COURSE DESCRIPTION
Course Objectives
By the end of this course, you should be able to:
• Install, configure, and customize ServiceDesk to
meet the needs of your business environment.
• Effectively use the four major ITIL-compliant service
management processes built into ServiceDeskundefined
Incident Management, Problem Management,
Change Management, and Release Management.
• View, create, and customize ServiceDesk reports.
• Effectively use the Knowledge Base and Document
Management systems built into ServiceDesk.
• Perform basic customization of some ServiceDesk
features using the Workflow Designer tool included
with ServiceDesk.
COURSE OUTLINE
Overview of ServiceDesk 7
• ServiceDesk: Capabilities
• ServiceDesk: A process-driven paradigm
• ServiceDesk: ITIL Processes
• ServiceDesk and other Symantec products
• Introduction to ServiceDesk Customization
• Self-Assessments: ServiceDesk capabilities, ServiceDesk 7
is a different paradigm, ITIL processes in ServiceDesk 7,
default integration points in ServiceDesk 7, introduction to
ServiceDesk customization
Installing ServiceDesk 7
• Preparing the ServiceDesk environment
• Installing the ServiceDesk 7 application
• Completing the post-installation configuration wizard
• Hands-On Labs: Installation prerequisites, installing
ServiceDesk 7 on the ServiceDesk server, postinstallation
configuration
Migrating from HelpDesk 6.5
• Migrating HelpDesk incidents
• Migrating HelpDesk categories
• Migrating HelpDesk Knowledge Base articles
• Hands-On Labs: Migrating incidents, migrating categories,
migrating Knowledge Base content
Introduction to Workflow
• Conceptual overview of Workflow Solution
• ServiceDesk Solution and Workflow Solution
• Introduction to Workflow Designer
• Getting to know ServiceDesk’s basic Workflow components
• The basics of customizing Workflow
• Publishing Workflow changes to ServiceDesk
• Self-Assessment + Hands-On Lab: Workflow and
ServiceDesk 7
Working in the ServiceDesk Portal
• The ServiceDesk portal
• Configuring users, groups, and permissions
• Customizing ServiceDesk portal pages
• ServiceDesk: Master portal settings
• Exploring the Process View
• Hands-On Labs: Creating a new page, creating a new
permission, creating a new group and a new user,
adding a user and a permission to a group, adding a
permission to a new page, adding a Web part to a
page
Using Incident Management
• Incident management overview
• Submitting incidents (user method)
• Submitting incidents (technician method)
• Using e-mail to automatically submit an incident
• Resolving incidents
• Escalating incidents
• The Customer Service Survey
• Hands-On Labs: Submitting an incident as an enduser, submitting an incident as a technician, resolving
an incident, escalating an incident (unprivileged
escalation), escalating an incident (privileged
escalation), reviewing incident resolution and
completing the Customer Service Survey
Customizing Incident Management
• Modifying Incident Management settings in the
ServiceDesk portal
• The Incident Management process
• Customizing impact and urgency values
• Adding data to the user Submit Incident form
• Customizing routing rules
• Hands-On Labs: Creating an incident template,
creating a subtask template, adding new Urgency and
Impact values, adding incident data, routing by
location, automatic assignment based on classification,
creating a Smart Task to search the Altiris KB, setting
up a service level agreement (SLA)
Using Problem Management
• Problem Management overview
• Creating a problem ticket
• Reviewing a problem ticket
• Hands-On Labs: Creating a problem ticket, working a
problem ticket
Customizing Problem Management
• The Problem Management process
• Customizing problem categories
• Verifying classifications used in Problem Management
• Adding users to problem analysis
• Adding data to the problem ticket
• Hands-On Labs: Customizing problem categories, verifying
classifications used in Problem Management, adding users to
problem analysis, adding data to the problem ticket
Using Change Management
• Change Management overview
• Working with change templates
• Requesting a change
• Change review and planning
• Implementing a change
• Hands-On Labs: Completing a change ticket, creating a
change ticket from an incident, working a change ticket
Customizing Change Management
• The Change Management process
• Hiding change types
• Hands-On Labs: Hiding unwanted change types, forcing one
type of change, modifying CAB approval to proceed on one
risk assessment
Using Release Management
• Release Management overview
• Creating a release plan
• Approving a release plan
• Bypassing a change to continue the release process
• Hands-On Labs: Creating a release plan, reviewing a
release plan
Working with E-Mail Notifications
• Overview of notifications
• Adding and disabling notifications
• Configuring e-mail content
• E-mail monitoring
• E-mail settings
• Hands-On Labs: Walkthrough of e-mail services, modifying
the Incident Created e-mail message, creating an e-mail
template, adding a logo to the global e-mail footer, adding
and disabling a notification, additional rule for processing
incoming e-mail incidents
Working with Reports
• Reporting overview
• Scheduling reports
• Viewing reports
• Creating and customizing reports
• Setting report permissions
• Hands-On Labs: Examples of report usage,
navigating the Reports tab, creating a child report,
creating a cube schedule, using the Cube Report
Editor, using the Report Rotator Web part
Using the Knowledge Base and Document
Management
• Overview of the ServiceDesk 7 Knowledge Base
• Submitting a request for a Knowledge Base entry
• Accepting or rejecting a Knowledge Base request
• Reviewing a Knowledge Base entry for final resolution
• Setting permissions for Knowledge Base entries
• Overview of Document Management
• Hands-On Labs: Submitting a KB request, reviewing a
KB request, approving a KB request, setting
permissions for a KB article, working in Document
Management
Advanced Customization Using Workflow
• Creating a Web part for use in ServiceDesk
• Publishing a process in Workflow to the ServiceDesk
Service Catalog
• Maintaining customizations (versioning)
• Architecture/scalability
• Best practices
• Hands-On Labs: Creating a Web part, adding to the
Service Catalog
