Process Content Packs consist of ready-to-use static pre-defined data sets.

Packs fill the gap between the OOTB product and a full customized services
engagement. Built upon ITIL standards and real-world customer experiences, they are focused on business processes, such as Service Desk, Catalog, Hardware &
Software Asset Management and Change. Any or all of these can be installed at no cost into a customer’s system.
Below is a list of items that are included in each Process Content Pack. All of these items can be used as is, or can be configured to fit customer needs.

Service Catalog Service Desk Hardware Asset Management Software Asset Management Change Management
Actions Actions Actions Actions Actions
Attributes Attributes Classifications Classifications Classifications
Catalogs Classifications Communication (Email) Templates Communication (Email) Templates Communication (Email)
Templates
Classifications Communication (Email) Templates Domains
Domains Conditional Expressions
Communication (Email) Escalations
Templates Cron Task Escalations Domains
Job Plans
Domains Domains Job Plans Escalations
KPIs
Escalations Escalations KPIs Impact analysis Configuration
Link Rule
Job Plans KPIs Link rules Job Plans
Organizational Options
KPIs Person Groups Locations KPIs
Person Groups
Offerings Priority Matrix Organizational Settings Person Groups
Queries
Person Groups Person Groups Queries
Queries
Reconciliation Task
Queries Queries Relationships
Report Authorization
Report Authorization
Roles Reconciliation Task Report Authorization
Security Groups
Roles
Security Groups Report Authorization Response Plans
Service Groups & Services
Security Groups
Service Catalog Workflow Roles Roles
Service Level Agreements
Options Service Groups & Services
Security Groups Security Groups
Start Center Templates
Service Groups & Services Start Center Templates
Service Groups & Services Service Groups & Services
System Properties
Start Center Templates Units of Measure
Start Center Templates Start Center Templates
Ticket Templates
System Properties
Storerooms System Properties
Workflows
Ticket Templates
Units of Measure Workflows
Workflows
To enable the system and begin to use the content packs data and structure, the customer should gather the data mentioned below (be sure to be conscious of
which packs are being installed in your system and the corresponding data needed). For a development system a small quantity of each data set is best and can
be quickly entered into the system to begin using it. As the strategy for a production system is established the loading or integration for these data sets can be
defined. Such as using an LDAP or Active Directory system for Users and People data is common.
Note common data does not need to be gathered and entered for each pack, the data can be entered a single time and will be used across packs and processes,
such as users, assets, people, locations .

Product Base Data Values Examples

Organization This will need to include Short Id and Description FRPSCHL, Freedom Place School
Site This will need to include Short Id and Description FRPHQTR, Freedom Place School Main Campus
Item Set This will need to include Short Id and Description ITEMSET1, Item Set 1

Service Catalog Service Desk Hardware Asset Management Software Asset Management Change Management
Users Users Users Users Users
People People People People People
Additional Offerings Assets Assets Additional Currencies Assets
Locations Companies and Company Companies & Company Masters Configuration Items (CIs)
Masters
Service Bulletins Item Masters Blackout Periods
Locations
Solutions (Knowledge Licenses Change Windows
Articles) Item Masters
Software entries in the
Software Knowledgebase Tool
Kit (SWKBT)
Additional Units of Measure
Now that you know what data to gather, lets log into IBM Control Desk and understand where the data is stored so to prepare for how to manually add a few sets
of data for the parameters you wish to use.
Note In each application it is possible to click the NEW Icon and start creating a record of each type.

Service Catalog Go To Menu Hardware Asset Go To Menu Change Management Go To Menu

Management
Users Security > Users Users Security > Users
Users Security > Users
People Administration >Resources > People Administration > Resources >
People People Administration > Resources > People People

Additional Offerings Service Request Catalog > Assets Assets > Assets Assets Assets > Assets
Offerings
Companies and Company Purchasing > Companies Configuration Items (CIs) IT Infrastructure > Configuration
Masters Purchasing > Company Masters Items

Locations Assets > Locations Blackout Periods Change > Blackout Periods

Item Masters Inventory > Item Masters Change Windows Change > Change Window
Calendars

Software Asset Management Go To Menu

Service Desk Go To Menu

Users Security > Users Users Security > Users

People Administration> Resources > People People Administration > Resources > People

Additional Currencies Financial > Currency Codes

Assets Assets > Assets Companies & Company Masters Purchasing > Companies
Purchasing > Company Masters
Locations Assets > Locations

Bulletins (news) Administration > Bulletin Board Item Masters Inventory > Item Masters

Licenses Assets > Licenses

Solutions (Knowledge Service Desk > Solutions Software entries in the Software Administration > Deployed Assets >
Articles) Knowledgebase Tool Kit (SWKBT) Software Catalog

Additional Units of Measure Inventory > Item Masters > [More

Actions]
Now that we know what data we need to gather, how to find the application in IBM Control Desk to create the data, lets learn a little or a lot about the data sets so the
data is created to best represent your content.
Note It is also possible to click on the Help menu in each application as you are in the product.

