CA Cloud Service Management Proven Professional Certification Exam

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "CA Cloud Service Management Proven Professional Certification Exam"

Transcription

1 CA Cloud Service Management Proven Professional Certification Exam (CAT-520) Study Guide Version 1.1

2 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA confidential & proprietary information. For CA, CA Partner and CA Customer use only. No unauthorized use, copying or distribution. All names of individuals or of companies referenced herein are fictitious names used for instructional purposes only. Any similarity to any real persons or businesses is purely coincidental. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. These Materials are for your informational purposes only, and do not form any type of warranty. The use of any software or product referenced in the Materials is governed by the end user s applicable license agreement. CA is the manufacturer of these Materials. Provided with Restricted Rights.

3 Exam Study Guide Table of Contents Table of Contents... i 1 Exam Information Areas for Study Sample Certification Exam Questions... 6 i

4 Exam Study Guide This page intentionally left blank. ii

5 1 Exam Information The CA Technologies Certification Program is designed to measure your skills, knowledge, and expertise in managing, administering, installing, configuring and implementing select CA Technologies products for complete and optimized IT solutions. With CA certifications, management teams will have peace of mind that knowledgeable professionals are handling their CA Technologies applications. Proctored by a third party vendor, KryterionOnline, CA Technologies certifications objectively validate the competencies of a project team whether that team is your in-house staff, CA Technologies Professional Services, or a CA Technologies partner. The aim of this document is to help you prepare for the CA Cloud Service Management Proven Professional Certification Exam. Make sure that you familiarize yourself with the content areas tested. Your best path to success is to attend the exam prep course(s). You may also find it helpful to review the product documentation at and to participate in CA Global User Community forums at The experience gained from taking courses and using the product will help you: x Gain a comprehensive understanding of the product or solution x Increase the likelihood of passing the exam on your first attempt The Exam Experience You can register to take an online proctored exam from your home or office using Kryterion s Online Proctoring (OLP) Services, or you can take an on-site proctored exam at a Kryterion testing center. If you choose to take an online proctored exam, you will need Internet access, an external web camera, and a computer that meets specific hardware and software requirements. For answers to frequently asked questions about registering for exams, locations, on-site and virtual proctoring, OLP equipment requirements, cancellation and re-scheduling policies and more, read our FAQs at CA employees may also go here for more information: Professional Exam Details x Recertification: This credential is valid for two years from the date you pass the exam. You will need to take the certification/recertification exam in two years. CA Technologies will make a best effort to send you a reminder 60 days prior to expiry of your current credential. x Number of items = 50 x Item types = Multiple choice, including multiple response questions x Time to complete test: 90 minutes x Passing score is 70% x Attempts Permitted: You may register for your first retake immediately. For subsequent retakes you are required to wait at least thirty (30) calendar days from the date of your last attempt. Read the online FAQs for details. 1

6

7

8 Table 1. Exam Objectives Exam objectives as they map to related courses and the body of knowledge, including percentage of exam devoted to topics. Exam Objectives Configuring Your System Understanding Out of the Box Capabilities Understanding Ticket Workflow Components Configuring an Incident Management Workflow Related Content CA Cloud Service Management YouTube Videos Configuring Your System Playlist x Add Users x Setup Organizations x Roles and Groups x Categorization x Create a Service Level Target Documentation at support.ca.com, Field Experience x Reset Password and Login x Configure Organization-based Security CA Cloud Service Management YouTube Videos Out of the Box Capabilities Playlist x Using Attributes x Break Fix Change Management x Emergency Change Management x Problem Management x Service Level Targets CA Cloud Service Management YouTube Videos Ticket Workflow Components Playlist x Create New Communication Template x Create a Background Workflow Action to Start a Task x Create a New Approval Group x Test a Task Ticket Template x Modify Values for Standard Ticket Fields On Demand CA Cloud Service Management: Configure an Incident Management Workflow 300 (33CSV30030) x Set Up Preliminary Data x Configure the Incident Management Workflow Documentation at support.ca.com, Field Experience x Describe Violation Targets Exam Focus 14% 10% 10% 14% 4

9 Exam Objectives Performing Advanced Reporting and Knowledge Management Configuring an Employee Provisioning Workflow Configuring a Change Management Workflow Configuring ADSync Understanding SSO Requirements Related Content CA Cloud Service Management YouTube Videos Knowledge Management Playlist Reporting Playlist On Demand CA Cloud Service Management: Configure an Incident Management Workflow 300 (33CSV30030) x Generate Knowledge Articles CA Cloud Service Management: Perform Advanced Reporting (33CSV30040) x Describe Advanced Reporting x Configure Ad Hoc Views x Configure Reports and Dashboards On Demand CA Cloud Service Management: Configure an Employee Provisioning Workflow (33CSV30050) x Set Up Preliminary Data x x Configure the Service Request Catalog Item Configure a Task Flow On Demand CA Cloud Service Management: Configure a Change Management Workflow (33CSV30060) x Set Up Preliminary Data x Configure the CMDB x Configure the Change Management Workflow Documentation at support.ca.com, Field Experience x Describe Action on Approval Documentation at support.ca.com, Field Experience x Configure ADSync Documentation at support.ca.com, Field Experience x Identify SSO Requirements Exam Focus 22% 12% 14% 2% 2% 5

