Service Desk Express 9.x: Administering – Part 2

Course Description

This 4-day course is designed to help Service Desk Express administrators get the most out of Service Desk Express Service Desk by expanding their knowledge of business automation.

Objectives

·  Review of Service Desk Express Database Architecture

·  Perform Database Customizations

·  Design custom modules

·  Configure Service Desk Express Business Automation

·  Understand business automation syntax

·  Create rules that perform multiple tasks

·  Create escalation notifications

·  Understand and manage the Job Queue

·  Troubleshoot rules using the System Message Monitor

·  Design and apply Business Rules Templates

·  Utilize Email on Demand (notifications)

·  Design Business Rules for custom modules

Prerequisites

This course is designed for students who will be acting in the role of system administrator. Students should possess the following prerequisite skills:

·  Completion of Service Desk Express 9.x: Administering – Part 1

·  Familiarity with Windows NT or Windows 2000 system administration basics

·  Basic understanding of relational database concepts is helpful