CA Unicenter Service Desk Training. by Ashlee Beal & William Lassiter

Transcription

1 CA Unicenter Service Desk Training by Ashlee Beal & William Lassiter

2 Agenda ITIL Creating a Ticket Creating a Ticket Using a Template Adding an Attachment to a Ticket Sending Through a Ticket Closing a Ticket Update Existing Ticket Adding a Knowledge Document To a Ticket Update Existing Contact Create New Contact Search for Existing Request/Incident Unicenter Service Desk Training 2

3 Trivia #1 How many phone calls does the Help Desk answer in a month? a. 652 b. 1,350 c. 1,853 d. 375 Unicenter Service Desk Training 3

4 Answer How many phone calls does the Help Desk answer in a month? a. 652 b. 1,350 c. 1,853 d. 375 Unicenter Service Desk Training 4

5 Trivia #2 What is the average time spent resolving a request? a. 1 day b. 48 hours c. 4 hours d. Unknown Unicenter Service Desk Training 5

6 Answer What is the average time spent resolving a request? a. 1 day b. 48 hours c. 4 hours d. Unknown Unicenter Service Desk Training 6

7 Trivia #3 What does ITIL stand for? a. Information Testing In Illinois b. Information Technology Infrastructure Library c. Interesting Technical Information Library d. Idealistic Thoughts In Literature Unicenter Service Desk Training 7

8 Answer What does ITIL stand for? a. Information Testing In Illinois b. Information Technology Infrastructure Library c. Interesting Technical Information Library d. Idealistic Thoughts In Literature Unicenter Service Desk Training 8

9 ITIL Information Technology Infrastructure Library Set of concepts and policies for managing information technology (IT) infrastructure, development and operations CA Unicenter is ITIL compatible Unicenter Service Desk Training 9

10 Creating A Ticket Unicenter Service Desk Training 10

11 Creating a Ticket Unicenter Service Desk Training 11

12 Creating a Ticket Unicenter Service Desk Training 12

13 Creating a Ticket Unicenter Service Desk Training 13

14 Creating a Ticket Unicenter Service Desk Training 14

15 Creating a Ticket Unicenter Service Desk Training 15

16 Creating a Ticket Unicenter Service Desk Training 16

17 Creating a Ticket Unicenter Service Desk Training 17

18 Creating a Ticket Using a Template Unicenter Service Desk Training 18

19 Creating a Ticket Using a Template Unicenter Service Desk Training 19

20 Adding an Attachment to a Ticket Unicenter Service Desk Training 20

21 Adding an Attachment to a Ticket Unicenter Service Desk Training 21

22 Adding an Attachment to a Ticket Unicenter Service Desk Training 22

23 Adding an Attachment to a Ticket Unicenter Service Desk Training 23

24 Adding an Attachment to a Ticket Unicenter Service Desk Training 24

25 Sending Through Ticket Unicenter Service Desk Training 25

26 Sending Through Ticket Unicenter Service Desk Training 26

27 Sending Through Ticket Unicenter Service Desk Training 27

28 Sending Through Ticket Unicenter Service Desk Training 28

29 Sending Through Ticket Unicenter Service Desk Training 29

30 Closing a Ticket Unicenter Service Desk Training 30

31 Closing a Ticket Unicenter Service Desk Training 31

32 Closing a Ticket Unicenter Service Desk Training 32

33 Closing a Ticket Unicenter Service Desk Training 33

34 Closing a Ticket Unicenter Service Desk Training 34

35 Update Existing Ticket Unicenter Service Desk Training 35

36 Update Existing Ticket Unicenter Service Desk Training 36

37 Update Existing Ticket Unicenter Service Desk Training 37

38 Adding a Knowledge Document To a Ticket Unicenter Service Desk Training 38

39 Adding a Knowledge Document To a Ticket Unicenter Service Desk Training 39

40 Adding a Knowledge Document To a Ticket Unicenter Service Desk Training 40

41 Adding a Knowledge Document To a Ticket Unicenter Service Desk Training 41

42 Update Existing Contact Unicenter Service Desk Training 42

43 Update Existing Contact Unicenter Service Desk Training 43

44 Update Existing Contact Unicenter Service Desk Training 44

45 Create New Contact Unicenter Service Desk Training 45

46 Create New Contact Unicenter Service Desk Training 46

47 Create New Contact Unicenter Service Desk Training 47

48 Search for Existing Request/Incident Unicenter Service Desk Training 48

49 Search for Existing Request/Incident Unicenter Service Desk Training 49

50 Search for Existing Request/Incident Unicenter Service Desk Training 50

51 Search for Existing Request/Incident Unicenter Service Desk Training 51

52 Search for Existing Request/Incident Unicenter Service Desk Training 52

53 Search for Existing Request/Incident Unicenter Service Desk Training 53

54 Questions? Unicenter Service Desk Training 54