ATT Online - Novell Service Desk: Service Management (Course 8522)


Course Description

Novell Service Desk This course introduces ZENworks Service Desk, with it's foundations based on ITIL v3 for IT Service Management. This course is introduces the ZENworks Service Desk product and basic ITIL v3 Service Management concepts. The 3 core ITIL concepts covered in this course are: Incident Management, Problem Management and Change Management. After completing this course the student will be able to install and configure ZENworks Service Desk and be proficient with using the product to manage the following ITIL processes:

  • Incident Management, which is used to restore normal service operation as quickly as possible. This includes incident detection and recording, classification, investigation, resolution, and incident closure.
  • Problem Management, which is used to minimize the adverse impact of incidents and problems on the business that are caused by errors within the IT infrastructure, and to prevent recurrence of incidents related to these errors (Error Control). Problem Management processes include: problem identification and recording, classification, investigation and diagnosis, resolution and evolution to known error. Error Control processes include: error identification and recording, error assessment, and recording error resolution.
  • Change Management, which is used to ensure that standardized methods and procedures are used for efficient and prompt handling of all changes. Change Management processes include: change logging and filtering, prioritization, categorization, impact and resource assessment, and approval schedule.
  • It is highly recommended that students come to this class with a solid understanding of ITIL v3.