, so that Launch in Context link is ready to be used to define a service fulfillment.
With emphasis on performing the following tasks:
1. Go to System Configuration Platform Configuration Launch in Context.
2. Click the Launch Entry tab.
3. Create a new launch entry.
4. Click Save.
5. Go to System Configuration Platform Configuration Application Designer.
6. In the Application field on the Applications tab, type PMSCOFFCAT.
7. Click the PMSCOFFCAT link. The Workspace tab is displayed.
8. From the Select Action menu, click Add/Modify Signature Options. The Add/Modify Signature Options dialog is displayed.
9. Click New Row.
10. Type any name you want in the Option field.
11. Expand the Advanced Signature Options section.
12. Click the Associate to launch entry to enable launch in context radio button.
13. In the Launch Entry Name field, type in the name you used in the Launch in Context application.
14. Click OK.
15. Click Save.
16. Go to the Security Groups application.
17. For all user groups that wish to execute this service, perform the following steps:
  1. On the List tab, search for and select the user group for which access needs to be added.
  2. Click the Applications tab.
  3. Expand the filter in the Applications section.
  4. Under Description, type in Offering Catalog.
  5. Press Enter.
  6. In the bottom section of the page, search the table for the description of the single-option that was created.
  7. Select the Grant Access? check box.
  8. Click Save.
Given the authority to order offerings from the Tivoli Service Request Manager SreviceService Catalog, employ the self service Service Catalog applications to order an offering and to track the fulfillment of that order so that an order for the offering is submitted and fulfilled.
With emphasis on performing the following tasks:
1. Start the Offering Catalog application from the Service Request Manager Catalog module.
2. Browse the Service Catalog and select an offering to order.
3. Fill in the information in the order panel for the offering.
4. Submit the order immediately or add the order to the shopping cart and submit the order at a later time.
5. Use the View Catalog Requests application to view submitted orders.
Given the authority to use the Offerings application to create a Service Catalog offering, create an Action type Offering that operates by triggering the execution of a workflow so that when an Action type offering is ordered and launched, the specified workflow is immediately executed.
With emphasis on performing the following tasks:
1. Start the Offerings application from the Service Request Manager Catalog module.
2. Create a new Offering.
  1. Name the new offering.
  2. Set the Offering Type to Action Offering.
  3. Choose a classification for the new offering.
  4. Set the Action Type to Workflow.
  5. Select the Workflow for this offering.
  6. Save the offering and change its status to Active.
  7. Place the offering in one or more catalogs.
3. Start the Offering Catalog application from the Service Request Manager Catalog module.
4. Select the new Action type offering.
5. Fill in any order parameters and then press the Launch button in the Offering order panel.
Given the authority to write a Jython validation script and to associate it with a Service Catalog Offering order panel, configure an Offering so that the validation script will execute when a self service user fills in a parameter of the offering.
With emphasis on performing the following tasks:
1. Start the Offerings application from the Service Request Manager Catalog module
2. Create a new offering or open an existing offering for modification
  1. Make sure that the offering includes an IP Address specification attribute.
  2. Configure the IP Address attribute to be validated by the OOTB IP Address validation script,
  3. Configure the offering so that the user filed for an order will be set to the logged on user,
  4. Save the offering and change its status to Active,
  5. Make sure that the offering resides in one or more catalogs,
3. Start the Offering Catalog application from the Service Request Manager Catalog module,
4. Select the offering that was just configured and fill in its Offering Order Panel.
Given a Tivoli Service Request Manager system that was installed in a manner that installed Service Catalog content and the authority to view and order that Out of the Box content, review the offerings so that a deeper knowledge of the OOTB Service Catalog offerings is obtained.
With emphasis on performing the following tasks:
1. Start the Offering Catalog application from the Service Request Manager Catalog module.
2. Browse the set of available offering.s
3. Expand the "Browse by Catalog" portion of the screen to see all the available categories of OOTB offerings.
4. Select some of the OOTB offerings and examine what sorts of information the user must/can provide when placing an order.
5. Move to the Offerings application within the same module.
6. For the offerings that were just browsed in the Offering Catalog application, examine how they are configured in order to understand they will be fulfilled once they are ordered.
  1. For Service Request type offerings, examine any Response Plans or Ticket Templates that are associated with them.
  2. Examine the workflows that will be triggered during different portions of the service fulfillment life-cycle.
Given the authority to use the Offerings application to create a Service Catalog offering, define a Service request type offering that utilizes some of the processing options that are peculiar that type of offering.
With emphasis on performing the following tasks:
1. Start the Offerings application from the Service Request Manager Catalog module.
2. Create a new Service Request type offering or open an existing Service Request type offering for modification.
3. Use the "Service Request Information" section of the "Offering" tab page configure some of the behavior of the offering.
  1. Specify that management approval is automatic or that specific management approval workflows are to be triggered.
  2. Specify if a workflow is to be run that triggers a Response Plan.
  3. Specify whether a Ticket Template will be applied to the generated Service Request.
4. Move to the Offering Catalog application in the same module.
5. Place an order for the offering that was previously configured and observe how the various configured options operate during service request fulfillment for the order.
Given the need to publish and use several service catalogs with various offerings, explain and demonstrate (service) catalog functionality and catalog authorization, so that the catalog application functionality and service catalog authorization control is understood.
With emphasis on performing the following tasks:
1. A catalog is a container for one or more offerings that can be requested by an end user. The Offering Catalog application uses the catalog to present the offerings to an end user in an easily accessible and searchable manner. The Service Designer can create a catalog, and then add the offerings to it. Alternatively, offerings can be added to a catalog as an action on the Offerings application.
2. The Catalogs application allows management of the catalog life-cycle and adding/removing offerings. Catalogs cannot be deleted, but can be made obsolete by updating the status.
3. Depending on the requirements of the organization deploying Service Request Manager, one or more catalogs within the system might be needed. By using a single catalog authorized users are allowed to browse all available offerings, using the available search mechanisms within the Offering Catalog. However, deploying multiple catalogs allows an administrator to restrict which offerings users are able to access, depending on business needs, geographic location, or a variety of other reasons. Creating multiple catalogs is another way of organizing the offerings available to end users.
4. Catalog restrictions and authorizations can also be set at security group level. For each security group multiple authorized catalogs can be selected, which allows the users in this security group to access and view the catalogs selected. The user will only be able to view these catalogs usingby using the same item set as the organization containing the site the user has set to default insert site (usingby using the same item set).
Given Service Catalog functionality is needed for various organizations and sites defined in Tivoli Service Request Manager ManagerV7.2, explain interaction of the service catalog with item sets, sites and default insert sites, so that access restrictions to various catalogs are understood.
With emphasis on performing the following tasks:
1. When new catalogs are created, these catalogs will always have an item set assigned to them. An organization is assigned to only one item set, but multiple organizations can use the same item set, which determines the organizations that can access a catalog. The default insert site associated with the user creating the catalog determines the item set assigned to the catalog.
2. Users will only be able to view catalogs usingby using the same item set as the organization containing the site the user has set to default insert site (using the same item set).

