Service Manager


About DSM

Desktop and Server Management (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, DSM can be the key to reducing IT expenditure.

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.

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

User Roles in DSM

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

Configuring the DSM Integration

Service Manager and DSM servers are configured as separate entities. While the DSM server is configured by default, you must configure the DSM integration within Service Manager to create an integrated Service Manager-DSM environment.

Software Uninstallation and Re-installation

Software re-installation 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 do not create a new incident or service request to handle the uninstallation or re-installation.

Software Properties in DSM

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

ITSM only


DSM only

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

Types of DSM Integrations

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

The original way, referred to as the DSM legacy integration.

The new way, referred to as the new DSM integration. See New DSM Integration.

The new DSM integration was designed using the concept of external business objects and web services. See Using Web Services with External Data Sources for complete information about using external business objects and web services in Service Manager.

After you initially configure the new DSM integration, you do not need to synchronize or activate the software or computers. The system uses a web services script to synchronize the computers and software automatically. When you select a computer to update, the system checks DSM to see if it is a managed computer. If it is, DSM returns an ID associated with the computer.

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