WIXLIB

4SDE Lab SpecificationThis section describes the platform configurations in the test lab. The Service Desk Expressequipment, both Client and Server, will be “typical” systems. They will contain the baseoperating system, with all the current compatible service packs or patches. The database willbe installed with all the current compatible service packs or patches. For further details onwhich service packs and patches are running in the lab, please contact us at the address listedin Appendix C. The SDE system will contain a test environment, with tailored workflow. Thisenvironment will be a typical help desk environment, which may not resemble sampleworkflow such as the Demo Help Desk.It is important in writing your iNote NOT to assume that the user will have any sampleworkflow in their environment. The examples in the iNote must consider that most users willneed to tailor the integration to their specific environment.Win 2000/2003 ServerService Desk ExpressMS SQL ServerPrimary Domain ControllerIIS/ExchangeMidTier ServerSDE LabNetworkConfigurationSDEDomainWindowsService Desk ExpressWindowsService Desk ExpressFor example, the integration requires that a ‘Problem Category’ be passed from the third-partyapplication to the SDE system. The example states that the user needs to replace the‘Problem Category’ field with the appropriate equivalent for their environment.We will test on the most recent major release of Service Desk Express. Exceptions to this maybe granted by SDE during the consultation period. This will most commonly occur during the 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1110/10/2013Rev 1.4

period immediately following a major release of Service Desk Express. If instructed by BMC,we will test on a previous “dot” release of Service Desk Express if that is the latest version aTechnology Alliance member supports. We will maintain the lab with the latest “dot” releaseof Service Desk Express, 30 days following the release. We will test integrations on these “dot”releases in most cases. If required by a Technology Alliance member and with BMC Software’sagreement, we can test on previous releases, or with specific Service Desk Express patches.We will not validate the integration software for any versions of Service Desk Express prior tothe two most recent major releases.This configuration is important to reference when you are determining the systemrequirements of your integration. If your integration requires anything outside of theconfiguration listed here, it MUST be specified in the system requirements section of the iNote(i.e. sound card). If your integration requires Service Desk Express objects, (forms, data, etc.)these must be either included in the integration software, or must be listed as a requirementin the iNote. For example, if your integration depends on objects in the SDE ChangeManagement application, this must be listed as a requirement in the iNote. Also, if yourintegration requires any specific sub-components of Service Desk Express, such as SDEDesktop Automation, this must be clearly stated in the system requirements section of theiNote.If your application requires hardware or software that is not included in the standard lab setuplisted below, we may require you to provide this equipment in order to test the integrationand provide shipping to return the equipment after the testing is completed.4.1ComponentsThe components on the test domain are as follows: Intel, Windows 2000 Server Service Desk Express servers. One of these servers will be aprimary domain controller for the Validation lab domain. Multiple Intel based clients, running a variety of Windows client software. In most cases asingle client will be used.The minimum specification for these systems is as follows: Intel Server:Intel Pentium 4 2.80Ghz80GB Hard diskCD-ROM 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1210/10/2013Rev 1.4

512MB MemoryWindows 2000 ServerThe SDE Server has MS SQL Server, and Internet Information Server running. There are threesystems. The domain controller has Exchange Server 5.5/2000 running, which will service mailfor both the servers and all of the clients. Service Desk Express Client:Intel Pentium III 700Mhz7GB Hard diskCD-ROM128MB MemoryWindows 20005Test Information GuideThis section is to provide a summary and description of the tests that will be executed byIntertek as part of the SDE Validation Program. To maximize the chances of your integrationmeeting validation, we recommend you perform these tests prior to submission. Ideally,someone would perform the tests other than the person(s) who developed the integrationand/or wrote the iNote.Prior to submission to Intertek, the iNote will be verified for content by BMC Software. Wehave included guidelines for assessing the content of the document, to enable TechnologyAlliance members to better understand the requirements for this aspect of the iNote.The test cycle will focus on the installation, configuration, and functionality of the integration.Any claims of the functionality of the integration made in the iNote will be verified. We willperform the integration using the example(s) provided in the iNote and the tests will beassessed based upon this process. We will perform the integration using the test lab specifiedin Chapter 4, with any additional hardware and software components listed in the iNote. Inorder to achieve a “Validation Met” status, the iNote must contain accurate, complete andstraightforward instructions for performing the integration. We will verify the steps given inthe iNote with the functionality of the software. 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1310/10/2013Rev 1.4