10 3 Sample Certification Exam Questions These sample questions are very similar to the questions in the actual exam. Some questions may include several correct options. Question 1 In CA Cloud Service Management, which feature characterizes roles? A. They can consist of groups but not individual contacts. B. They can be made inactive but they cannot be deleted permanently. C. They can consist of multiple individual contacts but not support groups. D. Their assigned permissions can be inherited by related support groups and users related to that role. Question 2 You are implementing a modified incident management workflow. After you define the data you need to collect, you define the attributes to contain this data. What should you do next? A. Map each attribute to a Reason Code. B. Associate the attributes to custom fields. C. Create an assignment group for self-service users. D. Associate the attributes to configuration items (CIs). Question 3 In the attribute value format for lists, check boxes, and radio buttons, why might you include double pipe ( ) characters? A. To separate multiple values B. To separate displayed and stored values C. To indicate that the value supplied does not need to be case-sensitive D. To indicate that values after the pipes can be used as an alternative to values before the pipes 6

11 Question 4 When using service-level management, which factors should you consider? (Choose two) A. Existing service metrics can be modified and new metrics can be added. B. Multiple threshold rules can be specified as violation thresholds for a service target. C. Multiple service targets can be configured with different matching conditions based on the same service metric. D. To provide Service Level Agreement (SLA) monitoring, the Service Level Compliance Monitoring job trigger must be enabled. Question 5 In CA Cloud Service Management, four types of change requests are available. Which workflow type is recommended for documenting a change after it is implemented without an approval process? A. Normal B. Standard C. Break-fix D. Emergency Question 6 When building a workflow for approvals, you need to use several fields that are specific to change management. An example is: A. appr_phase. B. ticket_escalation. C. compliance_status. D. ticket_reason_code. 7

12 Question 7 When you use the name of an approval phase in a matching condition, which factor should you consider? A. The phase name is case-sensitive. B. The phase name needs to be prepended by zz. C. Multiple phases need to be separated by commas. D. Hyphens will be automatically added in place of spaces. Question 8 In CA Cloud Service Management, a regulated service must also be configured as a configuration item (CI). To specify that a particular CI is a regulated service, what can you use as an alternative to the CI attribute? A. Attachments B. Categorization C. Issue Services D. Change Advisory Boards (CABs) Question 9 You are implementing a new change management workflow based on regulated services with related configuration items (CIs). You want to include a technical expert as an assessor of the change request but without the right to vote. Which type of membership do you assign to this expert? A. User B. Approver C. Reviewer D. Support Provider 8

13 Question 10 Which data source represents data stored in a two-dimensional relational database? A. View B. Topic C. Domain D. OLAP Connection Question 11 Jeff Hardy has created an ad hoc view showing the type and status of tickets. He wants to display the number of tickets by type and status. What is the most appropriate format? A. Cube B. Table C. Chart D. Crosstab Question 12 Which advanced reporting components enable you to export to a variety of file formats? (Choose two) A. Report B. Domain C. Dashboard D. Ad hoc view 9

14 Question 13 Heather Marley, who had previously been assigned the KBAnalyst role, has now been assigned the KBAdmin role. Which additional functions will Heather be able to perform? (Choose three) A. Manage knowledge articles. B. Set permissions for other users to view. C. Approve and publish knowledge articles. D. Work with retired or archived knowledge articles. E. Set the knowledge article category to categorize the article. Question 14 Which features characterize knowledge articles? (Choose three) A. Any user license type can create a new article. B. Self-service users can discuss and rate unapproved articles. C. Any or all reviewers in a reviewer group can approve and publish an article. D. Set as Sticky can be used to ensure an article floats to the top in searches. E. Article creation can be made a standard task in a Problem Management workflow. Question 15 When you are setting expiration dates for knowledge articles, which factor should you consider? A. Expired articles are permanently deleted. B. Administrators are unable to set an article to Approved after it expires. C. By default, articles expire after 180 days and must be resubmitted for approval. D. Articles that are not viewed during a defined period are automatically expired. 10

15 Question 16 To configure service desk ticket creation based on incoming s, the administrator needs to: (Choose two) A. set the Protocol field to No Reply. B. associate a ticket type to each mailbox. C. set the Block Outgoing s flag to Yes. D. configure at least one incoming mailbox with an address. Question 17 When managing approval groups, which factors should you consider? (Choose two) A. For change requests, the approval function must be explicitly enabled. B. Multiple approval groups can be configured for different approval-related needs. C. To enable the notification of a ticket submitted for approval, a task order template must be added to the relevant workflow action. D. Contextual approvers and reviewers can be added to an approval group, where the approver or reviewer will be determined from the context of the ticket. Question 18 With the required permissions, which CA Cloud Management users can create knowledge articles? A. Administrators only B. Knowledge Managers only C. All licensed users except self-service users D. Knowledge Managers and Administrators only 11

