ServiceDesk has three main architectural components that you must consider when scaling ServiceDesk to meet the needs of your environment and for optimal performance. The main architectural components are the ServiceDesk server, Notification Server (Symantec Management Platform), and SQL Server.
You install the Process Manager portal on the ServiceDesk server.
The Process Manager portal is where you manage and resolve incidents, problems, and changes. This portal is also where you manage and add to your knowledge base.
The maximum number of technicians working in the Process Manager portal at one time determines the number of ServiceDesk servers your environment needs. The number of technicians is the primary scaling factor used to determine how many ServiceDesk servers that you install.
You install the Process Manager database on the SQL Server. The throughput of the SQL Server is the primary consideration for configuring your SQL Server for optimal performance to meet your ServiceDesk needs.
The throughput considerations are Input/ Output per second and concurrent SQL transactions, which relate to the peak number of tickets that are processed each day.