Service Desk Express 9.x: Administering – Part 1
Course Description
In this 5-day course you will learn how to install,
configure and manage the Service Desk Express Application.
You will learn to effectively navigate through the
Service Desk Express and discover how to use Service
Desk Express’s
Customization Wizard, Business Automation engine, and
Database Administration tool to tailor the application
to your business needs.
Course Objectives
·
Describe the components and architecture of the Service
Desk Express
Service Desk product
·
Create
new incident requests
·
Search
for and modify existing incident requests
·
Utilize
Service Desk Express Service Desk tools such as Incident Monitor, Tech
Monitor, and Knowledge Search
·
Describe and utilize Service Desk Express's Crisis Management tool
(White Board)
·
Describe and utilize Work Orders
·
Describe Service Desk Express's Asset Management modules and their
relationships
·
Identify Pre-Implementation tasks by understanding the
business process that must be automated
·
Add and
maintain Service Desk Express users and access control groups
·
Define
group and user permissions
·
Apply
Service Desk Express product licenses
·
Build
forms that meet the data requirements of your business
processes
·
Establish joins between forms using foreign key links
·
Understand data segregation
·
Utilize
the Customization Wizard to tailor the application's
user interface
·
Describe the purpose of business automation
·
Utilize
the Business Automation engine to automate tasks such as
notifications
·
Configure the SIR engine
·
Configure and utilize Service Desk Express's Self Service portal
Prerequisites
This
course material is technical and designed for system
administrators, implementation staff, and other key
personnel. This course is not designed for end-users of
the product.
This course is designed for students who will be acting
in the role of system or group administrator. Students
should possess the following prerequisite skills:
·
Working
knowledge of the Microsoft Windows user interface
·
Working
knowledge of Internet Explorer
·
Basic understanding of relational database
concepts is helpful