16 Question 19 If CA Cloud Service Management is configured with the default settings, which Knowledge Management-related tasks can analysts perform? (Choose two) A. Create a knowledge article. B. Export a service request ticket as a knowledge article. C. View knowledge articles that are currently in a draft state. D. Convert a problem ticket to a knowledge article using the Add to Knowledgebase action. Question 20 When you create an ad hoc view, which actions can you perform? (Choose three) A. Edit a domain. B. Create and lock a filter. C. Save the view as a topic. D. Export the report to the knowledgebase. E. Edit the display labels that appear in the report or dashboard. Question 21 Which steps might you perform in Domain Designer? (Choose three) A. Edit locale bundles. B. Create and edit dashboards. C. Select a table on the Tables tab. D. Assign a source on the Asset Discovery tab. E. Add a label key and a description key for a display set on the Display tab. 12

17 Question 22 When you use the ADSync Utility, which factors should you consider? (Choose three) A. All user IDs are case-sensitive. B. All tenants can share the same instance of the ADSync Utility. C. If you want to run a full sync, you need to remove all backup files. D. Ideally, the synchronization process should be run once every day. E. All directory servers should be mapped to the same instance of the ADSync Utility. Question 23 For single sign-on (SSO), which protocol does CA Cloud Service Management support? A. Web Services Federation Language (WS-Federation) B. Security Assertion Markup Language (SAML) 1.0 C. SAML 2.0 D. OAuth2 Question 24 CA Cloud Service Management provides out-of-the-box, role-based views, which: (Choose two) A. ensure that non-self-service users can see all sections and details of tickets. B. enable each of the five ticket types to be handled differently while displaying ticket details to users. C. offer a standard view that can be copied and modified by a slice administrator to create additional views based on the needs of the slice. D. ensure that a user can view details of a ticket based on the main role that the administrator assigns to that user. 13

18 Question 25 To control how self-service users view ticket attachments, which actions can you perform on an attachment? (Choose two) A. Mark it as private. B. Hide it from end users. C. Specify that it is non-global. D. Add it as a URL instead of as a file. 14

19 Answers Question 1 = D Question 2 = B Question 3 = A Question 4 = C and D Question 5 = C Question 6 = A Question 7 = A Question 8 = B Question 9 = C Question 10 = C Question 11 = D Question 12 = A and D Question 13 = A, C, and D Question 14 = A, D, and E Question 15 = C Question 16 = B and D Question 17 = B and D Question 18 = C Question 19 = A and D Question 20 = B, C, and E Question 21 = A, C, and E Question 22 = A, C, and D Question 23 = C Question 24 = B and C Question 25 = A and B 15

CA Cloud Service Management (Nimsoft Service Desk) Implementation Proven Professional Exam

CA Cloud Service Management (Nimsoft Service Desk) Implementation Proven Professional Exam CA Cloud Service Management (Nimsoft Service Desk) Implementation Proven Professional Exam (CAT-520) Study Guide Version 1.1 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA

More information

CA Performance Management r2.x Implementation Proven Professional Exam

CA Performance Management r2.x Implementation Proven Professional Exam CA Performance Management r2.x Implementation Proven Professional Exam (CAT-440) Study Guide Version 1.4 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA confidential & proprietary

More information

CA Service Desk Manager r12.x Professional Exam (CAT-180) Study Guide Version 1.2

CA Service Desk Manager r12.x Professional Exam (CAT-180) Study Guide Version 1.2 CA Service Desk Manager r12.x Professional Exam (CAT-180) Study Guide Version 1.2 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials (hereinafter referred to as the Materials ) are

More information

CA Application Performance Management r9.x Implementation Proven Professional Exam

CA Application Performance Management r9.x Implementation Proven Professional Exam CA Application Performance Management r9.x Implementation Proven Professional Exam (CAT-100) Version 1.3 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials (hereinafter referred to

More information

CA ehealth r6.x Implementation Proven Professional Exam

CA ehealth r6.x Implementation Proven Professional Exam CA ehealth r6.x Implementation Proven Professional Exam (CAT-020) Study Guide Version 1.2 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA confidential & proprietary information.

More information

CA PPM 14.x Business Analyst Certification Exam

CA PPM 14.x Business Analyst Certification Exam CA PPM 14.x Business Analyst Certification Exam (CAT-242) Study Guide Version 1.0 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA confidential & proprietary information. For

More information

CA Single Sign-On r12.x (CA SiteMinder) Implementation Proven Professional Exam

CA Single Sign-On r12.x (CA SiteMinder) Implementation Proven Professional Exam CA Single Sign-On r12.x (CA SiteMinder) Implementation Proven Professional Exam (CAT-140) Version 1.4 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials (hereinafter referred to as

More information

CA Clarity PPM v13.x Business Analyst Exam

CA Clarity PPM v13.x Business Analyst Exam CA Clarity PPM v13.x Business Analyst Exam (CAT-241) Version 1.2 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials (hereinafter referred to as the Materials ) are for the end user

More information

CA ARCserve Backup r16.x Professional Exam (CAT-360) Study Guide Version 1.1

CA ARCserve Backup r16.x Professional Exam (CAT-360) Study Guide Version 1.1 (CAT-360) Version 1.1 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials (hereinafter referred to as the Materials ) are for the end user s educational purposes only and are subject

More information

CA Privileged Identity Manager r12.x (CA ControlMinder) Implementation Proven Professional Exam

CA Privileged Identity Manager r12.x (CA ControlMinder) Implementation Proven Professional Exam CA Privileged Identity Manager r12.x (CA ControlMinder) Implementation Proven Professional Exam (CAT-480) Study Guide Version 1.5 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials

