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CA– Service Desk Analysts Workshop

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					CA– Service Desk Analysts Workshop

Workshop Aim:
The aim of this workshop is to teach Service Desk Analysts and Resolvers the tools and
functionality of the CA Service Desk tool to perform their work tasks and to follow the required
business processes when performing these tasks.

Learning Objectives:

Upon completion of this workshop, attendees will be able:
               Define an ITIL-based Service Desk

               Understand their role

               Use the scoreboard

               Search for tickets

               Update a customer’s profile

               Search and submit knowledge

               Create and edit Service Requests and Incidents

               Find e-learning and guides on how to create and manage Change Orders

               Create Parent/Child relationships for tickets

               Assign and reassign tickets

               Review ticket history in the activity log

               Change the status of a ticket

               Send and view manual notifications

               Attach and access documents

               Understand the end-to-end process of Incident and Service Request
               Management and recognise why it is important to follow this process

Training Methodology
   • Presentation, role plays, use of training environment

Training material provided:
   • Training Guide


j:\smsus project folder\10 transition & transformation\product group\j - training\course outlines\service desk\unicenter service desk analysts and
resolvers   workshop v1.0.docx
Duration – 3 hours




j:\smsus project folder\10 transition & transformation\product group\j - training\course outlines\service desk\unicenter service desk analysts and
resolvers   workshop v1.0.docx

				
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Description: CA– Service Desk Analysts Workshop