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01 - ServiceDesk Plus - Best PracticesWe appreciate you choosing ServiceDesk Plus for your organization to deliver world-classIT services. Before installing the product, take a few minutes to go through some of our bestpractices. These are all based on our experience, research, and product testing
The document contains the following sections:• Hardware requirements• Operating systems• Databases• Browsers• Data loss prevention• Data security1.0 Hardware Requirements:While choosing your application server, consider the number of concurrent technicianlogins, the number of nodes you want to manage, and the number of tickets created per day
The following table provides the recommended hardware configuration to installServiceDesk Plus
No. of concurrent No. of Operating technician No. of assets RAM Disk space Database tickets/day system logins Windows 500 - 1000 Server 2008 PostgreSQL 5 - 20 20 - 70 4/8 GB 50 - 80 GB or No Assets (32/64 bit) (Default) Windows Server 2008 PostgreSQL 20 - 50 500 - 1000 60 - 130 4/8 GB 50 - 80 GB (32/64 bit) (Default) Windows PostgreSQL 50 - 100 700 - 1300 100 - 150 Server 2008 8 GB 50 - 80 GB (Default) / MS (64 bit) SQL Windows 100 GB MS SQL 2008 100- 200 1400 - 2000 200 - 400 Server 2008 8 GB (64 bit) Windows > 200 2000 MS SQL 2008 500 - 1000 Server 2008 8 GB 100 GB (64 bit) 02 - ServiceDesk Plus - Best Practices2.0 Operating Systems:ServiceDesk Plus installation is supported by Windows and Linux. The supported versionsare listed below
2.1. Windows Operating System:• Windows Server 2008• Windows Server 2008 R2• Windows Server 2012Note: If you are using Windows XP Professional or Windows 2000 Server/Professional,please upgrade your server to the latest operating system because Microsoft no more sup-ports these operating systems
2.2 Linux Operating System:• CentOS 4.4• Ubuntu2.3 Windows vs. Linux:Technically, ServiceDesk Plus works equally well in both Windows and Linux platforms
However, if you can use Windows in your organization’s IT infrastructure, installServiceDesk Plus on a Windows platform to enjoy the following benefits:• Active Directory synchronization (to import user details from the Active Directory Server)• Single Sign On• A domain scan2.4 64-bit vs. 32-bit Operating Systems:Though the product is supported by both 64-bit and 32-bit operating systems, we recom-mend the former because the amount of data read by the RAM in the 64-bit operatingsystem is greater than the 32-bit. This would enhance the product’s performance to a greatextent. For large enterprises, a 64-bit system will certainly deliver peak performance andsupport a large number of users
03 - ServiceDesk Plus - Best Practices3.0 Recommended Databases:ServiceDesk Plus comes with a built-in PostgreSQL database. However, the productsupports external MySQL and MS SQL databases
MySQL:• Till 5.1.50MS SQL:• MS SQL 2008• MS SQL 2012Note: To prevent extensive log file growth, set up the log file growth to a minimum(4GB default) and set it to auto-refresh. Please consult the steps with a DBA and performthe changes on your SQL server
PostgreSQL:• PostgreSQL 9.2If your company is a large enterprise, MS SQL is ideal because of the following:• Easy to manage and organize the data, especially when the data volume is huge• MS SQL is a self-tuning database that avoids manual database tuning• The backup process in MS SQL is better than the other two databases, especially differential backup is available in MS SQL• Parameters can be added to avoid DB lock and table lock in MS SQLNote: It is better to have two separate servers, one each for the product and database. Whenthe data volume grows, the servers’ performance would still be better. If there is a servercrash, you can still retain the data on any one of the servers
04 - ServiceDesk Plus - Best Practices4.0 Browsers:• Internet Explorer Version 9 Version 10• Mozilla Firefox Version 3.6 and above• Google Chrome5.0 Best practices to prevent data loss:• Scheduled backups on a daily basis or weekly basis• Store the data on a shared network drive6.0 Best practices for data security:• Use https instead of http• Install an SSL certificate from a trusted vendor. To learn how to install an SSL certificate, click here6.1 Antivirus and the Application:If you are using an anti-virus software application in your environment, it may block portsfor the application’s performance. To prevent this, create the following:• An exception to the ManageEngine folder in the anti-virus application• An exception for Java in the anti-virus to avoid blocks in the mail sending ports• Exceptions for the following if you have installed the anti-virus application before installing the product: • port 65432, if the database is PostgreSQL • port 33366, if the database is MySQL • port 1433, if the database is MS SQLIf you’d like to learn more about the installation process please go through theinstallation guide. For more details and assistance about the product, send us an email at[email protected]
[email protected] • An exception to the ManageEngine folder in the anti-virus application • An exception for Java in the anti-virus to avoid blocks in the mail sending ports • Exceptions for the following if you have installed the anti-virus application before installing the product:
Windows 10 system requirements. Latest OS: Make sure you're running the latest version—either Windows 7 SP1 or Windows 8.1 Update. Processor: 1 gigahertz (GHz) or faster processor or SoC. RAM: 1 gigabyte (GB) for 32-bit or 2 GB for 64-bit. Hard disk space: 16 GB for 32-bit OS or 20 GB for 64-bit OS. ...
Hardware requirements No. of Devices Processor Memory Hard Disk 1 to 250 Intel Xeon 2.0 Ghz 4 cores/ 4 threads 4 GB 20 GB minimum 251 to 500 Intel Xeon 2.5 Ghz 4 cores/ 8 threads 8 GB 20 GB minimum 501 to 1000 Intel Xeon 2.5 Ghz 4 cores/ 8 threads or ... 16 GB 40 GB minimum
Hardware requirements. OpManager Standard/ Professional Edition. No. of Devices. Processor. Memory. Hard Disk. 1 to 250. Intel Xeon 2.0 Ghz 4 cores/ 4 threads. 4 GB.
This section gives you information about the hardware requirements for distribution servers, MSSQL database, Desktop Central servers and agents. It is recommended to install SQL server and Desktop Central server in different machines for performance enhancement purposes. Use Enterprise grade hard drives or solid state drives (SSD).