Service Manager

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Using the New HEAT DSM Integration

This topic describes the new HEAT DSM integration that was introduced in Service Manager Release 2015.2.  For information about the legacy HEAT DSM integration, see Home  .

•About Available and Optional Software

•Designating Software as Available in the HEAT DSM Console

•Viewing the Available Software in HEAT

•Viewing the Available Software for a Platform

•Specifying Approval for Software Packages

•Changing Available Software to Optional Software

•Setting Values for Software Items

•About the HEAT DSM Integration Request Offerings

•Showing or Hiding the HEAT DSM Workspaces

About Available and Optional Software

Available software is the set of software packages on HEAT DSM that are listed as assignable to ITSM.

In HEAT DSM, there is no entry for Service Manager, only an option for ITSM. Whenever you see ITSM in this usage, you can assume it means Service Manager.

Optional software is any available software that the Service Manager administrator has made available to Service Manager end users.

End users can request software from the Service Catalog.

Designating Software as Available in the HEAT DSM Console

For complete information about using the HEAT DSM Console, see the HEAT DSM documentation set.

Follow this process to get software from HEAT DSM to make it available in Service Manager.

1.Log into the HEAT DSM Console.

2.Highlight a software item.

3.Under the Properties tab on the right, under the Properties for the ITSM integration header, for the Assignable via field, select either DSM and ITSM or ITSM.

The HEAT DSM system makes this software item available for use in Service Manager.

Viewing the Available Software in HEAT

Follow these steps to view the available software:

1.Log into the Service Desk Console.

2.Open the DSM Package workspace. The system displays a list of all of the software in HEAT DSM. For each software item, it lists the following:

Viewing the Available Software for a Platform

You can view the software available for a particular platform by doing the following:

1.Log into the Service Desk Console.

2.Open the CI workspace.

3.Open the record associated with the platform. For example, to see the software available for the virtual workstation called Win7, open the Win7 record.

4.Click the Managed Software tab.

5.To reinstall a software item, highlight it and click Reinstall Software. You do not need approval to reinstall software even if you needed approval to originally install it.

6.To uninstall software, highlight it and click Uninstall Software.

You can only reinstall or uninstall certain software, depending on the type of software and how it is defined by HEAT DSM.

Specifying Approval for Software Packages

If you specify approval for a software package, an approval task is created when the software is requested from the Self-Service Portal.

1.Log into the Service Desk Console.

2.Open the DSM Software Package workspace.

3.Open the record for which to specify approval.

4.On the Details tab, check Approval required. The Approval Required column in the list view shows a value of yes.

5.Save the record.

Changing Available Software to Optional Software

You must choose from the list of available software (that is, all of the software available in HEAT DSM) which software to make available to Service Manager end users. Then, for each software item, follow the steps below to set it to optional (which makes it available to Service Manager users).

1.Log into the Service Desk Console.

2.Open the DSM Software Package workspace. The system displays a list of all of the software in HEAT DSM.

3.Highlight a software item and on the toolbar, click Make Optional Software.

After you set a software item to optional in Service Manager, which means that end users can request it, you cannot change it back to available (which means it is not optional), from within Service Manager. To change it back, you must use the HEAT DSM Console.

Setting Values for Software Items

1.Log into the Service Desk Console.

2.Open the DSM Software Package workspace. The system displays a list of all of the software in HEAT DSM.

3.Double-click a software item to open it. The system displays the Manage Software workspace.

4.Enter information into the fields.

5.To specify additional information about the software, click the Software Revision tab. The system displays the following information, which is all read-only:

6.Click Save.

About the HEAT DSM Integration Request Offerings

As part of the new HEAT DSM integration, there are two new request offerings in the Service Catalog: the Optional Software Installation Request request offering and the Optional Software Multiple Installation Request request offering.

Optional Software Installation Request Offerings in the Service Catalog

See Working with Request Offerings for information on creating and modifying request offerings in the Service Catalog.

Showing or Hiding the HEAT DSM Workspaces

You can display the following HEAT DSM-related workspaces or tabs if they are used, or hide them if they are not used in your implementation.

The workspaces are:

•DSM Package workspace

•DSM Request Detail workspace

•DSM Software Revision workspace

Hiding the functionality of those workspaces also removes the following tabs:

•The DSM Request Detail tab for service requests

•The Managed Software tab for configuration item records for computers, servers, virtual servers, workstations, and virtual workstations

Only the following roles are affected: administrator, Change Manger, Configuration Manager, Service Desk Analyst, and Service Desk Manager.

1.From the Configuration Console, click Build > Global Constants.

2.Navigate to the Show DSM Integration feature in the Name column.

3.Click in the Value column to change the setting:

•True enables and displays the workspaces.

•False hides the workspaces.

4. Click Save.