User`s guide

Getting Started with VCM Service Desk
Integration
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Getting Started with VCM Service Desk
Integration
VCM Service Desk Integration tracks planned and unplanned changes to managed machines in your
organization, and integrates change requests with your change management process.
Service Desk Integration works by temporarily holding requested changes to managed machines while
VCM integrates with your service desk application in order to pass the requests through your change
management process or workflow. After the changes are approved, VCM resumes changing the managed
machines, in order of criticality.
VCM Service Desk Connector links VCM with the service desk application in order to track and manage
the VCM initiated changes. Change management process and workflow definitions vary by customer and
depend on the configuration implemented during your VMware services engagement.
Configure Service Desk Integration
To add the Service Desk Integration feature to VCM, you must complete the following high-level tasks.
Procedure
1. Contact VMware Customer Support to determine the requirements for your integration and arrange
for a VMware services engagement.
2. License Service Desk Integration.
3. Activate Service Desk Integration
After VMware Customer Support assists you with licensing and the integration of VCM with your service
desk application, additional nodes that are unique to the service desk feature appear in VCM.
What to do next
Look at your service desk data. See "View Service Desk Integration in the Console" on page 247.
View Service Desk Integration in the Console
When service desk integration is enabled, the Service Desk data grids provide a detailed view of VCM-
related service desk events.
VMware, Inc. 247