This article describes the common configurations in your ServiceAide Cloud Serviceaide Intelligent Service Management (CSM) slice.
Create Organization
...
Configure the basic settings related to your slice of CSM Intelligent Service Management. Slice configuration includes:
...
You can configure the duration for a session timeout in CSM Intelligent Service Management. Navigate to MANAGE> ADMINISTRATION> TOOLS> Slice Configuration> General Information.
...
Enable your users to log in to CSM Intelligent Service Management seamlessly from your domain. After Single Sign-on is configured, users do not need to enter their user name and password to log in. See Implement Single Sign-On for more information.
...
Outbound web service enables CSM Intelligent Service Management to interact with external systems using SOAP or RESTful web service calls. For more information about outbound web services, see Configure Outbound Web Services.
...
- Create Configuration Item attribute templates to be applied to the Configuration Items (CIs). Navigate to MANAGE> ADMINISTRATION> Tools> Custom Asset/ CI Attribute Templates to create and manage CI attribute templates.
See Create and Manage CI Attribute Templates. - If you want the CIs of a particular class to be treated as a service, set the configure slice parameter SLA_BUSINESS_SERVICES_IDENTIFIER_CLASSES for the required CCTI class. See Configuration Parameters.
- Configure the CIs and CI services. To add more attributes to appear when a CCTI is selected, configure the CI attribute templates. Create the service hours for CIs and Service CIs. To describe Infrastructure and display corresponding relationship graphs, relate CIs to contacts and relate CIs to CIs. See Create and Manage Configuration Items.
Knowledge Management
- Create Knowledge Base (KB) article categories. To create KB article categories navigate to MANAGE> ADMINISTRATION> Tools> Knowledge Article Categories. See Create and Manage KB Article Categories.
- Create KB articles under the required categories and relate CCTI to the KB articles. Grant the article permissions to the roles/groups/contacts. See Create and Manage Knowledge Base Articles.