Section 5: Integration

Given administrator rights for the System Properties application and a Lotus Sametime server is available and properly configured, navigate to the System Properties application, select and change the appropriate properties, so that a Sametime integration has been enabled.
With emphasis on performing the following tasks:
1. Log in to IBM Tivoli Service Request Manager V7.2 (Tivoli Service Request Manager) with administrator privileges.
2. Navigate to the System Properties application.
3. Search the appropriate properties for Instant Messaging. All properties for instant messaging start with mxe.im.
  1. Select the mandatory mxe.im.sametimeserver property.
  2. Add/change the Global Value attribute with the name or IP address of the Sametime server.
  3. Select the optional mxe.im.connectiontimeout property.
  4. Add/change the Global Value attribute with the new connection time-out value.
4. Select Save.
5. Select the checkbox next to the mxe.im.sametimeserver and mxe.im.connectiontimeout property.
6. Select Live Refresh.

Given Tivoli Service Request Manager administrator rights and CTI software, configure the Tivoli Service Request Manager system properties to refer to the CTI system, so that the configuration for CTI is complete.
With emphasis on performing the following tasks:

Log in to to Tivoli Service Request Manager as the administrator or any user with authorization to change Tivoli Service Request Manager System Properties.
From the Go To menu, select System Configuration Platform Configurations System Properties.
Filter Property Names on CTI.

Change the Global Value field for each of the Property Names specified in Table. Ask the CTI administrator for the values that you have to provide in the Global Value field.

1	2
Property name	Property description
cti.ail.appname	Specifies the application name of the CTI system.
cti.config.host	Specifies the host name on which the CTI configuration server is running.
cti.config.port	Specifies the port that is used for communication between Tivoli Service Request Manager and the CTI configuration server.
cti.config.backup.host	Specifies the hostname on which a potential backup CTI configuration server is running (in case the primary host is not responding).
cti.config.backup.port	Specifies the port that is used for communication between Tivoli Service Request Manager and a potential backup CTI configuration server.
cti.username	Specifies the user name that can access the CTI configuration server.
cti.password	Specifies the password for the user name to access the CTI configuration server.
cti.ail.license	Specifies the URL where the CTI license server can be located.
cti.ail.period	Specifies the keep alive time for the connection to the CTI server.
cti.ail.queue	Specifies the queue name for Tivoli Service Request Manager on the CTI server.
cti.ail.timeout	Specifies the connection timeout.
cti.lookup.type	Specifies the type of lookup that is used to identify callers, which by default is phone, but it can be changed to a custom lookup.

Make sure that the Java.rmi.server.hostname is set. If not, change the Global Value for Property Name mxe.registry.host to the host name of the Tivoli Service Request Manager server. This property is used to define the Remote Method Invocation (RMI) binding.

