Symantec SERVICEDESK 7.0 MR2, Руководство по внедрению

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Table 1-2
Components of ServiceDesk (continued)
Description Component
A tool that lets an administrator customize workflows to meet the needs of the organization.
See “About Workflow Designer” on page 28.
Workflow Designer is typically installed on a client computer. However, it can also be
installed on the ServiceDesk server computer.
Workflow Designer
A Web-based interface that provides access to the ServiceDesk application software. The
users of ServiceDesk access the portal from their Web browsers and use the portal to run
the workflow processes.
The ServiceDesk portal resides on the ServiceDesk server computer. The ServiceDesk
portal is accessible from most Web browsers.
See “About the ServiceDesk portal” on page 145.
ServiceDesk portal
The server-side software that includes the workflow extensions that are required to run
the core workflow processes.
These extensions must run on the server to which the workflows have been deployed,
which is the ServiceDesk server computer. The ServiceDesk server is sometimes referred
to as the Workflow server .
See “About Workflow Server” on page 29.
Workflow Server
software
Definitions of the events or steps that a process can follow. The data that is provided for
a specific process determines the path that the process takes through the workflow.
ServiceDesk contains the core workflows that you can use immediately without
customization. The core workflows let you manage service tickets and perform other
service-related activities.
The workflows and processes reside on the ServiceDesk server computer.
See “About workflows, processes, tickets, and tasks” on page 23.
Workflows
Stores the Process Manager details such as groups, users, and permissions.
Other applications can use the Process Manager database. For example, it is included with
Workflow Solution. When you install ServiceDesk, the Process Manager database is
expanded to become the ServiceDesk database. However, it typically is referred to as the
Process Manager database.
The default name for the actual database is Ensemble. It resides on the SQL Server
computer.
Process Manager
(ServiceDesk) database
Introducing ServiceDesk
Components of ServiceDesk
18