CA Service Desk Manager

In CA Service Desk Manager - Administration training course, delegates will create incident tickets, configure scorecards, and configure organizational reference data. They will also be shown how to maintain the security of service desk. In addition, they will configure notifications, manage service level agreements (SLAs), configure surveys, and perform other administrative tasks.

In CA Service Desk Manager - Building Web Intelligence Reports training course, delegates will discover to create, format, and share Web Intelligence reports to meet ad hoc reporting needs. By building these reports, organization‘s can analyze and present vital information that is required for effective enterprise IT management.

In CA Service Desk Manager - CMDB Administration training course, delegates will be taught about managing configuration items (CIs) and how to design a data management strategy to populate the CA CMDB with trusted data. They will examine the TWA and learn about using GRLoader and SQL with it.

In CA Service Desk Manager - Configuring Incident and Problem Management training course, delegates will be taught to efficiently navigate through CA SDM and determine the quickest path to an effective resolution of incidents and problems. By doing so, they can minimize the adverse impact on the business operations and reduce downtime.

The CA Service Desk Manager - Implementing Availability training course shows delegates how to configure advanced availability, perform rolling maintenance, recover from unplanned outages, and migrate to advanced availability. In this course, they will gain the benefits of reduced downtime and greater application availability while retaining compatibility with existing installations, hardware, and databases.

The CA Service Desk Manager - Modify Forms and Database training course will instruct delegates in the broad spectrum of approaches to modify CA SDM to meet their unique needs: end-user personalization, system-wide configuration, and tool-based modification. On completion of this course, they will be prepared to modify CA SDM to match your business needs.

By attending CA Service Desk Manager - Administration workshop, delegates will learn to:

  • Verify that any interruptions or reduction in service encountered by customers and employees are resolved as quickly as possible
  • Configure organizational reference data records so that your business data structure accurately reflects the operational procedures that it uses
  • Maintain the security requirements of your service desk by validating users according to company policy, configuring the organization of your contacts and groups, assigning roles to appropriate access types, and allowing users to only access records that relate to their role
  • Manage the volume and efficiency of notifications sent about activity on tickets
  • Collect and analyze customer feedback about your service desk performance

By attending CA Service Desk Manager - Building Web Intelligence Reports workshop, delegates will learn to:

  • Identify the features of CA Business Intelligence and the components of the reporting environment
  • Explore the CA SDM universe and how it enables Web Intelligence users to more efficiently perform data analysis and create reports
  • Reduce the time and cost of building reports by using Web Intelligence
  • Enhance Web Intelligence reports using special formatting and graphs
  • Share Web Intelligence reports with other users so they are more accessible and can be analyzed outside of InfoView

By attending CA Service Desk Manager - CMDB Administration workshop, delegates will learn to:

  • Tailor CA CMDB to suit your environment
  • Manage data in CA CMDB
  • Import data into CA CMDB

By attending CA Service Desk Manager - Configuring Incident and Problem Management workshop, delegates will learn to:

  • Align CA SDM incident and problem management functionality and application behavior to map to your business processes
  • Determine the quickest path to an effective resolution of incidents and problems

By attending CA Service Desk Manager - Implementing Availability workshop, delegates will learn to:

  • Minimize CA SDM downtime caused by failures or maintenance
  • Perform rolling server maintenance on CA SDM servers to ensure that all servers are updated with similar changes while minimizing or eliminating disruption to end users
  • Conduct quick and efficient recovery from unplanned outages or failures
  • Migrate to the advanced availability configuration

By attending CA Service Desk Manager - Modify Forms and Database workshop, delegates will learn to:

  • Adapt CA SDM to your business practices using Web Screen Painter (WSP) and Schema Designer
  • Adapt the Service Desk browser interface to your business needs to add new functionality to your implementation of CA Service Desk
  • Modify the look of CA SDM to match your branding

  • Familiarity with structured query language (SQL) and database theory is highly recommended
  • Familiarity with HTML and JavaScript, while not necessary, is advantageous
  • A basic understanding of CA Service Desk Manager.
  • Knowledge of CA Service Desk Manager - Administration
  • Working knowledge of the basic administration of CA Service Desk Manager

  • Database Administrators
  • Service Desk Managers
  • Service Desk Administrators
  • System Administrators
  • Application Administrators
  • Implementation Consultants
  • IT Architects
  • Configuration Managers
  • Configuration Administrators
  • Incident Managers
  • Problem Analysts/Managers
  • Technical Support Analysts
  • Change Managers/Administrators
  • Database Administrator - Developments


CA Service Desk Manager - Administration
(Duration : 3 Days)


Describe CA SDM Components and Architecture

  • Identify the CA SDM components
  • Define the CA SDM architecture

Create Incident Tickets and Ticket Templates

  • Create incident tickets
  • Search for incident tickets
  • Configure common shared objects for tickets

Configure Scoreboards Using Stored Queries

  • Identify predefined stored queries
  • Create a stored query from an existing stored query
  • Create time-based stored queries

Configure Organizational Reference Data

  • Create organizational reference data

Describe CA SDM Authentication

  • Describe CA SDM authentication

Configuring Contacts and Groups

  • Configure conatacts and groups

Create Roles and Access Types

  • Identify predefined roles
  • Associate a new role with an access type

Create Data Partitions

  • Create a basic data partition
  • Describe the advanced use of data partitions

Configure CA SDM Notifications

  • Enable activity notification rules
  • Configure default notification rules
  • Create notification rules
  • Modify notification message templates

Manage SLAs

  • Describe event‐based automation
  • Create macros
  • Create events
  • Create service types
  • Create service target templates

