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Novell Service Desk: Service Management [Course 8522]

Course Overview


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This course introduces Novell Service Desk, with it's foundations based on ITIL v3 for IT Service Management.  After completing this course, you should be able to install and configure Novell Service Desk and be proficient with using the product to manage the following ITIL processes:
  • Incident Management: Used to restore normal service operation as quickly as possible. This includes incident detection and recording, classification, investigation, resolution, and incident closure.
  • Problem Management: Used to minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors (Error Control).
  • Change Management: Used to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes.

Training Level: 2 - Intermediate

Duration: 2 Days

Key Objectives

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

  • Novell Service Desk Purpose and Features
  • How to Install Novell Service Desk
  • How to Configure service Desk Integrations
  • How to Set Up Novell Service Desk for Users
  • Novell Service Desk and ITIL
  • How to Configure Novell Service Desk Processes
  • How to Fulfill Requests in Novell Service Desk

Audience Summary

Course 8522, Novell Service Desk: Service Managememnt is designed for students who are new to Novell Service Desk or for those who are contemplating a Service Desk implementation.

Course Prerequisites

Those taking Course 8522 should be familiar with basic database and networking skills.

Course Outline

SECTION 1: Introduction to Novell Service Desk

SECTION 2: Install Novell Service Desk

Objective 1: Configure MySQL

Objective 2: Install Service Desk

Objective 3: Review the Service Desk Management Console

SECTION 3: Configuring Service Desk Integrations

Objective 1: Configure Email

Objective 2: Configure LDAP

Objective 3: Configure ZENworks

SECTION 4: Setting up Service Desk for Users

Objective 1: Describe Service Desk Roles

Objective 2: Create Default Incident Team

Objective 3: Create the Service Catalog and Create Catalog Items

SECTION 5: Describing Novell Service Desk and ITIL

Objective 1: Review ITIL

SECTION 6: Configuring Novell Service Desk Processes

Objective 1: Configure additional processes

Objective 2: Configure Service Level Agreements

Objective 3: Configure Request Lifecycles

SECTION 7: Fulfilling Requests in Novell Service Desk

Objective 1: Create Customer Requests

Objective 2: Fulfill Customer Requests

Course Description