This course was specifically designed for application administrators and system engineers. This course provides the information you need to take ownership of the product by applying policies and setting rules regarding data integrity, backups, and security.
In this course, you will learn how to maintain all the necessary aspects of Unicenter Service Desk including:
Recognizing that swift technological development and today’s competitive business landscape accelerate the need for expert consultation on the optimum deployment, practice and maintenance of leading-edge technologies, PureSCM founded their professional services organization to empower business with best-of-breed solutions. These solutions are crafted to improve efficiency, enhance communication, increase market share and accelerate your return-on-investment (ROI).
Our diverse consultant base enriches our teams with a variety of backgrounds and perspectives that broaden the scope of our solution development. This diversity aligned with our array of business partnerships offers you a phenomenal set of resources to further boost your competitive advantage.
One of the greatest assets at PureSCM is our commitment to assist you with effectively managing your business outcomes throughout the entire life cycle. From strategic analysis and planning, business process re-engineering, solution implementation and integration through to education, knowledge transfer and outsourced process management, our professionals have the expert knowledge and experience to engineer a solution targeted to your organization’s particular needs and requirements.
This course is designed for users who are comfortable with Service Desk and Change Management (ITIL) in general. Some recommended prerequisite skills for this course are:
Upon completion of this course, the student will be able to:
4 days
Click here for information on contacting PureSCM with any questions or problems you have.
DAY 1
Module 1: Administer Unicenter Service Desk
Task 1: Define the Role of a Unicenter Service Desk Administrator
Task 2: Define the Unicenter Service Desk Architecture
Task 3: Stop and Start Unicenter Service Desk
Task 4: Explore the Unicenter Service Desk Web Client Administration Page
Module 2: Establish the Business Data Structure
Task 1: Create and Modify Reference Data
Task 2: Create and Modify Configuration Item Support Data
Task 3: Create and Modify Transactional Record Support Data
Task 4: Create and Modify Transactional Record Operational Data
Task 5: Grant Access to the CA Worklist Using eTrust Embedded Identity and Access Management
Module 3: Implement Security
Task 1: Create Contacts and Groups
DAY 2
Module 3: Implement Security (continued)
Task 2: Define the Levels of Unicenter Service Desk Security
Task 3: Create Access Types
Task 4: Create Data Partitions
Module 4: Administer Stored Queries
Task 1: Create Stored Queries for the Scoreboard
Task 2: Create Time-based Stored Queries
DAY 3
Module 5: Manage Keyword Search
Task 1: Create Knowledge Documents
Task 2: Develop Knowledge Document Content
Task 3: Administer Keyword Search
Module 6: Manage the Database
Task 1: Manipulate Data in Bulk
Task 2: Archive and Purge Data
Task 3: Administer Options
Module 7: Administer Notifications
Task 1: Enable Activity Notifications
Task 2: Create Activity Associations
Task 3: Create Object Contact Notifications
Task 4: Create Notification Methods
DAY 4
Module 8: Administer Service Level Agreements
Task 1: Define SLA Components
Task 2: Create Macros
Task 3: Create Events
Task 4: Create Automatic Events
Task 5: Create Service Types
Task 6: Create Service Contracts
Module 9: Administer Surveys
Task 1: Create Survey Templates
Task 2: Create Managed Surveys
