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Service operation processes associated with day-to-day support activities need to deliver and manage services at agreed levels to end users. CA Service Desk Manager
(CA SDM) is a versatile, comprehensive IT service support solution designed to help you deliver superior end-user support, and request, incident, problem, and knowledge management processes with simplified change and configuration management.
Incident management restores normal service operation as quickly as possible and minimizes the adverse impact on business operations. Problem management prevents problems and incidents, helps to eliminate repeating incidents, and minimizes the impact of incidents that cannot be prevented.
In this course, you will be taught to efficiently navigate through CA SDM and determine the quickest path to an effective resolution of incidents and problems. By doing so, you can minimize the adverse impact on the business operations and reduce downtime. During the training, you are given a real-life scenario and provided with overviews, best practices, and hands-on dynamic labs.
This class consists of 6.5 hours of SELF-DIRECTED learning including lab activities
Keywords: 33SVD2081S, SDM
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