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SYMANTEC
   
     
     
Course Name:   Symantec ServiceDesk 7.0 Administration Training
     
Deployment Options:   Onsite - Instructor-Led Training
     
Course Duration:   5 days depending on audience background and options
 
Related Courses
 
 
Introduction:
 
The Symantec ServiceDesk 7.0 Administration course is designed for the IT service management professional tasked with administering and using Symantec ServiceDesk 7 in an ITIL-focused environment. This class covers the installation, configuration, customization, and operation of Symantec ServiceDesk 7. It also discusses how ServiceDesk implements the ITIL processes of Incident Management, Problem Management, Change Management, and Release Management. Additionally, the class provides an introduction to Symantec Workflow, the process management technology upon which ServiceDesk is built, and discusses some basic process customizations you can perform to tailor ServiceDesk for your specific business needs.
 
Customize it:
 
This 5-day Symantec course will be customized to your needs and specifications. Eno.com will assist you in identifying those needs and specifications. A word to the wise, there are many vendors of Symantec training. They will typically have a broad and general course, one size fits all, already developed and just put your organization's name on the title slide. This minimizes their effort and time investment. At Eno.com, every course is made to your exact and exacting specifications. We help you ensure what you are getting is what you really need even if at the beginning you weren't too sure of what that was. We fit the class to your needs. We ever fit you into our standard, one size fits all, class.
 
Audience:
 
This course is for ServiceDesk administrators and any other service management personnel who are involved in installing, configuring, managing, and administering Symantec ServiceDesk 7..
 
Prerequisite
 
It is helpful if you have a general knowledge of the ITIL framework, groups-based security, databases, and Webbased applications
 
Course Objectives:
 

At the completion of the course, you will be able to:

  • Install, configure, and customize ServiceDesk to meet the needs of your business environment.
  • Effectively use the four major ITIL-compliant service management processes built into ServiceDesk—Incident Management, Problem Management, Change Management, and Release Management.
  • View, create, and customize ServiceDesk reports. Effectively use the Knowledge Base and Document Management systems built into ServiceDesk.
  • Perform basic customization of some ServiceDesk features using the Workflow Designer tool included with ServiceDesk.
 
Course Outline
 
Overview of ServiceDesk 7

•ServiceDesk: Capabilities
•ServiceDesk: A process-driven paradigm
•ServiceDesk ITIL processes
•ServiceDesk and other Symantec products
•Introduction to ServiceDesk customization
•Self-Assessment: ServiceDesk capabilities

Introduction to Workflow

•Conceptual overview of Workflow
•ServiceDesk and Workflow
•Getting to know ServiceDesk’s basic Workflow components
•Introducing Workflow Designer
•Publishing Workflow changes to ServiceDesk
•Self-Assessment + Hands-On Lab: ServiceDesk and Workflow relationship, introduction to Workflow Designer

Installing ServiceDesk 7

•Installation prerequisites
•Installing the ServiceDesk 7 application
•Completing the post-installation configuration wizard
•Hands-On Labs: Preparing to install ServiceDesk 7, installing ServiceDesk 7, completing the post-installation configuration
•wizard

Migrating from HelpDesk 6.5

•Helpdesk 6 concepts in ServiceDesk 7
•Migrating HelpDesk incidents
•Migrating HelpDesk categories
•Migrating HelpDesk Knowledge Base articles
•Hands-On Labs: Migrating incidents, categories, and KB content

Working in the ServiceDesk Portal

•The ServiceDesk Portal
•Configuring users, groups, and permissions
•Customizing ServiceDesk Portal pages
•Portal page security
•Editing ServiceDesk Portal master settings
•Exploring the Process View
•Hands-On Labs: Creating a new page, permission, and group; adding a Web part to a page

Using Incident Management

•Incident Management business model
•Submitting incidents (user method)
•Submitting incidents (technician method)
•Resolving incidents
•Escalating incidents
•Submitting an incident automatically using e-mail
•The customer satisfaction survey
•Hands-On Labs: Submitting an incident (user method), resolving an incident, completing a Customer Satisfaction Survey (user method)

Customizing Incident Management

•Modifying Incident Management settings in the ServiceDesk Portal
•Setting up categories and the data hierarchy
•Creating incident templates
•The Incident Management workflow
•Editing default Impact, Urgency, and Priority values
•Customizing the “Submit an Incident” form
•Customizing routing rules
•Defining Smart Tasks (process actions)
•Editing incident close codes
•Establishing service level agreement (SLA) times
•Setting business hours and holidays
•Setting up “Follow the Sun” routing
•Hands-On Labs: Creating a subtasks template, adding impact and urgency values, adding a cost center to the “Submit Incident” form, routing by location, automatic reassignment of an incident due to reclassification, creating a Smart Task for searching the Altiris KB, creating an SLA for a specific location

Using Problem Management

•Problem Management business model
•Creating a problem ticket
•Reviewing a problem ticket
•Hands-On Labs: Creating and resolving a problem ticket

Customizing Problem Management

•The Problem Management workflow
•Adding data fields to the problem ticket
•Hands-On Labs: Adding data to the “Problem Submit” form

Using Change Management

•Change Management business model
•Working with change templates
•Creating a change ticket
•Change review and planning
•Implementing a change
•Completing a change
•Using the “CAB Voting” service catalog Item
•Using the “Clone Changes” service catalog Item
•Using the “Manage Recurring Changes” service catalog Item
•Hands-On Labs: Handling a change ticket from creation to completion

Customizing Change Management

•The Change Management workflow
•Establishing the default change advisory board (CAB)
•Creating CABs
•Setting the default change type
•Modifying CAB voting
•Hands-On Labs: Setting the default change type to “ITIL” for all changes, CAB voting: proceeding upon approval from a particular member

Using Release Management

•Release Management business model
•Release Management roles
•Creating a release plan
•Approving a release plan
•Hands-On Labs: Completing a release plan

Working with E-Mail Notifications

•Overview of notifications in ServiceDesk
•Configuring e-mail content
•Methods of notification in Symantec Workflow
•Adding and removing notifications
•Creating incidents from e-mail
•Hands-On Labs: Modifying an “Incident Resolved” e-mail message, creating a new e-mail template, adding and removing a notification, setting up additional rules for processing incoming e-mail

Working with Reports

•Reporting overview
•Viewing a report
•Creating reports
•Setting permissions for reports
•Adding reports to a portal page or a dashboard
•Customizing reports
•Scheduling reports
•Hands-On Labs: Creating a child report, inserting the Report Rotator Web part into a dashboard

Using the Knowledge Base and Document Management

•Overview of the ServiceDesk 7 Knowledge Base
•Submitting a Knowledge Base entry request
•Approving or rejecting Knowledge Base entry requests
•Submitting an approved Knowledge Base entry
•Approving a rejection of a Knowledge Base entry
•Requesting editing of a Knowledge Base entry
•Setting permissions for a Knowledge Base entry
•Overview of Document Management
•Hands-On Labs: Managing KB entries, adding documents to the document management system

Advanced Customization Using Workflow

•Creating a Web part for use in ServiceDesk
•Publishing a process in Workflow to the ServiceDesk service catalog
•Maintaining customizations (versioning)
•Best practices
•Architecture/Scalability
•Hands-On Labs: Creating a diagnostic Web part and adding it to the service catalog, creating and publishing a Web forms project in the service catalog
 

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