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    CA - SD MGR 12.6 Admin 200

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    homsom
    CA_SD Mgr 12.6 Admin 200

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    CA - SD MGR 12.6 Admin 200

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    homsom
    51 views3 pages
    CA_SD Mgr 12.6 Admin 200

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    CA_SD Mgr 12.6 Admin 200

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    CA_SD Mgr 12.6 Admin 200

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    51 views3 pages

    CA - SD MGR 12.6 Admin 200

    Uploaded by

    homsom
    CA_SD Mgr 12.6 Admin 200

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
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    CA EDUCATION COURSE DESCRIPTION

    CA Service Desk Manager r12.6: Administration 200

    Course Overview
    CA Service Desk Manager (CA SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end-user support, request, incident, problem, and knowledge management processes with simplified change and configuration management. CA SDM can consolidate your multiple, disparate help desks and separately manage multiple tenants, all with the objective of reducing the cost and complexity of managing multiple software instances. CA SDM delivers extensive automated support tools to identify, diagnose, and resolve issues, delivering a higher quality of customer service while lowering costs. In your job, you are responsible for administering and enforcing service delivery. CA SDM provides a 360-degree view into your IT services and enables you to prevent service disruptions and better manage change risks.

    PRODUCT RELEASE CA Service Desk Manager r12.6 COURSE TYPE, DURATION, & COURSE CODE

    o Instructor-led Training (ILT) o Four (4) days o 33SVD20051


    PREREQUISITES

    o Familiarity with Windows

    operating systems (Windows NT, Windows 2000, Windows XP, or Windows Server 2003) o Familiarity with structured query language (SQL) and database theory is highly recommended. o Familiarity with HTML and JavaScript, while not necessary, is advantageous. o CA Service Desk Manager r12: Analyst Operations 200 (01SDK20265) (one day) or CA Service Desk Manager r12: Analyst Operations 200 (01SDK20320) (three hours)

    What You Will Learn


    Establish the business data structures to enable analysts to effectively create and update reference data, configuration items (CIs), and records. Implement and maintain the ongoing security requirements of your service desk. Create stored queries to provide customized information on the scoreboard that is relevant to each user. Configure the CA Service Desk Manager notifications system so that analysts can respond to incidents, problems, and requests in a timely manner. Administer Service Level Agreements using macros, events, service types, and service contracts. Manage surveys to systematically collect and analyze customer feedback about your service desk performance.

    Copyright 2011 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.

    Course Description: CA Service Desk Manager r12.6: Administration 200

    WHO SHOULD ATTEND

    o Change Manager/Administrator o Database Administrator o Service Desk


    Manager/Administrator o System Administrator o Application Administrator o Implementation Consultant o IT Architect o Pre-sales Consultant

    For Managers
    Managing service desk processes is a challenge, and it becomes more complicated when a homegrown or outdated help desk, multiple help desks inherited through mergers and acquisitions, or mismatched help desk upgrades do not fully integrate. Often, the processes used to resolve end users requests simply break down. Information silos act as barriers to responsiveness and resolution, and IT does not have the necessary visibility into the infrastructure to successfully support its services. With a centralized service desk, CA SDM provides you with the solution to investigate and resolve problems, and to assess the risk of change while helping your end users automatically solve their own requests and capitalize on the IT organizations knowledge.

    Course Agenda
    Module 1 -- Administer CA Service Desk Manager Verify Duties of the Administrator Explain the Implementation Process and Transition to Customer Administration Define the CA SDM Architecture Describe the CA SDM Components Describe the CA SDM File Structure Stop and Start CA SDM Describe CA SDM Options Manager Troubleshoot CA SDM Explore the CA SDM Web Client Administration Page

    Module 2 -- Establish the Business Data Structure Create and Modify Reference Data Create and Modify CI Support Data Create and Modify Transactional Record Support Data

    Module 3 -- Configure Incident and Problem Management

    Module 4 -- Configure Change Management Configure Change Management Create a Change Category

    Configure Incident and Problem Management

    Copyright 2011 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.

    Course Description: CA Service Desk Manager r12.6: Administration 200

    Course Agenda continued


    Module 5 -- Configure Contacts and Groups

    Module 6 -- Configure Security Explain CA SDM Authentication Describe Role-based Security Identify the Predefined Roles Installed with CA SDM Define the Levels of CA SDM Security Create Access Types Create Data Partitions

    Configure Contacts and Groups

    Module 7-- Administer Stored Queries Create Stored Queries for the Scoreboard Create Time-based Stored Queries

    Module 8 -- Administer Notifications Enable Activity Notifications Configure Notification Rules Create Message Templates Configure Previous Assignee Notifications Create Activity Associations Create Object Contact Notifications Create Notification Methods Create CI Notifications

    Module 9 -- Administer Service Level Agreements Define SLA Components Create Macros Create Events Create Automatic Events Create Service Types Create Service Contracts Create Service Target Templates

    Module 10 -- Administer Surveys Create Survey Templates Create Managed Surveys

    CA Education is the only authorized training source for CA Technologies. CA Education ensures you get training anywhere, any time and any way you need it.

    To learn more about how CA Education is dedicated to providing you with flexible learning options based on your budget, travel and desired skill requirements, visit www.ca.com and select Education.

    Copyright 2011 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies.

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