DSM Features

The following users work with the DSM features in HEAT:

• The administrator configures the DSM integration within HEAT.
• Service Desk Analysts resolve incidents reported by requesters. During the incident management process, the Service Desk Analyst works with other specialists, vendors, and technicians to resolve incidents for the users.

Software installation is a request from HEAT to the DSM system to install a software package on a managed computer. As a Service Desk Analyst, you create a software installation request by creating an incident or service request record with the software installation template. You select the target computer and a software installation packages when you create the record.

If the installation request was completed successfully, the incident status is set to resolved or service request status is set to fulfilled, and the owner receives a notification.

Self Service users can submit software installation requests by creating a new incident from a template or by selecting an offering in the Service Catalog. Users can also track resolution and fulfillment progress in Self Service. Users receive notification when the software installation is complete.

Incident and service request templates are provided for software installation. See Install New Software and Service Requests to Install Software Process.

A task software installation template is included for incidents and service requests for software installation. These tasks execute when you save a new installation or provisioning incident or service request.

Software reinstallation installs software on a managed computer to fix problems encountered after a previous installation. As a Service Desk Analyst, you can uninstall or reinstall software using quick actions. 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.

Computer provisioning is the process of assigning a computer to a user and installing the required operating system and other software. As a Service Desk Analyst, you create a computer provisioning request by creating an incident record with the provision computer template or service request record with the new computer template.

If the provisioning request is completed successfully, the incident status is set to resolved or service request status is set to fulfilled, and the owner receives a notification.

Incident and service request templates are provided for computer provisioning. See Provision Hardware and Software Incidents and Provision Hardware and Software Service Request Process. A task provisioning template is also provided for incidents and service requests for computer provisioning.

Self Service users can submit computer provisioning requests by creating a new incident or by selecting an offering in the Service Catalog. Users can also track resolution and fulfillment progress in Self Service. Users receive notification when the computer provisioning is complete.

Computer reprovisioning uninstalls and then reinstalls the operating system and other software on a managed computer that was previously installed through the DSM system to fix problems encountered during a previous installation. As a Service Desk Analyst, you can reprovision a computer through a quick action from the Configuration Item workspace.

To initiate computer reprovisioning, you can work directly through the installed operating system set record from a configuration item record or you can create a new service request to handle the reprovisioning.

The following DSM-specific features are available in Self Service.

When a Self Service user creates a new incident (from the Home page or from My Items), these DSM-specific incident templates are available:

• Software installation
• Computer provisioning

When a Self Service user creates an incident using one of these templates, the incident initially has a status of logged. A Service Desk Analyst can then resolve the incident as described in Install New Software or Provision Hardware and Software Incidents.

The following DSM-specific request offerings are available from the Service Catalog:

• Software installation request
• New computer request
• Computer reprovisioning

When a Service Catalog user submits one of these request offerings, a software installation or computer provisioning service request is created with a status of logged. A Service Desk Analyst can then fulfill the request as described in Service Requests to Install Software Process or Provision Hardware and Software Service Request Process.