More information

CA Process Automation r4.x Implementation Proven Professional Exam

CA Process Automation r4.x Implementation Proven Professional Exam CA Process Automation r4.x Implementation Proven Professional Exam (CAT-500) Study Guide Version 1.2 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA confidential & proprietary

More information

CA Clarity PPM v13.x Implementation Proven Professional Exam

CA Clarity PPM v13.x Implementation Proven Professional Exam CA Clarity PPM v13.x Implementation Proven Professional Exam (CAT-221) Version 1.4 PROPRIETARY AND CONFIDENTIAL INFMATION - These educational materials (hereinafter referred to as the Materials ) are for

More information

CA Nimsoft Service Desk

CA Nimsoft Service Desk CA Nimsoft Service Desk Rapid Workflow Implementation Guide 7.13.7 Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and is subject

More information

Fixes for CrossTec ResQDesk

Fixes for CrossTec ResQDesk Fixes for CrossTec ResQDesk Fixes in CrossTec ResQDesk 5.00.0006 December 2, 2014 Resolved issue where the list of Operators on Category was not saving correctly when adding multiple Operators. Fixed issue

More information

Security Assertion Markup Language (SAML) Site Manager Setup

Security Assertion Markup Language (SAML) Site Manager Setup Security Assertion Markup Language (SAML) Site Manager Setup Trademark Notice Blackboard, the Blackboard logos, and the unique trade dress of Blackboard are the trademarks, service marks, trade dress and

More information

Administration Guide for the System Center Cloud Services Process Pack

Administration Guide for the System Center Cloud Services Process Pack Administration Guide for the System Center Cloud Services Process Pack Microsoft Corporation Published: May 7, 2012 Author Kathy Vinatieri Applies To System Center Cloud Services Process Pack This document

More information

Active Directory Self-Service FAQ

Active Directory Self-Service FAQ Active Directory Self-Service FAQ General Information: info@cionsystems.com Online Support: support@cionsystems.com CionSystems Inc. Mailing Address: 16625 Redmond Way, Ste M106 Redmond, WA. 98052 http://www.cionsystems.com

More information

Cloud. Hosted Exchange Administration Manual

Cloud. Hosted Exchange Administration Manual Cloud Hosted Exchange Administration Manual Table of Contents Table of Contents... 1 Table of Figures... 4 1 Preface... 6 2 Telesystem Hosted Exchange Administrative Portal... 7 3 Hosted Exchange Service...

More information

Connected Data. Connected Data requirements for SSO

Connected Data. Connected Data requirements for SSO Chapter 40 Configuring Connected Data The following is an overview of the steps required to configure the Connected Data Web application for single sign-on (SSO) via SAML. Connected Data offers both IdP-initiated

More information

CA Nimsoft Service Desk

CA Nimsoft Service Desk CA Nimsoft Service Desk Configure Outbound Web Services 7.13.7 Legal Notices Copyright 2013, CA. All rights reserved. Warranty The material contained in this document is provided "as is," and is subject

More information

Microsoft Office 365 from Vodafone. Administrator s Guide for Midsize Businesses and Enterprises

Microsoft Office 365 from Vodafone. Administrator s Guide for Midsize Businesses and Enterprises Microsoft Office 365 from Vodafone Administrator s Guide for Midsize Businesses and Enterprises Contents Footer bar Return to contents page Go to next of section Return to start of section Previous page

More information

SAP NetWeaver AS Java

SAP NetWeaver AS Java Chapter 75 Configuring SAP NetWeaver AS Java SAP NetWeaver Application Server ("AS") Java (Stack) is one of the two installation options of SAP NetWeaver AS. The other option is the ABAP Stack, which is

More information

Vector HelpDesk - Administrator s Guide

Vector HelpDesk - Administrator s Guide Vector HelpDesk - Administrator s Guide Vector HelpDesk - Administrator s Guide Configuring and Maintaining Vector HelpDesk version 5.6 Vector HelpDesk - Administrator s Guide Copyright Vector Networks

More information

CA Nimsoft Service Desk

CA Nimsoft Service Desk CA Nimsoft Service Desk Single Sign-On Configuration Guide 6.2.6 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation

More information

Quick Start Guide. 1 Copyright 2014 Samanage www.samanage.com

Quick Start Guide. 1 Copyright 2014 Samanage www.samanage.com Quick Start Guide 1 Copyright 2014 Samanage www.samanage.com Table of Contents Introduction 3 Organization 4-6 Users 7-9 Asset Deployment 10 Self-Service Portal 11-13 Service Desk 14-16 Email Settings

More information

Managing users. Account sources. Chapter 1

Managing users. Account sources. Chapter 1 Chapter 1 Managing users The Users page in Cloud Manager lists all of the user accounts in the Centrify identity platform. This includes all of the users you create in the Centrify for Mobile user service

More information

CA Performance Center

CA Performance Center CA Performance Center Single Sign-On User Guide 2.4 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the Documentation ) is

More information

Oracle Taleo Enterprise Scheduling Center Configuration Guide

Oracle Taleo Enterprise Scheduling Center Configuration Guide Oracle Taleo Enterprise Scheduling Center Configuration Guide Feature Pack 15A Part Number: E64232-01 June 19, 2015 Scheduling Center Configuration Guide Part Number: E64232-01 Copyright 2015, Oracle and/or

More information

NCID User Guide Version 1.8. Office of Information Technology Services As of July 26, 2011

NCID User Guide Version 1.8. Office of Information Technology Services As of July 26, 2011 NCID User Guide Version 1.8 Office of Information Technology Services As of July 26, 2011 Document History Version Change Reference Date Author 1.0 Initial draft release 9/16/10 Heather Ferrie Update w/

More information

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG...

