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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:

Field Description
Software Name The name of the software package, taken from HEAT DSM.
Optional Software Specifies if this software has been published to Service Manager end users.
Approval Required Specifies if the user needs manager approval to purchase and download this software.
Cost The cost of the software.
Currency The currency used for the cost.
HEAT SM Software Type

The type of software. Can be one of the following:

Available: Means this software is available in HEAT DSM but has not been published to, and therefore is not available to, Service Manager end users.

Optional: Means this software has been published to, and therefore is available to, Service Manager end users through the Service Catalog.

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.

Field Description
DSM Software Package GUID The unique ID for this software, set by HEAT DSM.
Software Name The name of the software. This value comes from HEAT DSM.
Optional Software Specifies if this software is available to Service Manager users.
Software Type

The type of software package. Select from the following:

Software Package

Software Set

OS Set

OS Configuration Package

Schema Tag

The schema tag associated with this software. This is the software type from the HEAT DSM Console and is used for troubleshooting. Select from the following:

OSSoftwareSet

OSConfigurationPackage

PreOSActionPackage

OSActionPackage

PostOSActionPackage

eScriptPackage

MsiPackage

SwPackage

SwSet

eScriptSoftwareSet

UniversalScriptPackage

UniversalScriptSoftwareSet

Approval Required Specifies if the user must get manager approval before installing the software.
Cost The cost to install the software. This is tracked in the service request. Enter a numeric value and select a currency from the drop-down list.

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

Field Description
DSM Software ID The ID for the software as specified by HEAT DSM.
Software Name The name of the software as specified by HEAT DSM. 
Software Revision The version of the software. For example, for Adobe Acrobat, it could be version 10.0 or 12.0.
Software Type

The type of software package. Select from the following:

Software Package

Software Set

OS Set

OS Configuration Package

Latest Revision Specifies if this is the latest revision.
Reinstallable Specifies that users are allowed to reinstall this software.
Uninstallable Specifies that users are allowed to uninstall this software.

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.


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