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ZEN20: Service Desk: You Own it Why Aren’t You Using it? – Lecture

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This course will introduce Novell Service Desk with focus on Incident Management. Novell Service Desk foundations are based on ITIL v3 for IT Service Management.

This Course is meant to introduce the Novell Service Desk product and basic ITIL v3 Service management concepts. Once this course is completed the student will be able to Install, configure Novell Service Desk and be able to implement the Incident Management component of Novell Service Desk, from incident creation to incident resolution.

Prerequisites:  It is highly recommended that student will have attended the ITIL v3 foundations class.

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