Table of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... 11 Raising a Service Request... 12 Edit the Service Request...

More information

SERVICE DESK MANAGEMENT REPORTS

SERVICE DESK MANAGEMENT REPORTS SERVICE DESK MANAGEMENT REPORTS 1.2.1 Incident Category Report The report shows the breakdown of closed incident requests by category and provides an indicator of volume and duration, for each category.

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Application Setup help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Application Setup help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Application Setup help topics for printing Document Release Date: December 2014 Software Release Date: December

More information

Advanced Configuration Steps

Advanced Configuration Steps Advanced Configuration Steps After you have downloaded a trial, you can perform the following from the Setup menu in the MaaS360 portal: Configure additional services Configure device enrollment settings

More information

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9.

HP Service Manager. Service Desk help topics for printing. For the supported Windows and UNIX operating systems. Software Version: 9. HP Service Manager For the supported Windows and UNIX operating systems Software Version: 9.32 Service Desk help topics for printing Document Release Date: August 2013 Software Release Date: August 2013

More information

Configuring SuccessFactors

Configuring SuccessFactors Chapter 117 Configuring SuccessFactors The following is an overview of the steps required to configure the SuccessFactors Enterprise Edition Web application for single sign-on (SSO) via SAML. SuccessFactors

More information

Configuring. SuccessFactors. Chapter 67

Configuring. SuccessFactors. Chapter 67 Chapter 67 Configuring SuccessFactors The following is an overview of the steps required to configure the SuccessFactors Enterprise Edition Web application for single sign-on (SSO) via SAML. SuccessFactors

More information

Getting Started Guide

Getting Started Guide Getting Started Guide Before you Begin ITE Itil Express Service Management Software is a web based tool that helps you manage your IT Department and user relationships from a single point. It offers best

More information

User Guide. Version R91. English

User Guide. Version R91. English AuthAnvil User Guide Version R91 English August 25, 2015 Agreement The purchase and use of all Software and Services is subject to the Agreement as defined in Kaseya s Click-Accept EULATOS as updated from

More information

User's Guide. Product Version: 2.5.0 Publication Date: 7/25/2011

User's Guide. Product Version: 2.5.0 Publication Date: 7/25/2011 User's Guide Product Version: 2.5.0 Publication Date: 7/25/2011 Copyright 2009-2011, LINOMA SOFTWARE LINOMA SOFTWARE is a division of LINOMA GROUP, Inc. Contents GoAnywhere Services Welcome 6 Getting Started

More information

SP-initiated SSO for Smartsheet is automatically enabled when the SAML feature is activated.

SP-initiated SSO for Smartsheet is automatically enabled when the SAML feature is activated. Chapter 87 Configuring Smartsheet The following is an overview of the steps required to configure the Smartsheet Web application for single sign-on (SSO) via SAML. Smartsheet offers both IdP-initiated

More information

Configuring. SugarCRM. Chapter 121

Configuring. SugarCRM. Chapter 121 Chapter 121 Configuring SugarCRM The following is an overview of the steps required to configure the SugarCRM Web application for single sign-on (SSO) via SAML. SugarCRM offers both IdP-initiated SAML

More information

CA Spectrum and CA Service Desk

CA Spectrum and CA Service Desk CA Spectrum and CA Service Desk Integration Guide CA Spectrum 9.4 / CA Service Desk r12 and later This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter

More information

CA Agile Vision and CA Product Vision. Administration Guide

CA Agile Vision and CA Product Vision. Administration Guide CA Agile Vision and CA Product Vision Administration Guide Winter 2011 This documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as the

More information

Easy Manage Helpdesk Guide version 5.4

Easy Manage Helpdesk Guide version 5.4 Easy Manage Helpdesk Guide version 5.4 Restricted Rights Legend COPYRIGHT Copyright 2011 by EZManage B.V. All rights reserved. No part of this publication or software may be reproduced, transmitted, stored

More information

Administering Avaya one-x Agent with Central Management

Administering Avaya one-x Agent with Central Management Administering Avaya one-x Agent with Central Management Release 2.0 November 2009 2009 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Service Desk help topics for printing Document Release Date: July 2014 Software Release Date: July 2014 Legal

More information

Configuring Parature Self-Service Portal

Configuring Parature Self-Service Portal Configuring Parature Self-Service Portal Chapter 2 The following is an overview of the steps required to configure the Parature Self-Service Portal application for single sign-on (SSO) via SAML. Parature

More information

NMS300 Network Management System

NMS300 Network Management System NMS300 Network Management System User Manual June 2013 202-11289-01 350 East Plumeria Drive San Jose, CA 95134 USA Support Thank you for purchasing this NETGEAR product. After installing your device, locate

More information

WatchDox Administrator's Guide. Application Version 3.7.5

WatchDox Administrator's Guide. Application Version 3.7.5 Application Version 3.7.5 Confidentiality This document contains confidential material that is proprietary WatchDox. The information and ideas herein may not be disclosed to any unauthorized individuals

