Novell Service Desk - Incident Management (Novell Technical Training) [Course 8511]
This course will introduce the Novell Service Desk - Incident managemnt component of the Full feature Novell Service Desk - Service Management .
Training Level: 2 - Intermediate
Duration: 1 Days
The student will learn the basic concepts of ITIL v3. Thsi training will focus on incident creation through to resolution and publishing to a knowledgebase.
This course is intended to introduce the Novell Service Desk - Incident managemnt component of the Full feature Novell Service Desk - Service Management .
This course recommends that the attendees have previous knowledge of a LDAP Directory Service , either eDirectory or Active Directory. It is also beneficial to have some previous knowledge of ZENworks Configuration management. It is highly recommended that attendeses have previously attended a formal ITIL v3 Foundations training.
Product Overview and Novell Positioning of Novell Service DeskOverview of ITIL will be taught in the following sections:
- Database Creation
- Service Desk Tables creation
- Configure User Source
- Users (Technicians)
- Roles (Groups)
- Service Level Agreements
- Configuration Items
- Incident Management
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