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Servicedesk Plus Installation Best Practices Guide

This document provides best practices for installing and implementing ServiceDesk Plus, an IT service management software. It includes recommendations for hardware requirements based on organizational size, supported operating systems like Windows Server 2008 and Linux variants, recommended databases like PostgreSQL, MySQL, and MS SQL, supported browsers, and tips for data security and loss prevention through backups, firewall exceptions, and SSL encryption. The document aims to help organizations set up ServiceDesk Plus for optimal performance and security.

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97 views5 pages

Servicedesk Plus Installation Best Practices Guide

This document provides best practices for installing and implementing ServiceDesk Plus, an IT service management software. It includes recommendations for hardware requirements based on organizational size, supported operating systems like Windows Server 2008 and Linux variants, recommended databases like PostgreSQL, MySQL, and MS SQL, supported browsers, and tips for data security and loss prevention through backups, firewall exceptions, and SSL encryption. The document aims to help organizations set up ServiceDesk Plus for optimal performance and security.

Uploaded by

aforabad
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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01 - ServiceDesk Plus - Best Practices

We appreciate you choosing ServiceDesk Plus for your organization to deliver world-class
IT services. Before installing the product, take a few minutes to go through some of our best
practices. 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 security

1.0 Hardware Requirements:

While choosing your application server, consider the number of concurrent technician
logins, 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 install
ServiceDesk 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 Practices

2.0 Operating Systems:


ServiceDesk Plus installation is supported by Windows and Linux. The supported versions
are listed below.

2.1. Windows Operating System:

• Windows Server 2008


• Windows Server 2008 R2
• Windows Server 2012

Note: 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
• Ubuntu

2.3 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, install
ServiceDesk 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 scan

2.4 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 operating
system is greater than the 32-bit. This would enhance the product’s performance to a great
extent. For large enterprises, a 64-bit system will certainly deliver peak performance and
support a large number of users.
03 - ServiceDesk Plus - Best Practices

3.0 Recommended Databases:


ServiceDesk Plus comes with a built-in PostgreSQL database. However, the product
supports external MySQL and MS SQL databases.

MySQL:

• Till 5.1.50

MS SQL:
• MS SQL 2008
• MS SQL 2012

Note: 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 perform
the changes on your SQL server.

PostgreSQL:

• PostgreSQL 9.2

If 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 SQL

Note: It is better to have two separate servers, one each for the product and database. When
the data volume grows, the servers’ performance would still be better. If there is a server
crash, you can still retain the data on any one of the servers.
04 - ServiceDesk Plus - Best Practices

4.0 Browsers:
• Internet Explorer
Version 9
Version 10
• Mozilla Firefox
Version 3.6 and above
• Google Chrome

5.0 Best practices to prevent data loss:


• Scheduled backups on a daily basis or weekly basis
• Store the data on a shared network drive

6.0 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 here

6.1 Antivirus and the Application:

If you are using an anti-virus software application in your environment, it may block ports
for 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 SQL

If you’d like to learn more about the installation process please go through the
installation guide. For more details and assistance about the product, send us an email at
servicedeskplus-support@manageengine.com

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