Configure Surveys

  • Create a survey template
  • Create managed surveys

Perform Additional Administrative Tasks

  • Describe Options Manager
  • Describe how to stop and start CA SDM processes
  • Describe the CA SDM patching process
  • Identify basic troubleshooting methods
CA Service Desk Manager - Building Web Intelligence Reports
(Duration : 1 Day)


Describe CA Business Intelligence

  • Identify the features and functions of CA Business Intelligence
  • Identify the components of the CA Business Intelligence reporting environment

Explore the CA SDM Universe

  • Identify the elements of the CA SDM universe
  • Navigate the CA SDM universe

Build a Web Intelligence Query

  • Build a basic query
  • Add filters and prompts to a query
  • Perform calculations using measures
  • Create a complex query

Format Web Intelligence Reports

  • Format a table
  • Create charts
  • Display data using table templates
  • Create sections and breaks
  • Create variables to perform calculations in reports

Share Web Intelligence Reports

  • Save reports to public folders
  • Schedule reports
  • Export reports
CA Service Desk Manager - CMDB Administration
(Duration : 2 Days)


Describe the CA CMDB

  • Define key configuration management concepts and the role of the CMDB in ITIL
  • Define the importance of CMDB in configuration management
  • Describe CMDB use cases

Review the CA CMDB Architecture

  • Define the CMDB architecture
  • Describe the CA SDM components used for the CMDB

Administer the CA CMDB

  • Use the SDM web interface to manage CIs
  • Organize CIs into families and classes
  • Update reference data
  • View data using the MDR Launcher

Edit Configuration Items

  • Identify features of logging
  • Edit CIs using the Edit in List function
  • Assign families to Base Object CIs
  • Assign and compare CIs using the versioning function

Manage CIs Using CMDB Visualizer

  • Search and display CIs
  • Trace CI relationships and create filters

General Resource Loader

  • Use the GRLoader utility to bulk load or update Configuration items
  • Use the GRLoader utility to bulk load CI Relationships
  • Use the following formats as input to the GRLoader utility:
  • Microsoft Excel spreadsheets
  • Comma separated value file (CSV)
  • JDBC and ODBC data sources
  • XML

Identify Data Management Aspects of CA CMDB

  • Describe a data gold standard
  • Describe the reconciliation process
  • Describe data federation
  • Identify data management best practices

Describe Data Staging and the Role of the TWA

  • Navigate the Transaction Work Area (TWA)
  • Load CI and relationships into the TWA
  • Update/edit transactions in the TWA using the SDM web interface and SQL queries
  • Load transactions from the TWA into the CMDB

Configuration Audit and Control Facility Overview

  • Describe Configuration Audit and Control Facility (CACF) and it’s key concepts
  • Identify the main components of CACF
  • Describe how the components work together
  • Describe how CACF is used by Change Management

Configuration Audit and Control Facility Administration

  • Administer the change verification environment
  • Identify the administrative components of CACF

CACF Change Management Example

  • Perform change verification using CACF
  • Create a change order
  • Follow the change order through its lifecycle Describe the reconciliation process

Case Study: Perform a generic Implementation of a CMDB

  • Identify data sourcing mechanisms and best practices for populating the CMDB
  • Add a new MDR to the CMDB
CA Service Desk Manager - Configuring Incident and Problem Management
(Duration : 1 Day)


Describe the Incident and Problem Management Process

  • Describe an incident and problem management scenario
  • Identify steps in the incident and problem management process
  • Identify groups that create and manage incident and problem tickets
  • Compare the incident and problem ticket forms

Administer Incident and Problem Management

  • Create status codes and status transitions
  • Describe the assignment of an incident or problem ticket
  • Configure incident and problem areas
  • Revise the priority calculation matrix
  • Modify incident and problem settings in Options Manager
  • Review incident and problem management reports

Implement an Incident and Problem Resolution

  • Update an incident ticket
  • Create a problem ticket from an incident ticket
CA Service Desk Manager - Implementing Availability
(Duration : 1 Day)


Describe Advanced Availability

  • Identify the key features of advanced availability
  • Determine your need for advanced availability
  • Identify the primary use cases for advanced availability

Describe the Advanced Availability Architecture

  • Compare conventional and advanced availability architectures
  • Identify component servers in the advanced availability architecture
  • Define the advanced availability terminology
  • Identify considerations for implementing advanced availability

Configure Advanced Availability

  • Prepare for the advanced availability configuration
  • Configure the background server
  • Configure the standby server
  • Configure the application server
  • Configure a dedicated repository server

Perform Rolling Maintenance

  • Perform rolling maintenance on CA SDM servers
  • Identify considerations for rolling maintenance

Recover from Unplanned Outages

  • Recover from an unplanned outage
  • Identify considerations for unplanned outage recovery

Migrate to Advanced Availability

  • Describe the types of migrations
  • Identify considerations for migration
CA Service Desk Manager - Modify Forms and Database
(Duration : 2 Days)


Describe Form and Database Modification

  • Determine when to modify
  • Identify types of modification

Configure WSP

  • Describe WSP architecture
  • Identify WSP components
  • Set up WSP security permissions

Modify the CA SDM Database with Schema Designer

  • Describe the CA SDM schema
  • Modify the schema
  • Change a schema after publishing
  • Migrate schema changes from test to production

Modify the Web Interface

  • Describe the CA SDM Web interfaces
  • Modify existing forms
  • Create forms
  • Make forms available to users

Modify the Look of CA SDM

  • Modify Cascading Style Sheets (CSS)
  • Modify existing messages in the message catalog
  • Modify menu bars
  • Change default CA SDM branding

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