Service Desk Manager 17.1: Basic Administration 200

Service Desk Manager 17.1 (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. SDM can consolidate your multiple, disparate help desks and separately manage multiple tenants, all with the objective of reducing the 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 get insights of SAML Authentication 2.0 configuration, Notifications, setting up mailboxes using Maileater, License Usage Feature, set up access rights for KB articles, configure service level agreements (SLAs), configure surveys, and perform other administrative tasks.
It is recommended that students have familiarity wit current Windows operating systems, familiarity with a structured query language (SQL) and database theory, as well as familiarity with HTML and JavaScript.
3 Days/Lecture & Lab
This course is intended for those users responsible managing and implementing help desk operations.
  • Describe SDM Components and Architecture
  • Create Incident Tickets and Ticket Templates
  • Configure Scoreboards Using Stored Queries
  • Configure Organizational Reference Data
  • Describe the SDM Authentication
  • Configure Contacts and Groups
  • Create Roles and Access Types
  • Create Data Partitions
  • Configure SDM Notifications
  • Manage SLAs
  • Configure Surveys
  • Perform Additional Administrative Tasks
  • Administer the xFlow Analyst Interface
  • Monitor License Usage
  • Describe Knowledge Base (KB) Articles
  • Modify Ticket Attributes

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