More information

Taleo Enterprise. Taleo Scheduling Center Configuration Guide

Taleo Enterprise. Taleo Scheduling Center Configuration Guide Taleo Enterprise Taleo Scheduling Center Feature Pack 12B April 26, 2012 Confidential Information and Notices Confidential Information The recipient of this document (hereafter referred to as "the recipient")

More information

EMC Documentum Webtop

EMC Documentum Webtop EMC Documentum Webtop Version 6.5 User Guide P/N 300 007 239 A01 EMC Corporation Corporate Headquarters: Hopkinton, MA 01748 9103 1 508 435 1000 www.emc.com Copyright 1994 2008 EMC Corporation. All rights

More information

Sophos Mobile Control Super administrator guide. Product version: 3

Sophos Mobile Control Super administrator guide. Product version: 3 Sophos Mobile Control Super administrator guide Product version: 3 Document date: January 2013 Contents 1 About Sophos Mobile Control...3 2 Super administrator accounts...4 3 The super administrator customer...5

More information

Administering Google Apps & Chromebooks for Education

Administering Google Apps & Chromebooks for Education Administering Google Apps & Chromebooks for Education February 4, 2016 Edward Doan @edwardd / google.com/+edwarddoan customer quotes and snippets It s almost this easy. also highlight customer map? Google

More information

User Manual for Web. Help Desk Authority 9.0

User Manual for Web. Help Desk Authority 9.0 User Manual for Web Help Desk Authority 9.0 2011ScriptLogic Corporation ALL RIGHTS RESERVED. ScriptLogic, the ScriptLogic logo and Point,Click,Done! are trademarks and registered trademarks of ScriptLogic

More information

Site Administrator Guide

Site Administrator Guide Site Administrator Guide Trademark Notice Blackboard, the Blackboard logos, and the unique trade dress of Blackboard are the trademarks, service marks, trade dress and logos of Blackboard, Inc. All other

More information

Siebel Performance Management Guide. Version 7.8, Rev. A April 2005

Siebel Performance Management Guide. Version 7.8, Rev. A April 2005 Siebel Performance Management Guide Version 7.8, Rev. A April 2005 Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404 Copyright 2005 Siebel Systems, Inc. All rights reserved. Printed

More information

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing

HP Service Manager. Software Version: 9.34 For the supported Windows and UNIX operating systems. Incident Management help topics for printing HP Service Manager Software Version: 9.34 For the supported Windows and UNIX operating systems Incident Management help topics for printing Document Release Date: July 2014 Software Release Date: July

More information

ServiceNow Certified System Administrator. Examination Specifications

ServiceNow Certified System Administrator. Examination Specifications ServiceNow Certified System Administrator Examination Specifications Certified System Administrator Introduction This ServiceNow Certified System Administrator Exam Specification defines the purpose, audience,

More information

Dell Active Administrator 7.5. User Guide

Dell Active Administrator 7.5. User Guide Dell Active Administrator 7.5 2015 Dell Inc. ALL RIGHTS RESERVED. This guide contains proprietary information protected by copyright. The software described in this guide is furnished under a software

More information

ADP Workforce Now Security Guide. Version 2.0-1

ADP Workforce Now Security Guide. Version 2.0-1 ADP Workforce Now Security Guide Version 2.0-1 ADP Trademarks The ADP logo, ADP, and ADP Workforce Now are registered trademarks of ADP, Inc. Third-Party Trademarks Microsoft, Windows, and Windows NT are

More information

HP Service Manager. Service Request Catalog (SRC) Tips & Tricks Document

HP Service Manager. Service Request Catalog (SRC) Tips & Tricks Document HP Service Manager Service Request Catalog (SRC) Tips & Tricks Document (note: in process of updating to support v 9.32) 1 The HP Service Request Catalog (SRC) is a more robust and user- friendly version

More information

User Management Tool 1.5

User Management Tool 1.5 User Management Tool 1.5 2014-12-08 23:32:23 UTC 2014 Citrix Systems, Inc. All rights reserved. Terms of Use Trademarks Privacy Statement Contents User Management Tool 1.5... 3 ShareFile User Management

More information

CA Nimsoft Monitor. Probe Guide for CA ServiceDesk Gateway. casdgtw v2.4 series

CA Nimsoft Monitor. Probe Guide for CA ServiceDesk Gateway. casdgtw v2.4 series CA Nimsoft Monitor Probe Guide for CA ServiceDesk Gateway casdgtw v2.4 series Copyright Notice This online help system (the "System") is for your informational purposes only and is subject to change or

More information

Salesforce Customer Portal Implementation Guide

Salesforce Customer Portal Implementation Guide Salesforce Customer Portal Implementation Guide Salesforce, Winter 16 @salesforcedocs Last updated: December 10, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered

More information

Cloud Services ADM. Agent Deployment Guide

Cloud Services ADM. Agent Deployment Guide Cloud Services ADM Agent Deployment Guide 10/15/2014 CONTENTS System Requirements... 1 Hardware Requirements... 1 Installation... 2 SQL Connection... 4 AD Mgmt Agent... 5 MMC... 7 Service... 8 License

