HDU Tech has perfected the Unicenter Service Desk migration / upgrade process to ensure your smooth transition to Service Desk Manager r12.

Reasons to upgrade:

Current version supported
Latest and greatest technologies from CA
Service Contracts
Automated Responses
More open Architecture
CA Workflow
Tight integration with Desktop Suite
New & improved CMDB
Etc…

Challenges during migration;

Bring over existing customizations.
Screen customizations
Database customizations
Code customizations
Data integrity
Archiving / Purging antiquated data
Report conversions


HDU Tech can help with these tasks.

Call HDU Tech! We have successfully accomplished dozens and dozens of migrations.

1-888-486-6287

email us your migration request at [email]

Hiring an administrator for Service Desk is not an easy task. It requires seeking out an individual that not only understands the technology and is CA Certified on Service Desk, but one that can align the technologies and processes of Service Management to your company; attending to the regular routine administrative functions within Service Desk.

• Reduce Operation Costs
• Reduce your management headaches.
• Free up internal resources to focus on your core business.
• Improve the performance and efficiency of your company.
• Improve your ROI
• Tax friendly alternative to your business.
• Fast and Reliable Solutions for the world leader in Service Management!

HDU Tech will align a Service Desk expert to your needs. Let your Service Desk Admin take away the daily burden Servicing and Managing your Service Desk system. We have the right Admin for you!

For more information on Remote Administration please contact [email]

R12 Go Button modification that allows ticket look up without needing to know if it is an incident, request or problem
Submitted by NyTillman

R12 Go Button Search Modification

Course Description:
CA Service Desk Manager r12.6: Administration 200
Course Overview:
CA Service Desk Manager (CA SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end-user support, request, incident, problem, and knowledge management processes with simplified change and configuration management. CA SDM can consolidate your multiple, disparate help desks and separately manage multiple tenants, all with the objective of reducing the cost and complexity of managing multiple software instances. CA SDM delivers extensive automated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs. In your job, you are responsible for administering and enforcing service delivery. CA SDM provides a 360-degree view into your IT services and enables you to prevent service disruptions and better manage change risks.


Nov/8/2011 10:00 AM EST (GMT - 5)
4 days Virtual Learning - Virtual Learning 3 English 2,900.00 US Dollar(USD)
Email Dawn at [email] for details

In this archive i included the files that i customized to allow the employees to see and approve workflow tasks. The file contains also a little howto of the steps that i made. You'll probably need to adapt them to your situation.
Hope it helps.
Submitted by DanieleG

Workflow Tasks for employees