VMware VCENTER CONFIGURATION MANAGER 5.3, Getting Started Manual

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Getting Started with VCM Service Desk
Integration
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Getting Started with VCM Service Desk
Integration
Getting Started with Service Desk Integration
VCM Service Desk Integration allows you to track planned and unplanned changes to managed machines
in your organization, and to integrate these changes with your organization’s change management
process.
When Service Desk Integration is licensed, integrated with VCM Service Desk Connector, and activated, it
temporarily halts any requested change to a VCM-managed machine while VCM integrates with the
Service Desk application to pass the change through a predefined change management process or
workflow. Once the change is approved through the workflow, VCM reinstates the change requested on
the Agent machine(s), based upon machine criticality.
VCM Service Desk Connector communicates with both VCM and your Service Desk application to help
users track and manage all VCM-initiated planned and unplanned changes across an organization. Any
change to a VCM-managed machine that is requested in VCM must advance through the defined
workflow before being executed. The workflow definition varies by customer and is dependent upon the
configuration implemented during the VMware services engagement and as determined by the
customer’s change management process.
If you have licensed VCM Service Desk Integration, will you be able to see the Service Desk nodes.
However, you must arrange a services engagement to “turn on” Service Desk functionality, and configure
and implement this component. Contact VMware Customer Support to determine the requirements for
your integration. Once VMware Customer Support has enabled VCM Service Desk Integration, they will
give you an overview of how to use the product in your organization. You may also refer to the online
Help for more information on how to use VCM Service Desk Integration.
Service Desk Integration in the Console
The Service Desk node provides a single entry point for viewing all VCM-related Service Desk events.
Click any sub-node beneath the Service Desk node to view data by that variable. For example, click
By
RFC to view the data for a single Request For Change (RFC). In the By RFC sub-node, select any of the
listed RFCs to view the data for that item only.
The data views shown below are the default VCM Service Desk Integration views. Your configuration
may differ, based on your organizational requirements and specific implementation.
Click Console | Service Desk to display the VCM Service Desk Integration node.
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