Service Manager

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Working with HEAT DSM

•About HEAT DSM

•User Roles in HEAT DSM

•About Configuring the HEAT DSM Integration

•About Software Uninstallation and Reinstallation

•Software Properties in HEAT DSM

•Types of HEAT DSM Integrations

About HEAT DSM

HEAT Desktop and Server Management (HEAT DSM) aids IT organizations with automating, regulating, and simplifying how desktops and servers are managed. By automating routine IT management tasks such as deploying applications, planning major operating system rollouts, provisioning new employees, applying patches, and modifying your settings, HEAT DSM can be the key to reducing IT expenditure.

HEAT DSM also helps IT standardize software and hardware management and their processes across the entire organization. IT can uniformly and efficiently manage software and hardware from their initial deployment to daily operations, patches, maintenance, and compliance.

HEAT DSM features are only available to those Service Manager customers who have purchased the HEAT DSM product.

User Roles in HEAT DSM

Administrators, Change Managers, Configuration Managers, and Service Desk Analysts can configure the HEAT DSM integration within Service Manager.

About Configuring the HEAT DSM Integration

You configure the Service Manager and HEAT DSM servers as separate entities. The HEAT DSM server is configured by default. However you must configure the HEAT DSM integration within Service Manager to create an integrated Service Manager-HEAT DSM environment.

About Software Uninstallation and Reinstallation

Software reinstallation installs software on a managed computer to fix problems encountered after a previous installation. Service Desk Analysts can uninstall or reinstall software. In either case, you work directly through the installed software record, and you do not create a new incident or service request to handle the uninstallation or reinstallation.

Software Properties in HEAT DSM

The Properties of the ITSM Integration area of the Software >Properties tab in the HEAT DSM console allows you to set one of the following properties for a software package or set:

•ITSM only

•HEAT DSM and ITSM

•HEAT DSM only

You can only synchronize and manage through Service Manager those packages and sets that have a property of ITSM only or HEAT DSM and ITSM. Software that has a property of HEAT DSM only is synchronized, but cannot be activated or installed from Service Manager.

Types of HEAT DSM Integrations

Starting in Service Manager Release 2015.2, the integration between Service Manager and HEAT DSM has changed. There are now two ways to integrate with HEAT DSM:

•The original way, referred to as the HEAT DSM legacy integration. See Home  for information.

•The new way, referred to as the new HEAT DSM integration. See Home  .