**The links and customer materials provided here are broader than a single application and a single record. The links here will connect you to the IBM Control Desk
customer collateral created by IBM System Matter experts. As well as to a broader view of how to move forward from a Development system to designing and enabling
production.
FULL Link to Download Project Configure https://www.ibm.com/developerworks/community/groups/service/html/communityview?communityUuid=e25892f0-
20f7-46ff-bbe9-c7c03fb3036f#fullpageWidgetId=Wb33da0c91d92_4cec_a8a7_57df877f617b&file=3db5faaa-47cc-4ae8-9f86-50634fedb447

Service Catalog Connection To Project Configure

Hardware Asset Management Connection To Project Configure
Users Tab / Base Data Configuration / Task 3.2.6 and 3.2.7
Users Tab / Base Data Configuration / Task 3.2.6 and 3.2.7
People Tab /Base Data Configuration / Task 3.2.6 & 3.2.9
People Tab /Base Data Configuration / Task 3.2.6 & 3.2.9
Additional Offerings Tab / Desk-Catalog, Inc &Prob / Task 4.1.21 & 4.2.11
Assets Tab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6
Companies and Company Tab/HW Asset & License Mgmt/ Task 4.4.4
Masters
Service Desk Connection To Project Configure Locations Tab /Base Data Configuration / Task 3.2.11 & 3.2.12
Users Tab / Base Data Configuration / Task 3.2.6 and 3.2.7 Item Masters Tab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5
People Tab /Base Data Configuration / Task 3.2.6 & 3.2.9
Assets Tab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6
Locations Tab /Base Data Configuration / Task 3.2.11 & 3.2.12
Bulletins (My News) Tab / Desk-Catalog, Inc &Prob / Task 4.1.10
Solutions (Knowledge Tab / Desk-Catalog, Inc &Prob / Task 4.1.6 & 4.3.8
Articles)
Now that we know what data we need to gather, how to find the application in IBM Control Desk to create the data, lets learn a little or a lot about the data sets so the
data is created to best represent your content.
Note It is also possible to click on the Help menu in each application as you are in the product.

**The links and customer materials provided here are broader than a single application and a single record. The links here will connect you to the IBM Control Desk
customer collateral created by IBM System Matter experts. As well as to a broader view of how to move forward from a Development system to designing and enabling
production.
FULL Link to Download Project Configure https://www.ibm.com/developerworks/community/groups/service/html/communityview?communityUuid=e25892f0-
20f7-46ff-bbe9-c7c03fb3036f#fullpageWidgetId=Wb33da0c91d92_4cec_a8a7_57df877f617b&file=3db5faaa-47cc-4ae8-9f86-50634fedb447

Software Asset Management Connection To Project Configure

Users Tab / Base Data Configuration / Task 3.2.6 and 3.2.7

People Tab /Base Data Configuration / Task 3.2.6 & 3.2.9

Change Management Connection To Project Configure Additional Currencies Tab / Base Data Configuration / Task 3.1.2

Users Tab / Base Data Configuration / Task 3.2.6 and 3.2.7 Companies & Company Masters Tab/HW Asset & License Mgmt/ Task 4.4.4

People Tab /Base Data Configuration / Task 3.2.6 & 3.2.9 Item Masters Tab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5

Assets Tab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6 Licenses Tab/HW Asset & License Mgmt/ Task 4.1.15 & 4.5.4

Configuration Items Tab / Change – Config & Release / Task 4.1.6 & 4.2.5 Software entries in the Tab/HW Asset & License Mgmt/ Task 4.1.14
(CIs) Software Knowledgebase Tool
Kit (SWKBT)
Blackout Periods Tab / Change – Config & Release / Task 4.3.6
Additional Units of Measure Tab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5
Change Windows Tab / Change – Config & Release / Task 4.3.9
 It is hard to stop providing knowledge when one is on a roll, so here are some additional references we think you will find of value.
Note it is possible to completely ignore this slide.
Now let’s get started exploring your system and what it can do. Here are some questions and answers, which provide links to many great resources!

Check out Project Start! This Excel workbook provides the building blocks to begin to understand and plan the
project for how your organization would configure and use IBM Control Desk in your business.

Project Configure provides the next step in the project ; an in-depth set of information about base setup,
configurations, data loading, integrations and the information is all based on the many processes supported in
Control Desk.

To collaborate with what Project Start and Configure materials provide, IBM also has created Job Aids in the
Planning and Configuring Section to help answer common tactical questions that may arise when designing,
configuring, and implementing IBM Control Desk.

Subject Matter Experts in IBM Control Desk have created Self-Facilitated Workshops / Designing your ITIL
processes for Control desk implementation, based in MS PowerPoint which guide a workshop through some of
the processes in the software.