CA Service Desk Manager 14.1: Basic Administration 200 (33SVD20561)
- Database Administrator
- Service Desk Manager
- Service Desk Administrator
- System Administrator
- Application Administrator
- Implementation Consultant
- IT Architect
- Pre‐Sales Consultant
- Financial Administrator
- Familiarity with current Windows operating system is recommended.
- Familiarity with structured query language (SQL) and database theory is highly recommended.
- 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.
CA Service Desk Manager (CA SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end‐user support, request, incident, problem, and knowledge management processes with simplified change and configuration management. CA SDM can consolidate your multiple, disparate help desks and separately manage multiple tenants, all with the objective of reducingthe cost and complexity of managing multiple software instances.
In this course, you will create incident tickets, configure scorecards, and configure organizational reference data. You will also be shown how to maintain the security of your service desk. In addition, you will configure notifications, manage service level agreements (SLAs), configure surveys, and perform other administrative tasks.
This course is applicable for CA SDM 14.1 and CA SDM 12.9
Module 1 – Describe CA SDM Components and Architecture
- Identify the CA SDM components
- Define the CA SDM architecture
Module 2 – Create Incident Tickets and Ticket Templates
- Create incident tickets
- Search for incident tickets
- Configure common shared objects for tickets
Module 3 – Configure Scoreboards Using Stored Queries
- Identify predefined stored queries
- Create a stored query from an existing stored query
- Create time‐based stored queries
Module 4 – Configure Organizational Reference Data
- Create organizational reference data
Module 5 – Describe CA SDM Authentication
- Describe CA SDM authentication
Module 6 – Configuring Contacts and Groups
- Configure conatacts and groups
Module 7 – Create Roles and Access Types
- Identify predefined roles
- Associate a new role with an access type
Module 8 – Create Data Partitions
- Create a basic data partition
- Describe the advanced use of data partitions
Module 9 – Configure CA SDM Notifications
- Enable activity notification rules
- Configure default notification rules
- Create notification rules
- Modify notification message templates
Module 10 – Manage SLAs
- Describe event‐based automation
- Create macros
- Create events
- Create service types
- Create service target templates
Module 11 – Configure Surveys
- Create a survey template
- Create managed surveys
Module 12 – 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