More information

Introduction to Directory Services

Introduction to Directory Services Introduction to Directory Services Overview This document explains how AirWatch integrates with your organization's existing directory service such as Active Directory, Lotus Domino and Novell e-directory

More information

NCID Administration Guide Version 2.9. Office of Information Technology Services As of July 3, 2012

NCID Administration Guide Version 2.9. Office of Information Technology Services As of July 3, 2012 NCID Administration Guide Version 2.9 Office of Information Technology Services As of July 3, 2012 Document History Version Change Reference Date Author 1.0 Initial draft release 5/11/10 Heather Ferrie

More information

CA Performance Center

CA Performance Center CA Performance Center Managed Service Provider Guide Version Release 2.3.00 This Documentation, which includes embedded help systems and electronically distributed materials, (hereinafter referred to as

More information

AVG Business SSO Partner Getting Started Guide

AVG Business SSO Partner Getting Started Guide AVG Business SSO Partner Getting Started Guide Table of Contents Overview... 2 Getting Started... 3 Web and OS requirements... 3 Supported web and device browsers... 3 Initial Login... 4 Navigation in

More information

CA Clarity Project & Portfolio Manager

CA Clarity Project & Portfolio Manager CA Clarity Project & Portfolio Manager Connector for CA Unicenter Service Desk & CA Software Change Manager for Distributed Product Guide v2.0.00 This documentation, which includes embedded help systems

More information

Configuration Guide. BES12 Cloud

Configuration Guide. BES12 Cloud Configuration Guide BES12 Cloud Published: 2016-04-08 SWD-20160408113328879 Contents About this guide... 6 Getting started... 7 Configuring BES12 for the first time...7 Administrator permissions you need

More information

Email Data Protection. Administrator Guide

Email Data Protection. Administrator Guide Email Data Protection Administrator Guide Email Data Protection Administrator Guide Documentation version: 1.0 Legal Notice Legal Notice Copyright 2015 Symantec Corporation. All rights reserved. Symantec,

More information

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide

Dell KACE K1000 System Management Appliance Version 5.4. Service Desk Administrator Guide Dell KACE K1000 System Management Appliance Version 5.4 Service Desk Administrator Guide October 2012 2004-2012 Dell Inc. All rights reserved. Reproduction of these materials in any manner whatsoever without

More information

Email Protection for your account

Email Protection for your account User Guide Revision A SaaS Email Protection Email Protection for your account The Email Protection service works in the cloud to protect your email account from spam, viruses, worms, phishing scams, and

More information

SourceForge Enterprise Edition 4.4 SP1 User Guide

SourceForge Enterprise Edition 4.4 SP1 User Guide SourceForge Enterprise Edition 4.4 SP1 User Guide SourceForge Enterprise Edition 4.4, Service Pack 1 Part Number: 98-0063 Last Revision: January 2008 Copyright 2008 CollabNet, Inc. All rights reserved.

More information

HP Software as a Service. Federated SSO Guide

HP Software as a Service. Federated SSO Guide HP Software as a Service Federated SSO Guide Document Release Date: July 2014 Legal Notices Warranty The only warranties for HP products and services are set forth in the express warranty statements accompanying

More information

User Guide. DocAve Lotus Notes Migrator for Microsoft Exchange 1.1. Using the DocAve Notes Migrator for Exchange to Perform a Basic Migration

User Guide. DocAve Lotus Notes Migrator for Microsoft Exchange 1.1. Using the DocAve Notes Migrator for Exchange to Perform a Basic Migration User Guide DocAve Lotus Notes Migrator for Microsoft Exchange 1.1 Using the DocAve Notes Migrator for Exchange to Perform a Basic Migration This document is intended for anyone wishing to familiarize themselves

More information

Ajera 7 Installation Guide

Ajera 7 Installation Guide Ajera 7 Installation Guide Ajera 7 Installation Guide NOTICE This documentation and the Axium software programs may only be used in accordance with the accompanying Axium Software License and Services

More information

User s Guide for the Texas Assessment Management System

User s Guide for the Texas Assessment Management System User s Guide for the Texas Assessment Management System Version 8.3 Have a question? Contact Pearson s Austin Operations Center. Call 800-627-0225 for technical support Monday Friday, 7:30 am 5:30 pm (CT),

More information

Learning Series. Volume 12: Configuration

Learning Series. Volume 12: Configuration Learning Series Volume 12: Configuration NOTICES ServicePRO Learning Series Edition November 2014 HelpSTAR and ServicePRO are registered trademarks of Help Desk Technology International Corporation. This

More information

Amicus Link Guide: Outlook/Exchange E-mail

Amicus Link Guide: Outlook/Exchange E-mail Amicus Link Guide: Outlook/Exchange E-mail Applies to: Amicus Premium 2015 Synchronize your Amicus and Outlook e-mail. Choose a client-side link with your local Microsoft Outlook or a Server-side link

More information

Polar Help Desk 4.1. User s Guide

Polar Help Desk 4.1. User s Guide Polar Help Desk 4.1 User s Guide Copyright (legal information) Copyright Polar 1995-2005. All rights reserved. The information contained in this document is proprietary to Polar and may not be used or

More information

RSA Authentication Manager 8.1 Help Desk Administrator s Guide

RSA Authentication Manager 8.1 Help Desk Administrator s Guide RSA Authentication Manager 8.1 Help Desk Administrator s Guide Contact Information Go to the RSA corporate website for regional Customer Support telephone and fax numbers: www.emc.com/domains/rsa/index.htm

