1. 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 Desk Actions Attributes Classifications Communication (Email) Templates Cron Task Domains Escalations KPIs Person Groups Priority Matrix Queries Report Authorization Security Groups Service Groups & Services Service Level Agreements Start Center Templates System Properties Ticket Templates Workflows Change Management Actions Classifications Communication (Email) Templates Conditional Expressions Domains Escalations Impact analysis Configuration Job Plans KPIs Person Groups Queries Relationships Report Authorization Response Plans Roles Security Groups Service Groups & Services Start Center Templates System Properties Workflows Hardware Asset Management Actions Classifications Communication (Email) Templates Domains Escalations Job Plans KPIs Link rules Locations Organizational Settings Person Groups Queries Reconciliation Task Report Authorization Roles Security Groups Service Groups & Services Start Center Templates Storerooms Units of Measure Software Asset Management Actions Classifications Communication (Email) Templates Domains Escalations Job Plans KPIs Link Rule Organizational Options Person Groups Queries Reconciliation Task Report Authorization Roles Security Groups Service Groups & Services Start Center Templates Units of Measure Service Catalog Actions Attributes Catalogs Classifications Communication (Email) Templates Domains Escalations Job Plans KPIs Offerings Person Groups Queries Roles Security Groups Service Catalog Workflow Options Service Groups & Services Start Center Templates System Properties Ticket Templates Workflows

2. 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. Service Desk Users People Assets Locations Service Bulletins Solutions (Knowledge Articles) Service Catalog Users People Additional Offerings Change Management Users People Assets Configuration Items (CIs) Blackout Periods Change Windows Hardware Asset Management Users People Assets Companies and Company Masters Locations Item Masters Software Asset Management Users People Additional Currencies Companies & Company Masters Item Masters Licenses Software entries in the Software Knowledgebase Tool Kit (SWKBT) Additional Units of Measure Product Base DataValuesExamples OrganizationThis will need to include Short Id and DescriptionFRPSCHL, Freedom Place School SiteThis will need to include Short Id and DescriptionFRPHQTR, Freedom Place School Main Campus Item SetThis will need to include Short Id and DescriptionITEMSET1, Item Set 1

3. 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 DeskGo To Menu UsersSecurity > Users PeopleAdministration> Resources > People AssetsAssets > Assets LocationsAssets > Locations Bulletins (news)Administration > Bulletin Board Solutions (Knowledge Articles) Service Desk > Solutions Service CatalogGo To Menu UsersSecurity > Users PeopleAdministration >Resources > People Additional OfferingsService Request Catalog > Offerings Change ManagementGo To Menu UsersSecurity > Users PeopleAdministration > Resources > People AssetsAssets > Assets Configuration Items (CIs)IT Infrastructure > Configuration Items Blackout PeriodsChange > Blackout Periods Change WindowsChange > Change Window Calendars Hardware Asset Management Go To Menu UsersSecurity > Users PeopleAdministration > Resources > People AssetsAssets > Assets Companies and Company Masters Purchasing > Companies Purchasing > Company Masters LocationsAssets > Locations Item MastersInventory > Item Masters Software Asset ManagementGo To Menu UsersSecurity > Users PeopleAdministration > Resources > People Additional CurrenciesFinancial > Currency Codes Companies & Company MastersPurchasing > Companies Purchasing > Company Masters Item MastersInventory > Item Masters LicensesAssets > Licenses Software entries in the Software Knowledgebase Tool Kit (SWKBT) Administration > Deployed Assets > Software Catalog Additional Units of MeasureInventory > Item Masters > [More Actions]

4. 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-4ae8-9f86-50634fedb447https://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 DeskConnection To Project Configure UsersTab / Base Data Configuration / Task 3.2.6 and 3.2.7 PeopleTab /Base Data Configuration / Task 3.2.6 & 3.2.9 AssetsTab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6 LocationsTab /Base Data Configuration / Task 3.2.11 & 3.2.12 Bulletins (My News)Tab / Desk-Catalog, Inc &Prob / Task 4.1.10 Solutions (Knowledge Articles) Tab / Desk-Catalog, Inc &Prob / Task 4.1.6 & 4.3.8 Service CatalogConnection To Project Configure UsersTab / Base Data Configuration / Task 3.2.6 and 3.2.7 PeopleTab /Base Data Configuration / Task 3.2.6 & 3.2.9 Additional OfferingsTab / Desk-Catalog, Inc &Prob / Task 4.1.21 & 4.2.11 Hardware Asset ManagementConnection To Project Configure UsersTab / Base Data Configuration / Task 3.2.6 and 3.2.7 PeopleTab /Base Data Configuration / Task 3.2.6 & 3.2.9 AssetsTab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6 Companies and Company Masters Tab/HW Asset & License Mgmt/ Task 4.4.4 LocationsTab /Base Data Configuration / Task 3.2.11 & 3.2.12 Item MastersTab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5 The other Process/Packs are on next slide !

5. 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-4ae8-9f86-50634fedb447https://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 Change ManagementConnection 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 AssetsTab/HW Asset & License Mgmt/ Task 4.5.6 & 4.1.6 Configuration Items (CIs) Tab / Change – Config & Release / Task 4.1.6 & 4.2.5 Blackout PeriodsTab / Change – Config & Release / Task 4.3.6 Change WindowsTab / Change – Config & Release / Task 4.3.9 Software Asset ManagementConnection 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 Additional CurrenciesTab / Base Data Configuration / Task 3.1.2 Companies & Company MastersTab/HW Asset & License Mgmt/ Task 4.4.4 Item MastersTab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5 LicensesTab/HW Asset & License Mgmt/ Task 4.1.15 & 4.5.4 Software entries in the Software Knowledgebase Tool Kit (SWKBT) Tab/HW Asset & License Mgmt/ Task 4.1.14 Additional Units of MeasureTab/HW Asset & License Mgmt/ Task 4.3.7 & 4.5.5 The other Process/Packs are one slide back !

6. 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 Start Project Configure 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.Job Aids in the Planning and Configuring Section 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.Self-Facilitated Workshops / Designing your ITIL processes for Control desk implementation