SupportDesk - System Administration Course

This informal training course is aimed for administrators of SupportDesk and will consist of demonstrations, and practical exercises using your SupportDesk database at your premises

Course Overview

1. Modules and Services

• Email, AD and escalation services
• Scheduled tasks

2. Database Configuration

• Styles
• Navigator Structure
• AssetDesk Synchronisation (Optional)
• Data Transfer Tool – (Optional)
• XDI

3. System Categories

• Tree Structure
• Web user assignment

4. System Users

• Group set up
• Rights set up
• System users set up
• Skills Matrix

5. Service Level Agreements

• Opening Hours / Days
• Statuses / Priorities
• Escalation Types
• SLA Assignment

6. Action / Activities

• Action and Activity Assignment
• Admin settings
• Security settings

7. Request Management

• The Request list
• View Restrictions
• View Rights
• ITSM Configuration

8. Quick Requests

• Quick Requests
• Work flows and specialist assignment

9. Knowledge base

• Category assignment
• Creating articles
• Converting requests

10. Reporting

• Request printing
• Navigator printing
• Category Printing
• Quick reports
• Custom Reports
• Digital Dash Board

11. Management Console

• Live Statistics
• Reporting

12. Email settings

• Email alert settings
• The Email service

13. Web integration (Optional)

• Installation
• Component Services and IIS settings
• Admin settings
• INI file settings
• End user access

14. SupportDesk Mobile (Optional)

• Configuration