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Service Desk Administration Training Course
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:
  • Security policy
  • Automation rules
  • Notification
  • Reference data
  • Service Level Agreements (SLAs)
  • Utilities to support Unicenter Service Desk
  • Exchange data with other systems
  • How to configure Unicenter Service Desk to meet the needs of the service desk manager and analysts.

Philosophy

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.

Prerequisite Skills

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:

  • Familiarity with the Microsoft Windows operating system (Microsoft Windows 2000, Microsoft Windows NT, Microsoft Windows XP, or Microsoft Windows 2003)
  • Familiarity with Microsoft Internet Explorer
  • Basic understanding of customer requests and service desk principles of operation
  • Basic understanding of databases and structured query language (SQL) is recommended

Course Objectives

Upon completion of this course, the student will be able to:
  • Administer Unicenter Service Desk
  • Establish the Business Data Structure
  • Implement Security
  • Administer Stored Queries
  • Manage Keyword Search
  • Manage the Database
  • Administer Notifications
  • Administer Service Level Agreements
  • Administer Surveys

Class Length

4 days

Contacting PureSCM

Click here for information on contacting PureSCM with any questions or problems you have.

Course Description

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