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» Software Packaging Processes

Kurssin kuvaus

Overview of ServiceDesk 7

Introduction to Workflow

Working with the ServiceDesk Portal

-      Adding users and groups
-   Setting permissions
-   Customizing ServiceDesk portal pages
-   Best practice changes to the “Master Portal Settings”
-   Exploring the Process View Page

Using Incident Management

-      Submitting incidents as Enduser and Technician
-   Submitting incidents via e-mail
-   Resolving incidents
-   Escalating incidents (privileged vs. unprivileged)
-   Satisfaction Survey submission

Customizing Incident Management

-      Category and Data Hierarchy setup
-   Creation of Incident Templates
-   Understanding the Incident Management Process
-   Customizing impact and urgency values
- Adding data to the user Submit Incident form
-   Customizing routing rules

Using Problem Management

-      Problem Management Business Model
-   Creating a problem ticket
-   Reviewing / Working a problem ticket

Using Change Management

-      Roles in Change Management
-   Change Management Business Model
-   Working with Change Templates
-   Requesting a change
-   Change review and planning
-   Implementing a change

Working with e-mail Notifications

-      Modifying e-mail templates
-   E-mail monitoring
-   E-mail classification

Working with Reports

-      Reporting overview
-   Scheduling reports
-   Working with WebParts
-   Creating and customizing reports
-   Setting report permissions

Using the Knowledge Base and Document Management

-      Overview of the ServiceDesk Knowledge Base
-   Submitting a request for KB entry
-   Accepting or rejecting KB requests
-   Reviewing KB entries for final resolution
-   Setting permissions on KB entries
-   Overview of Document Management

Kohderyhmä / esitiedot

The training is targeted towards UBM customers who have utilized UBM Professional Services for the Service Desk 7 installation and basic configuration.

The training does not cover installation or migration scenarios as those are covered as consulting tasks by UBM Professional Services.

 The training focuses on best practice configuration settings and configuration modifications. It is targeted towards the IT professional who will configure, maintain and further develop the Symantec ServiceDesk 7. The participants learn the conceptual ideas of ServiceDesk 7 and will be enabled to use and customize the default process to their needs.

 The hands-on training requires an adequate virtual server environment which is available in the UBM classroom. For onsite trainings the exact requirements can be requested from UBM.

The training will be held in english.