The validation tests will be comprised of two basic test sets, and a number of optionalintegration specific tests. The document consistency tests will verify the information in theiNote against the functionality in the applications. The general tests will verify specific aspectsof the integration, such as passing of data and environment specific conditions. The remainderof the tests will be dependent on the method used for the integration. The categories assignedby SDE for the integration may also indicate additional tests are necessary. For example, aService Desk Express integration using E-Mail Messaging will require the E-Mail MessagingIntegration Requirements section 5.2.4 to be run. The final test set is a series ofrecommendations, which have no bearing on validation. These tests are carried out, as timepermits. Please refer to section 5.3 for more information. The recommendations, whereappropriate, will add further value to the customer and make integrating the productsmoother. 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1410/10/2013Rev 1.4

5.1Integration Note Review5.1.1 Documentation Content GuidelinesThese requirements are verified by BMC Software prior to submission to Intertek. Theserequirements focus solely on the documentation. The iNote must contain all the informationnecessary to begin to integrate the product. These requirements will verify that the iNotetemplate is used, and all the sections of the template are complete. Please see the SDE iNoteTemplate and iNote Read Me First files for further information.5.1.2 GeneralThe complete iNote must be clearly comprehensible. This requirement concerns thereadability of the integration note. The iNote must reference the correct version of the Service Desk Express and use theappropriate terminology. The information in the iNote must be in the correct place. The iNote must be in the SDE iNote format, and all sections must have beencompleted as specified in the iNote template. This requirement will check the iNotecontent against the specification in BMC Software’s iNote template. Please refer tothis document for further information.5.1.3 TitleThe iNote title must be correct and list the correct product.5.1.4 Product AbstractThe ‘Product Abstract’ section must be complete.This section explains the features of the Technology Alliance member’s product to the user,and is intended as a sales/marketing tool. 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1510/10/2013Rev 1.4

5.1.5 Integration SummaryThe ‘Integration Summary’ must be accurate and complete.Please describe the value of the integration, where it specifically applies to Service DeskExpress.This section must adequately summarize the steps given in the integration details section.(Such as configuration of the application, creation of forms or business rules, creatingconfiguration files, setting parameters or mappings, etc.)This section or the Integration Details section must include any necessary documentationreferences. These documents must be supplied with the software. If no references are made,it is assumed that the integration can be performed with only the iNote.This section should make clear the methods used to accomplish the integration (SDE SDK, SDEAPI Wizard, Program Launcher, etc.). A figure representing the integrated modules and thecommunication between them is highly desirable.5.1.6 Support InformationThe ‘Support Information’ section must be complete.5.1.7 System RequirementsThe ‘System Requirements’ section must be complete. It should show versions and platformssupported for both your products and SDE products.5.1.8 Contact InformationThe ‘Contact Information’ section must be complete.5.1.9 Integration DetailsThe ‘Integration Details’ section must be complete and understandable. This section needs tohave a clear flow of information and instructions.This section is specifically for the technical personnel who will be performing the tasksnecessary to integrate the product. This section must be precise. Every step must beexplained in a concise and clear manner. 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1610/10/2013Rev 1.4