Given that Tivoli Service Request Manager is installed, copy the Tivoli Service Request Manager Integration Toolkit image to a desired location and run the install command, so that TDI and Tivoli Service Request Manager are integrated.
With emphasis on performing the following tasks:
1. Copy the installation files from the IBM Tivoli Service Request Manager Integration Toolkit image to a temporary directory on the computer where you want to install Tivoli Directory Integrator.
  1. The TDI installation files are located in the following directory on the toolkit image or DVD: /TDI/interp where interp represents three directories named aix, windows, and linux. Copy the files from the interp directory appropriate for your operating system.
2. At a command prompt, change to the directory where the installation files are located.
3. Run the installation command that is appropriate for your platform:
  1. Windows®: installTDI.cmd -silent tdi_home tdi_working_dir "srm_host [srm_host2 srm_host3 ...]" tec_log_file_adapter_bin Y | N
  2. Linux® or AIX®: ./installTDI.sh -silent tdi_home tdi_working_dir \"srm_host [srm_host2 srm_host3 ...]\" tec_log_file_adapter_home Y | N
Given a J2EE-compliant application server configure Integration Framework to enable external service desk integration so that integration to an external system would be complete.
With emphasis on performing the following tasks:
1. Identify the external system with a name to differentiate it from other external systems.
2. Specify what is going to be interfaced and how are outbound and inbound transactions going to be processed.
3. Identify which inbound and outbound queues to use.
4. Define the transport mechanism to use HTTP or an XML file.
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.
With emphasis on performing the following tasks:
1. Tivoli Remote Diagnostics is an integrated feature of Service Request Manager that is based on the IBM® Tivoli Remote Control version 5.1.2 product. Tivoli Remote Diagnostics enables a Service Desk analyst to take control of remote workstations or servers in order to analyze and solve problems. The Service Desk analyst can launch Tivoli Remote Diagnostics from a ticket application, run commands and applications on the target system, transfer files, open a text conversation, and record a session on video. A Service Request Manager administrator can enable a global setting that allows analysts to upload and attach video recordings to ticket records.
  1. Installation and configuration required to enable the Tivoli Remote Diagnostics feature consist of three steps.-Installing the Tivoli Remote Diagnostics agent-Performing post-installation steps-Enabling users to upload recordings
2. Installing the Tivoli Remote Diagnostics agent
  1. The Tivoli® Remote Diagnostics agent can be obtained through the Service Request Manager browser interface. To globally distribute and install the agent to workstations throughout your enterprise, the normal distribution strategy can be used.
  2. Before downloading the Tivoli Remote Diagnostics agent, verify that the Java™ plugin settings in the browser specify one of the following JRE environments: IBM® JRE versions 1.4.2, 1.5, or 1.6, or Sun Java JRE version 1.6. If none of the supported JRE versions is installed, install it and associate it with your browser.
  3. Download the agent: -Log into to Service Request Manager from a browser.-From the Go To menu on the Navigation Toolbar, select Self Service -> Service Requests -> View Service Requests (or Create Service Request)-Click Download Remote Diagnostics Agent. A separate browser window opens with information about downloading and installing the Tivoli Remote Diagnostic Tool.-Click Download Binaries to download the trc_setup.zip file to your computer.
  4. Install the agent:-Extract the files from the trc_setup.zip file to a directory on the target computer. -Change to the directory or folder where you extracted the files and perform a silent or interactive installation. -To perform a silent installation, run the following command: msiexec /i trc_target.msi /qn MANAGED=no CHECKUSERLOGIN=no-To perform an interactive installation, run the trc_target_setup.exe file and follow the setup instructions.
3. Performing post-installation steps
  1. The post-installation steps described in this section are required only if the Tivoli® Remote Diagnostics agent was installed in interactive mode. The command line installation does not require any post-installation steps.
4. Post-installation steps for Windows
  1. Complete the following steps on all Windows® computers where the Tivoli Remote Diagnostics agent is installed, if the interactive mode of installation was used-Go to the Windows registry location HKEY_LOCAL_MACHINE\SOFTWARE\IBM\Tivoli\Remote Control\Target-Edit the following registry properties: "CheckUserLogin"="no" "Managed"="no"-After editing the registry properties, restart the agent service, named IBM® Tivoli Remote Control - Target.
5. Post-installation steps for Linux
  1. Complete the following steps on all Linux® computers where you installed the Tivoli Remote Diagnostics agent, if the interactive mode of installation was used-Edit the /etc/ibmtrct.conf file-Restart the agent
6. Enabling users to upload recordings
  1. Optionally the global setting to enable Service Request Manager users to upload and attach Tivoli® Remote Diagnostics recordings to ticket or solution records needs to be configured.-Log on to Service Request Manager as an administrator with authority to perform system configuration tasks.-From the Go To menu on the Navigation Toolbar, select System Configuration -> Platform Configuration -> System Properties. -On the System Properties window, search for the mxe.int.trc.upload.recording property. -Click View Details next to the mxe.int.trc.upload.recording property to display the Global Properties Details section of the window. -Enter the property value in the Global Value field: -Enter Y or 1 if you want to enable users to upload recordings. -Enter N or 0 if you want to prevent users from uploading recordings.-From the Select Action menu on the application toolbar, select Live Refresh. -Click OK on the Live Refresh dialog.

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