Getting Started

Before using HEAT, we recommend that you read general information about how the system works and learn about the modules that interest you.

• How HEAT Works: A brief illustration of the relationship between servers and tenants.
• Module Configuration: Contains descriptions of each module.
• Basics: Explains the different parts of the application:
  • Consoles
  • Using Workspaces
  • Using the Watch List
  • Search

During installation, you entered information about your organization (see Setting Up the Application Using the Setup Wizards). After installation, you can modify this information.

• Account Information
• Setting Up Hours of Operation
• Currencies
• Using Departments
• About Localization
• Organization Chart
• Time Zones

Everything begins with a business objectAny key business component that you want to track and manage. Examples include incidents, tasks, configuration items, attachments, audit history, contacts, and notes.. After you create your own business object, there are several things you can do with it.

• Business Objects: The basic building block.
• Using Fields: Fields contain the values that you use within a business object.
• Using Grids: Shows your data in a tabular format.
• Using Forms: Shows your data in a form that users can enter data into.
• Using Layouts: Creates a workspace in which to place the grid or form.
• Using Workflows: Creates a set of actions that occur when an action occurs, such as a record is saved or a status is changed.

The Service CatalogHow customers order products and services from your organization. One or more IT systems enabling a business process. is the backbone of HEAT. Setting this up for users involves many pieces:

• Creating a Service: Create your overall serviceA generally defined framework for actions or items that are provided to an end user. Specific actions, items, response times, and other details are not part of a service definition; those details are defined in service level packages, request offerings, and service level agreements. Instead, a service provides the basis for those detailed definitions. An example of a service is email. After a service is defined, end users do not see or request the service itself. Instead, they use the Service Catalog to view and submit request items, which are features that are based on the service and that you (as a service owner) define and make available to them. Multiple request offerings can be based on the same service., such a transportation or communications.
• Working with Request Offerings: Create a request offeringA service item offered by a provider that an end user can request through the Service Catalog. For example, "Request for a new mailbox," and "Quarantine" are request offerings under the Email service. that is available to users.
• Service Level Management: Create the service level agreements and service level packages that define your request offering.
• Working with Service Requests: Once your request offering is published, users see it as a service requestA request to IT for an activity that has a well-defined IT procedure..