8522 – Service Desk: Service Management – 3 dagar

Pris: 18.200 sek

Course Description

This course introduces Novell Service Desk, with its foundations based on ITIL v3 for IT Service Management. After completing this course, you will be able to install and configure Novell Service Desk and be proficient with using the product to manage the following ITIL processes:

  • Incident Management
  • Problem Management
  • Change Management

Course Information

Delivery Method: Virtual Classroom, Classroom, Ondemand

Course Duration: 2 days

Course Level: Intermediate

Key Objectives

During this course, you learn the following concepts and skills fundamental to understanding Novell Service Desk:

  • How to install and configure Novell Service Desk, and how to set it up for users
  • Novell Service Desk and ITIL
  • How to configure Novell Service Desk processes
  • How to fulfill requests in Novell Service Desk

Audience Summary

This course is designed for students who are new to Novell Service Desk or for those who are contemplating a service desk implementation.

Course Outline

The following topics are covered in this course:

  1. Introduction to Novell Service Desk
  2. Installing, configuring and setting up Novell Service Desk
  3. Describing Novell Service Desk and ITIL
  4. Configuring Novell Service Desk processes
  5. Fulfilling requests in Novell Service Desk

Course Prerequisites

Those taking this course should be familiar with basic database and networking skills.