**AFTER COMPLETING REGISTRATION, PLEASE BE SURE TO CHECK YOUR EMAIL FOR LAB ACCESS INFORMATION**
In your IT support infrastructure, it is important that IT connects with the business it supports by presenting accurate, authoritative, and consistent information tailored to the needs of end users and IT. The CA Service Desk Manager (CA SDM) knowledge management system captures FAQs, workarounds for incidents, and known errors. It also provides forums for discussion and stores and publishes information for reuse. In these ways, CA SDM exponentially improves the ability of your service desk to transform information to knowledge and act smarter and faster, and at a lower cost.
This course covers the creation of knowledge documents and the use of the knowledge management system to optimize the flow of information in your service desk. In this course, you will administer the knowledge management system, populate the knowledge repository, and enhance knowledge management efficiency. These vital skills enable you to integrate knowledge with self-service so that end users can find information or resolve issues instantly, reducing the burden on the service desk, which in turn saves your organization time and money by resolving incidents more quickly.
This class consists of 13 hours of SELF-DIRECTED learning including lab activities.
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