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CA Service Desk Manager 17.0 (CA SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end-user support, request, incident, problem, and knowledge management processes with simplified change and configuration management. CA SDM can consolidate your multiple, disparate help desks and separately manage multiple tenants, all with the objective of reducing the cost and complexity of managing multiple software instances.
In this course, you will create incident tickets, configure scorecards, and configure organizational reference data. You will also be shown how to maintain the security of your service desk. In addition, you will configure notifications, manage service level agreements (SLAs), configure surveys, and perform other administrative tasks.
This class consists of 19.5 hours of SELF-DIRECTED learning including lab activities.
Keywords: SDM ITSM, 33SVD2079S
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