Course Description
Service Desk Manager 17.1 (SDM) is a versatile, comprehensive IT service assistance solution designed to assist you deliver superior end-user support, incident, problem, request, and knowledge management processes with simplified change & configuration management. SDM can consolidate your numerous, disparate help desks & separately manage multiple tenants, all with the aim of reducing the cost and complexity of handling multiple software instances.
In this course, you will develop incident tickets, configure scorecards, & configure organizational reference data. Professionals will also be shown how to maintain the security of your service desk. In addition, one will get insights of SAML Authentication 2.0 configuration, Notifications, setting up mailboxes utilizing Maileater, License Usage Feature, configure surveys,configure service level agreements (SLAs), set up access rights for KB articles, and perform other administrative tasks.
Prerequisites
- Acquaintance with current Windows operating systems is recommended.
- Acquaintance with structured query language (SQL) and database theory is highly recommended.
- Acquaintance with HTML and JavaScript, while not necessary, is advantageous
Target Audience
Hands-On
This course includes practical hands-on exercises that allow you to check your new skills and begin to use those skills in a operational environment
Learning Objectives
- Demonstrate that any interruptions or reduction in service encountered by customers & employees are resolved as fast as possible
- Configure organizational reference data records so that your business data structure properly reflects the operational procedures that it uses
- Maintain the security needs of your service desk by validating users according to organization policy, configuring the organization of your contacts & groups, assigning roles to appropriate access types, & allowing users to only access records that relate to their role
- Handle the volume and efficiency of notifications sent on the tickets activity & set up xFlow Analysts Interface to help decision makers
Content Outline
- Recognize the SDM components
- Describe the SDM architecture
- Develop incident tickets
- Look for incident tickets
- Configure common transferred objects for tickets
- Recognize predefined stored queries
- Adjust the scoreboard
- Adjust the scoreboard using a time-based stored queries
- Develop organizational reference data
- Explain SDM authentication
- SAML Authentication 2.0 Enablement on TOMCAT, IIS & APACHE
- Configure contacts & groups
- Recognize predefined roles
- Associate a fresh role with an access type
- Develop a basic data partition
- Explain the advanced utilize of data partitions
- Explain the components of notifications and their functions
- Allow activity notification rules
- Configure default notification rules
- Develop notification rules
- Adjust notification message templates
- Explain event-based automation
- Develop macros
- Develop events
- Develop service types
- Adjust ticket priority
- Configure service types
- Develop service target templates
- Add service target templates to tickets & areas
- Develop a survey template
- Develop managed surveys
- Explain Options Manager
- Mail Eater functionality & configure mail boxes
- Explain how to stop and start SDM processes
- Explain the SDM patching process
- Recognize basic troubleshooting methods
- Administer the xFlow Analyst interface
- NTLM Authentication for share point integration
- Develop work streams
- Handle ticket views
- Configure active assistance for tickets
- Configure the heat & weather calculation
- Explain notifications, messages and search features.
- Configure the command bar
- Explain the importation of profile pictures
- View Licenses in UN Tenanted environment.
- Develop Tenants
- View Licenses in Tenanted environments
- Develop a Knowledge Category
- Grant Access to view or Modify a knowledge document
- Modify or Update Ticket Attributes
- Configure Ticket Attributes
FAQs
ValueOps is a strategy for IT operations that offers a holistic set of frameworks, methodologies, and philosophies to enable I&O leaders to implement the appropriate operations processes based upon the needs of the business by leveraging Gartner's Pace-Layered Application Strategy.
Value Stream Management is a management technique or practice that focuses on increasing the flow of business value from customer request to customer delivery.
To attend the training session, you should have operational Desktops or Laptops with the required specifications, along with a good internet connection to access the labs.
We would always recommend you attend the live session to practice & clarify the doubts instantly and get more value from your investment. However, if, due to some contingency, you have to skip the class, Radiant Tech learning will help you with the recorded session of that particular day. However, those recorded sessions are not meant only for personal consumption and NOT for distribution or any commercial use.
Radiant Tech learning has a data center containing the Virtual Training environment for the purpose of participant hand-on-practice. Participants can easily access these labs over Cloud with the help of a remote desktop connection. Radiant virtual labs provide you the flexibility to learn from anywhere in the world and in any time zone.
The learners will be enthralled as we engage them in real-world and Oriented industry projects during the training program. These projects will improve your skills and knowledge, and you will gain a better experience. These real-time projects will help you a lot in your future tasks and assignments.
You can request a return if you do not wish to enroll in the course.
Yes, you can.
We use the ideal standards in Internet security. Any data retained is not communicated with third parties.
It is recommended but not mandatory. Being acquainted with the primary course material will enable students and the trainer to move at the desired pace during classes. You can access courseware for most vendors.
You can buy online from the page by clicking on "Buy Now ."You can view alternate payment methods on the payment options page.
Yes, students can pay from the course page.
The course completion certification will be awarded to all the professionals who have completed the training program & the project assignment given by your instructor. You can use the certificate in your future job interviews which will surely help you to achieve your dream job.
Radiant believes in a practical & creative approach to training & development, which distinguishes it from other training & development platforms. Moreover, training courses are undertaken by some experts with a range of experience in their domain.
Radiant team of experts will be available at e-mail support@radianttechlearning.com to answer your technical queries even after the training program.
Yes, Radiant will provide you with the most updated high, value-relevant real-time projects & case studies in each training program.
Technical issues are unpredictable & might occur with us as well. Participants have to ensure they have access to the required configuration with good internet speed.
Radiant Techlearning offers training programs on weekdays, weekends & combination of weekdays & weekends. We provide you with complete liberty to choose the schedule that suits your needs.
Radiant has highly intensive selection criteria for Technology Trainers & Consultants who deliver training programs. Our trainers & consultants undergo rigorous technical and behavioral interview and assessment processes before they are boarded in the company.
Our Technology experts/trainers & consultants carry deep-dive knowledge in the technical subject & are certified by the OEM.
Our training programs are practically oriented with 70% – 80% hands-on training technology tools. Our training program focuses on one-on-one interaction with each participant, the latest content in the curriculum, real-time projects, and case studies during the training program.
Our faculty will provide you with the knowledge of each course from the fundamental level in an easy way, and you are free to ask your doubts any time your respective faculty.
Our trainers have the patience and ability to explain difficult concepts in a simplistic way with depth and width of knowledge.
To ensure quality learning, we provide a support session even after the training program.