Training

Service Desk: Service Management
(Course 8522)

Course Description

This course introduces Micro Focus Service Desk, with its foundations based on ITIL v3 for IT Service Management. After completing this course, you will be able to install and configure Micro Focus Service Desk and be proficient with using the product to manage the following ITIL processes:

  • Incident Management
  • Problem Management
  • Change Management

Course Information

Delivery Method: Virtual Classroom, Classroom, Ondemand

Course Duration: 2 days

Course Level: Intermediate

Key Objectives

During this course, you learn the following concepts and skills fundamental to understanding Micro Focus Service Desk:

  • How to install and configure Service Desk, and how to set it up for users
  • Micro Focus Service Desk and ITIL
  • How to configure Service Desk processes
  • How to fulfill requests in Service Desk

Audience Summary

This course is designed for students who are new to Micro Focus Service Desk or for those who are contemplating a service desk implementation.

Course Outline

The following topics are covered in this course:

  1. Introduction to Micro Focus Service Desk
  2. Installing, configuring and setting up Service Desk
  3. Describing Micro Focus Service Desk and ITIL
  4. Configuring Service Desk processes
  5. Fulfilling requests in Service Desk

Course Prerequisites

Those taking this course should be familiar with basic database and networking skills.