EncartaLabs

CA Service Desk Manager - Configuring Incident and Problem Management

( Duration: 1 Day )

This CA Service Desk Manager - Configuring Incident and Problem Management training course provides skills to efficiently navigate through CA SDM and determine the quickest path to an effective resolution of incidents and problems.

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.

  • Attend a training on CA Service Desk Manager - Administration or equivalent practical knowledge

The CA Service Desk Manager - Configuring Incident and Problem Management class is ideal for:

  • Incident Managers
  • Problem Analyst/ Managers
  • Technical Support Analysts
  • Implementation Consultants
  • Service Desk Analyst/Administrators

COURSE AGENDA

1

Describe 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
2

Administer Incident and Problem Management

  • Create status codes and status transition
  • 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
3

Implement an Incident and Problem Resolution

  • Update an incident ticket
  • Create a problem ticket from an incident ticket

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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