CA Service Desk Manager r12.6: Service Desk Modification 300 (33SVD30021)

• Service Desk Administrator
• System Administrator
• Implementation Consultant
• Application Administrator
• Database Administrator
• Pre-Sales Consultant

• Familiarity with Microsoft Windows operating systems (Microsoft Windows NT, Microsoft Windows 2000, Microsoft Windows XP, or Microsoft Windows Server 2003)
• Familiarity with structured query language (SQL) and database theory is highly recommended
• Familiarity with HTML and JavaScript, while not necessary, is advantageous
• CA Service Desk Manager r12.6: Administration 200 Course Code: 33SVD20051 Four (4) Days
• CA Service Desk Manager r12.6: Differences 200 Course Code: 33SVD20010 One (1) Hour

One of the key challenges in an IT organization is the provision of cost-effective and high-quality IT service support. CA Service Desk Manager offers you an enterpriseclass support system that helps you do just that by providing visibility into the IT infrastructure — to quickly identify and resolve issues — before they disrupt vital business operations. However, there is always a need to extend the product to embrace the unique aspects of your operation. To that end, this course will instruct you in the CA Service Desk system broad spectrum of approaches to modify the product to meet your unique needs: end-user personalization, system-wide configuration, tool-based modification, and even code-level customization. On completion of this course, you will be prepared to modify CA Service Desk to match your business needs. This new skill will help to maximize your efficiency, improve productivity, and ensure that no matter how your business changes, you will be able to adapt CA Service Desk to better serve you and your organization.

• Adapt CA Service Desk Manager to your business practices using Web Screen Painter (WSP) and Schema Designer
• Perform advanced adaptations to eliminate potential typographical errors and facilitate improved service desk performance
• Adapt the Service Desk Web Client to your business needs to add new functionality to your implementation of CA Service Desk
• Modify and customize notifications and reports to contain exactly the information you need
• Modify and customize queries and messages to narrow the focus of information so you can concentrate on Requests, Change Orders, and Issues that apply to your immediate situation.

Course Agenda

Module 1 - Adapt CA Service Desk Manager to Your Business Practices

• Identify the Types of Web Clients for Different CA Service Desk Manager Roles
• Define CA Service Desk Manager Adaptation Concepts
• Adapt CA Service Desk Manager Using WSP
• Adapt Schema Using Schema Designer
• Publish Schema Adaptations
• Perform Advanced Adaptations

Module 2 - Adapt the CA Service Desk Manager Web Client to Your Business Practices

• Edit Forms Using WSP
• Publish Forms Using WSP
• Edit Style Sheets Using WSP
• Edit JavaScript Using WSP
• Edit HTML Using WSP

Module 3 – Customize Notification Methods

• Describe the Notification Process
• Identify the Notification Message Variables
• Create a Customized Notification Method

Module 4 – Customize Reports

• Design Reports
• Generate Reports