5.1.10 Sample ScenariosThe Sample Scenarios section must contain at least one clear example of using the integration.This example needs to be representative of a production environment.The examples must cover all of the platforms that the integration supports. If necessary,multiple scenarios can be used to represent multiple platforms.5.1.11 EndnotesThe ‘Endnotes’ section must be complete and reference all BMC Software products andtrademarks mentioned in the iNote5.2Intertek Validation Tests5.2.1 Documentation Consistency RequirementsThis test set will validate the functionality of the iNote against the actualfunctionality of the application and Service Desk Express. We will integrate theapplication with Service Desk Express, according to the instructions provided inthe iNote.Where some of the following tests are marked as having not met validation, othertests may also be marked as having not met validation. For example, if the iNotemisses a step that explains to the user how to configure a mapping file, theintegration would not meet validation for test 5.2.1 (b) (iii) and test 5.2.2 (i). Thisis intended to provide more information about any corrections that are necessary.(a) Verify the ‘System Requirements’ section details ALL software and hardwarerequirements for using the application, and integrating with SDE.(i)Verify any versions of applications or operating systems required areindicated, e.g. scripting engines.(ii)Verify any SDE applications that are needed are specified. This test alsoverifies any additional SDE components needed are specified. (e.g. optionpacks.) 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1710/10/2013Rev 1.4

(iii)Verify the iNote specifies which applications need to be running prior toperforming the integration.(iv)Verify any licensing requirements are stated.If no additional Service Desk Express components are specified, it is assumed thatthe integration can be performed with just the basic Service Desk Expressinstallation.(b) Verify the ‘Integration Details’ section is accurate, complete, and consistent withthe software.(i)Verify the example given covers the core features of the integration.(ii)Verify all the steps in this section function according to the application,SDE, and the operating system.(iii)Verify all the steps necessary to perform the integration are included, andthat no other steps outside of the integration note are necessary toperform the integration.(iv)Verify the integration details section includes a “checklist” for requiredinformation, such as hostname, SMTP mail server, etc.(v)Verify that an overview component diagram is given which clearly displaysthe interaction of Service Desk Express and the integrated application.(vi)Verify that the iNote includes a list of directories that will be created andany key files used in the integration.(vii)Verify that the user is directed to additional documentation for furthercustomizations. 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1810/10/2013Rev 1.4

5.2.2 General Integration RequirementsThese requirements consist of general requirements, which may or may not be needed,depending on the nature of the integration. These requirements are mostly commonrequirements to all the methods, such as the starting of applications, or the passing of data.(a) If the integration involves modification of SDE data by someone other than thesubmitter, verify that a Write License is required.*The integration must not modify SDE data through a single user license. Theapplication must ensure appropriate licenses are required for each user makingmodifications.(b) Verify the iNote explains the methods used to achieve the integration. This couldbe the API Wizard, Program Launcher, email integration, or other methods ofintegration.(c) Verify the iNote does not suggest writing directly to the SDE internal database.(d) Verify the integration does not add or modify database triggers.(e) If the setting up of environment variables is necessary, verify the process isspecified in the iNote.(f) If the setting up of permissions is necessary, verify the process is specified in theiNote. (e.g. permission to access a table in a database or user id access toread/write a file).(g) If the integration involves custom SDE objects provided by the vendor, verify theseobjects function as described in the iNote.(h) If the creation or modification of web administration pages is necessary, verify theiNote explains the process for the creation or modification of these pages.(i) If the creation of SDE objects is necessary for the integration, verify the iNoteexplains the process for creating these objects. 2013 Intertek Testing Services NA, Inc.Intertek-SDEValidationGuide1 4.doc1910/10/2013Rev 1.4

(j) Verify the integration does not use the custom script file overrides, as thisfunctionality is reserved for SDE use only.(k) Verify the integration does not modify existing asp or js files, as these changescould be erased during patches or upgrades which can occur weekly. Theintegration should copy, then modify existing files, and create links to these newpages via the SDE UI or the Program Launcher.(l) If the iNote references any existing objects, verify these objects are either presenton the basic SDE installation, or are provided in the distribution. Verify that theiNote suggests the user replace sample fields or forms with their ownenvironment’s equivalen

and Intertek. BMC Software has approved all aspects of the program. Your participation and feedback will help further define the tests and program. The purpose of the program is to validate that Technology Alliance members have properly integrated using Service Desk Express and to ensure the applications connect and work together.