Helpdesk Solution - Administration and Configuration

Learn to use many of the features, functions, and processes of Altiris Helpdesk Solution software. This hands-on class enhances your ability to create and integrate business rules that let you devise a consistent response to help desk incidents, establish and maintain help desk service within IT Infrastructure Library (ITIL) standards, use best practices to manage help desk incidents and reduce total cost of ownership (TCO) related to incident management, and effectively manage, report, and resolve help desk issues. You leave class with the knowledge and skills needed to confidently manage your enterprise’s help desk.

Course Objectives

• Summarize ITIL and how it affects incident management
• Create workers who manage, track, and resolve help desk incidents
• Configure event handlers to generate reports, send emails, launch commands, and generate help desk incidents
• Create and manage incidents and associate those incidents with contacts, assets, and other IT resources
• Use rules to reduce incident-resolution time 
• Create, configure, and add information to a searchable knowledge base that lets both help desk workers and end users resolve help desk incidents
• Configure Notification Policies that automatically notify the appropriate parties about the progress of help desk incidents
• Use Web reports to view and analyze help desk data
• Use Carbon Copy Solution and Web Administrator for Windows to resolve help desk incidents

Prerequisites

• Basic understanding and knowledge of Microsoft Windows
• Understand Notification Server installation and configuration
• (Optional, but recommended) Familiarity using VMware

Audience

• Anyone who will be installing, configuring, and managing Helpdesk Solution

Course Details

• Course Number: HDS-A600
• Duration: 3 days
• Difficulty Level: Introductory