EncartaLabs

CA Service Desk Manager - Support Automation Integration

( Duration: 1 Day )

This CA Service Desk Manager - Support Automation Integration training course is designed to show you how to use CA Support Automation to remotely address service desk issues effectively and efficiently.

By attending CA Service Desk Manager - Support Automation Integration workshop, delegates will learn to:

  • Describe an overview of CA Support Automation, including its architecture, to enable you to easily use its functional components
  • Describe key features of CA Support Automation, including Live Chat Assistance, Remote Control, and the End‐user Client, to see how automating your service desk support can reduce overall support costs and increase resolution rates
  • Configure CA SDM for CA Support Automation to customize the product for your support environment according to your business needs
  • Install CA Support Automation options to enable you to use the component for effective service desk management
  • Describe CA Support Automation queue management to see how to direct support easily and appropriately
  • Build tasks and create scripts to manage automated tasks used to provide support for end users

  • Knowledge of CA Service Desk manager - Basic Administration

The CA Service Desk Manager - Support Automation Integration class is ideal for:

  • Service Desk Administrators
  • Service Desk Analysts
  • Service Desk Managers
  • System Administrators

COURSE AGENDA

1

Describe CA Support Automation

  • Describe the history of CA Support Automation
  • Describe the purpose of CA Support Automation
2

Describe CA Support Automation Applications

  • Explain Self Service
  • Explain Live Assistance
  • Explain Remote Control
3

Install and Configure CA SDM for CA Support Automation

  • Configure the CA SDM installation to include CA Support Automation
  • Configure CA Support Automation options
4

Describe Live Chat Assistance

  • Describe the features of Live Chat Assistance
5

Describe the CA Support Automation Analyst Console

  • Describe the purpose of the Analyst Console
  • Identify the features of the Analyst Console main screen
6

Explain the CA SDM Integration with CA Support Automation Features

  • Describe integration features
7

Manage Queues

  • Explain queue management challenges
  • Manage queues
8

Build a Task

  • Identify tasks that need to be performed
  • Build a task
  • Explain CA Support Automation scripting
9

Describe Report Types

  • Identify report types

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 4,000 Modules on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

View our other course offerings by visiting http://encartalabs.com/course-catalogue-all.php

Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.

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