Altiris Helpdesk 6.0 Administration and Configuration - AT1000 Course, Class Outline
(3 days)
Version 6.0
COURSE DESCRIPTION
The Symantec Helpdesk Solution course is designed for the professional tasked with installing, configuring, and managing Helpdesk Solution. This 3-day, instructor-led, hands-on class covers how to create and integrate
business rules that let students devise a consistent response to help desk incidents, establish and maintain Helpdesk service within I.T Infrastructure Library (ITIL) standards, use best practices to manage Helpdesk incidents and reduce total cost of ownership (TCO) related to incident management. Students will also learn how to effectively manage, report, and resolve helpdesk issues.
Delivery Method
Instructor-led
Duration
3 days
Registration Note
ONLC is able to accept Altiris Vouchers as payment for these classes.
Course Objectives
By the end of this course, you should be able to
Summarize ITIL and how it affects incident management.
Create workers who manage, track, and resolve Helpdesk incidents.
Configure event handlers to generate reports, send e-mails, launch commands, and generate Helpdesk incidents.
Crate and manage incidents and associate those incidents with contacts, assets, and other I.T. resources.
Use rules to reduce incident-resolution time.
Crate, configure, and add information to a searchable knowledge base that lets both Helpdesk workers and end users resolve helpdesk incidents.
Configure Notification Policies that automatically notify the appropriate parties about the progress of Helpdesk incidents.
Use Web Reports to view and analyze Helpdesk data.
Use Carbon Copy Solution and Web Administrator for Windows to resolve Helpdesk incidents.
Who Should Attend
This course is for anyone who will be installing, configuring, and managing Helpdesk Solution.
Prerequisites
You should have basic understanding and working knowledge of Microsoftฎ Windows, understand Notification Server installation and configuration, and (optional, but recommended) be familiar with using VMwareฎ.
Hands-On
This course includes practical exercises and labs that enable you to test your new skills and begin to transfer them into your working environment.
COURSE OUTLINE
Introduction
Course logistics and objectives
Getting Started
Introducing the Altiris infrastructure
Introducing Notification Server
Introduction to Helpdesk Solution
About the IT Infrastructure Library
Helpdesk User Basics
How users record incidents
About User Consoles
About self-enrollment
Helpdesk Worker Basics
Accessing the Worker Console
About the Worker report
About incidents
About Helpdesk contacts
About Helpdesk assets
About bulletins
Viewing and retrieving incidents
Locating incidents
About quick incidents
Using Web reports
Knowledge Base
About the Knowledge Base
Adding content to the Knowledge Base
Searching for articles
Securing the Knowledge Base library
Helpdesk Administrator Basics
Helpdesk security privileges
About Helpdesk workers
About Helpdesk queues
Automatically creating contacts and incidents
Using the Altiris Agent
Importing Notification Server data into Helpdesk
Licensing
Administrator Advanced Topics
About categories
Business rules
Validation rules
Incident rules
Routing rules
Notify rules
List templates
Macros
Notification policies
About tasks
Automation rules
Resource types
About lookups
Import/export administrator data
Advanced Incident Creation Methods
Creating e-mail based incidents
E-mail inbox filter
Notification policies
Create incidents automatically through Notification policies
Helpdesk Integration
About Helpdesk integration
Inventory Solution
Capturing client inventory data
Inventory scan agents
Carbon Copy Solution
Real-Time System Manager
Customizing Helpdesk Solution
Tailoring the Console
About AppWeaver
Helpdesk application structure
Using the custom.config file
Renaming the label
Resources
Altiris and Web resources
Other Altiris courses and services
Advanced Examples
How to create a custom console
How to add a scalar field
How to add a lookup field
Create a custom URL for accessing the Helpdesk Console
Helpdesk Integration
Invoking the Helpdesk UI
Incident View Fields
Contact view fields
Asset view fields
Helpdesk Macros
Data macros
Custom Configuration
Customizing the Helpdesk UI
View outline in Word
AT1000
