Course Description
This course covers the creation of knowledge documents and the use of the knowledge management system to optimize the flow of information in your service desk. This course also covers managing knowledge documents and giving permissions. In this course, you will administer the knowledge management system, populate the knowledge repository, and enhance knowledge management efficiency. These vital skills enable you to integrate knowledge with self-service so that end users can find information or resolve issues instantly, reducing the burden on the service desk, which in turn saves your organization time and money by resolving incidents more quickly.
Prerequisites
- Working Knowledge of Windows
- Familiarity with Internet Explorer
- Familiarity with CA Service Desk Manager
- CA Service Desk Manager 17.1- Basic Administration
Target Audience
This course includes practical hands-on exercises that enable you to test your new skills and begin to use those skills in a working environment.
Learning Objectives
By the completion of this course, you will be able to-
- Optimize users’ capabilities for accessing relevant knowledge documents with the CA SDM knowledge management system
- Populate the knowledge repository from a variety of sources Create an effective environment for managing and delivering knowledge Enhance the efficient operation of your knowledge management system
Content Outline
- Define knowledge management
- Describe the steps in the knowledge management lifecycle
- Plan the knowledge management rollout
- Identify knowledge management users
- Access knowledge documents as an analyst
- Access knowledge documents as an end user
- Submit knowledge documents from the Self-Service web interface
- Submit knowledge from an incident or problem ticket
- Access submitted unpublished documents
- Author knowledge documents
- Create knowledge forums
- Create a knowledge tree
- Export and import documents
- Deploy third-party knowledge documents
- Manage the knowledge review and approval processes
- Organize knowledge using categories
- Establish knowledge document access permissions
- View a knowledge base document from suggested solutions
- View a knowledge base document from ticket timeline
- Manage the attachments library
- Archive and purge retired documents
- Manage document templates
- Configure CA SDM integration
- Examine knowledge roles
- Configure search and general system settings
- Create knowledge notifications
- Configure automated policies
- Configure federated search
- Manage the Knowledge Analyst scoreboard
- Create recommended documents
- Fine-tune keyword search
- Configure the knowledge management schedule
- Configure the knowledge report card
- View standard knowledge management reports
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.