More information

Identity Implementation Guide

Identity Implementation Guide Identity Implementation Guide Version 35.0, Winter 16 @salesforcedocs Last updated: October 27, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark of

More information

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing

HP Service Manager. Software Version: 9.40 For the supported Windows and Linux operating systems. Service Desk help topics for printing HP Service Manager Software Version: 9.40 For the supported Windows and Linux operating systems Service Desk help topics for printing Document Release Date: December 2014 Software Release Date: December

More information

Chatter Answers Implementation Guide

Chatter Answers Implementation Guide Chatter Answers Implementation Guide Salesforce, Summer 16 @salesforcedocs Last updated: May 27, 2016 Copyright 2000 2016 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark

More information

Service Asset & Configuration Management PinkVERIFY

Service Asset & Configuration Management PinkVERIFY -11-G-001 General Criteria Does the tool use ITIL 2011 Edition process terms and align to ITIL 2011 Edition workflows and process integrations? -11-G-002 Does the tool have security controls in place to

More information

For details about using automatic user provisioning with Salesforce, see Configuring user provisioning for Salesforce.

For details about using automatic user provisioning with Salesforce, see Configuring user provisioning for Salesforce. Chapter 41 Configuring Salesforce The following is an overview of how to configure the Salesforce.com application for singlesign on: 1 Prepare Salesforce for single sign-on: This involves the following:

More information

Microsoft Project Server 2010 Administrator's Guide

Microsoft Project Server 2010 Administrator's Guide Microsoft Project Server 2010 Administrator's Guide 1 Copyright This document is provided as-is. Information and views expressed in this document, including URL and other Internet Web site references,

More information

Administration Guide. BlackBerry Enterprise Service 12. Version 12.0

Administration Guide. BlackBerry Enterprise Service 12. Version 12.0 Administration Guide BlackBerry Enterprise Service 12 Version 12.0 Published: 2015-01-16 SWD-20150116150104141 Contents Introduction... 9 About this guide...10 What is BES12?...11 Key features of BES12...

More information

Chatter Answers Implementation Guide

Chatter Answers Implementation Guide Chatter Answers Implementation Guide Salesforce, Winter 16 @salesforcedocs Last updated: October 16, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark

More information

Staff Management WalkThrough

Staff Management WalkThrough PRACTICE CS Staff Management WalkThrough version 2014.x.x TL 27718a (1/16/2015) Copyright Information Text copyright 2004 2015 by Thomson Reuters. All rights reserved. Video display images copyright 2004

More information

1. What are the System Requirements for using the MaaS360 for Exchange ActiveSync solution?

1. What are the System Requirements for using the MaaS360 for Exchange ActiveSync solution? MaaS360 FAQs This guide is meant to help answer some of the initial frequently asked questions businesses ask as they try to figure out the who, what, when, why and how of managing their smartphone devices,

More information

BEST PRACTICES EMAIL ARCHIVE in contentaccess version 2.5

BEST PRACTICES EMAIL ARCHIVE in contentaccess version 2.5 BEST PRACTICES EMAIL ARCHIVE in contentaccess version 2.5 Use case: Email Archive configuration for companies with up to 2,000 mailboxes This document gives you an overview how to configure email archive

More information

The Electronic Voting System - EVS

The Electronic Voting System - EVS The Electronic Voting System - EVS The electronic voting system is based on the MSU surveys application. Its primary purpose is to allow the MSU community to vote on a variety of issues, membership or

More information

ITIL KB Documentation

ITIL KB Documentation ITIL KB Documentation Published: April 21, 2014 Table of Contents PROJECT STATEMENT 1 INTRODUCTION 1 GROUPS AND TEAMS 2 TERMINOLOGY 2 GROUPS 2 TEAMS 5 Teams Table is Special 5 Managing Team Membership

More information

Avaya Mailbox Manager and Unimax 2nd Nature A Comparison

Avaya Mailbox Manager and Unimax 2nd Nature A Comparison Unifying Voice Administration Technical Brief Avaya Mailbox Manager and Unimax 2nd Nature A Comparison SUPPORT FOR MAILBOX MANAGER WILL END WITH M O D U L A R M E S S A G I N G 5. 1. U N D E R S TA N D

More information

Installing Microsoft Exchange Integration for LifeSize Control

Installing Microsoft Exchange Integration for LifeSize Control Installing Microsoft Exchange Integration for LifeSize Control September 2005 Part Number 132-00002-001, Version 1.1 Copyright Notice Copyright 2005 LifeSize Communications. All rights reserved. LifeSize

More information

Configuring Salesforce

Configuring Salesforce Chapter 94 Configuring Salesforce The following is an overview of how to configure the Salesforce.com application for singlesign on: 1 Prepare Salesforce for single sign-on: This involves the following:

More information

How to Configure Entourage 2008 for Email Client

How to Configure Entourage 2008 for Email Client How to Configure Entourage 2008 for Email Client Introduction (Revised 04/28/11) LAUSD IT Helpdesk 333 S. Beaudry Ave. 9 th Floor Phone 213.241.5200 Before you configure Microsoft Entourage 2008 E-mail

More information