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About this class This course expands Service Desk administrator skills attained in the prerequisite course, Service Desk 5.x Administration I (UC328S). It focuses on installing implementing, configuring, and integrating Service Desk. Extensive Service Level Management features comprise a major portion of this 4-day course. Other topics include email integration, the Service DeskAgent, the Object Loader, Data Exchange, Archiving data, and SD/SLM reporting with OVPI. This courses is 50% lecture and 50% hands-on. Who will the lesson benefit? - Customers: Adminstrators who are managing the Service Desk 5.x product.
- Channel partners and HP C&I Personnel: Consultants, system architects, integrators and planners who help Customers with ServiceDesk 5.x implementations.
- HP Engineers: HP personnel who provide pre-sales and post-sales support for Service Desk 5.x.
- ITIL Foundations or equivalent
- HP OpenView Service Desk 5.x Administration II
Contents of this class - Configure and maintain teh Service Desk enviroment.
- Configure Service Desk email, LDAP and Ad integration.
- Install and configure the Service Desk Agent and Objectloader.
- Create reusable Configuration Item and Metric Definitions.
- Install the SD Management Server, Client, Service Pages and database.
- Archive Service Desk data.
- Configure and use XPL logging with Service Desk.
- Configure and execute Data Exchange tasks.
- Install and configure Metric Adapters and discover metrics.
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