DISCOVERY E-LEARNING

Transcription

1 Discovery E-Learning 2010 LEVERIT [Training plans.] E-LEARNING LeverIT Page 1

2 LEVEL 0 INTRODUCTION TO A. INTRODUCTION 1. General Characteristics. 2. Versions of the Program. 3. General information about the functioning of the platform: Information about the Server and Agent. 1. PAPERS: Description of the different versions. Introduction to Discovery. Introduction to ServiceDESK. Discovery Users with an operative profile**: It executes the deployment tasks of the Discovery agent in the local network. It updates the customer s stations. ServiceDesk Advisor in first level* Discovery Users with Administrator profile**: Execution of remote operations through the use of Discovery tools. remote control administration of policies Management of the Knowledge Base* ServiceDESK support in second level* Execution of administrative tasks assigned by the general administrator. Discovery Users with Super Administrator profile (SuperUser)** Administration of information views. remote control administration of policies Information Management: Reports Editing and Software Translator. Alarms Management. tasks for execution of commands. Administration of Information from Configuration and Editing of * If ServiceDESK functions applied. ** The functions for each kind of user may vary according to every company s needs. After having studied and understood the information provided in this level, students will be able to understand and recognize characteristics and differences among the different versions of Discovery, apart from understanding the general functioning of the Discovery platform. LeverIT Page 2

3 LEVEL 1 INSTALLATION OF THE PLATFORM A. INSTALLATION OF THE SERVER: 1. Basic Aspects of the implementation: Things to bear in mind for the implementation of Discovery when it comes to infrastructure. 2. Installation of the Server. 3. Registration of the Server. 4. General Description of the services given by the Server and Start of the configuration of Agent. 1. E-LEARNING (WORKSHOPS): INSTALLATION OF THE SERVER. CONFIGURATION OF THE AGENT. 2. BOOKS: Installation in ACCESS DB. Installation of SQL DB. Installation of ORACLE DB. Configuration of Agent (Module: configuration of Agents Agent Config) Discovery Users with operative profile**: It executes deployment tasks of the Discovery agent in the local network. It updates the customer s stations. ServiceDesk advisor in first level* * If ServiceDESK functions applied. ** The functions for each type of user may vary according to each company s needs. After going through the analysis of the information and the workshops given in this level, students should be able to: Install Discovery Server and activate it. Configure and install Discovery Agent in both Windows and Linux. Install Discovery s remote consoles. Remote installer module Installation of Agent in Windows. (module of ) installation of the Discovery Agent in Linux. Installation of Discovery s remote console LeverIT Page 3

4 LEVEL 2 SERVICES GIVEN BY SERVER A. BASIC FUNCTIONS AND ADMINISTRATION OF THE SERVICES GIVEN BY THE SERVER: 1. DATASERVTASKDIS Dataserv 2. SCHEDULERTASK Scheduler 3. KEEPERTASK Keeper 4. TRANSPORT Transport Bridge 5. SLEEPY 1. E-LEARNING (WORKSHOPS): There are no workshops in this level, but the use of the functions in the Administration of Discovery Platform Level is included. 2. BOOKS: services given by the Discovery Server. Discovery Users with Administrator profile**: Execution of remote operations through Discovery tools. remote control administration of policies Management of Knowledge Base* ServiceDESK support in second level* Execution of administrative tasks assigned b the general administrator. Discovery Users with Super Administrator profile (SuperUser)** Administration of information sights. remote control administration of policies Information Management: Reports Editing and Software Translator. Alarms Management. tasks for commands execution. Administration of the Information from Configuration and editing of the After having studied and understood the information provided in this level, students should be able to administrate the functions available in the services given by the Discovery Server and to understand its applications for the administration of the Discovery platform. * If ServiceDESK functions applied. ** The functions for each type of user may vary according to each company s needs. LeverIT Page 4

5 LEVEL 3 ADMINISTRATION OF THE PLATFORM A. ADMINISTRATION OF THE CONSOLE: 1. Entering the console 2. Description of the Discovery Hawk console: Browser windows, cells and graphics options. Browser tools, cells and graphic. 3. Files. Characteristics and functions of each file inside the administration console. Information Administration. Dashboard. DataBase. Reports. Administration. Functions (CPU elimination, Users Administration, Remote Control, Policies). Remote Support. Tools Remote Support Configuration. SQL. Translator. Alarms. ServiceDESK. *Only general information regarding contents. For more information, go to ServiceDESK administration manual. B. SURVEY: 1. Generalities and functions. 2. Design and application 3. Changes and editing of the survey. C. INFORMATION MANAGEMENT: 1. Information Views: Creations of searches and editable files. Views Modification. 2. Reports Creation. 3. Creation of Dynamic 1. E-LEARNING (WORKSHOPS): ADMINISTRATION OF USERS, GROUPS AND PROFILES. REMOTE SUPPORT: CONTROL AND REMOTE OPERATIONS. INFORMATION VIEWS. EDITABLE FILES. DYNAMIC GRAPHICS (DASHBOARD) REPORTS (RTF). SURVEY DESIGN. ALARMS. Alarms for changes in a DataBase Advanced Alarms (events) POLICIES. 2. BOOKS: Administration of console. Survey design. Discovery commands. Policy module. Discovery Users with Administrator profile**: Execution of remote operation through Discovery tools. remote control administration of policies Management of Knowledge Base * ServiceDESK support in second level * Execution of administrative tasks assigned by the general administrator. Discovery Users with Super Administrator profile (SuperUser)** Administration of information views. remote control administration of policies Information Management: Reports Editing and Software Translator. Alarms Management. tasks for commands execution. Administration of Information from After finishing with the workshops and the analysis of the information given, students should be able to administrate platform, understand the functions of the Service and manage them according to their companies needs. LeverIT Page 5

6 Graphics (Dashboard) 4. Software Translator D. COMMANDS FOR EXECUTION OF TASKS: 1. Types of commands and applications. 2. Creation of orders. 3. Execution of commands. E. POLICIES: 1. Use of POLICY module 2. Creation of policies. 3. Application and deactivation of policies. Configuration and editing of * If functions from ServiceDESK applied. ** The functions for each type of user may vary according to every company s needs. F. ALARMS: 1. Generalities 2. Functions for alarms in the services provided by SchedulerTask KeeperTask. Configurations Notifications 3. Creation of alarms in Data Bases. 4. Creation of advanced alarms Alarm for the elimination of stations in the Data Base. Alarms related to enquiries about the system. Alarms for the execution of tasks through commands. LeverIT Page 6

7 LEVEL 4 SERVICE DESK A. SERVICEDESK FOR FINAL USER. (ICON) 1. Options of ServiceDESK for the final user: Reporting a Problem. How to Attach Files. What is happening with a Solution? Possible Solutions. Changing Users. Taking a Photo from the Screen. Recording a Video. How to record a video. Adding Comments. Playing a video. Notifications and Qualification. B. CONFIGURATION AND EDITING OF THE SERVICEDESK: 1. Advisors, groups and availability: Advisors assignation. Groups. Availability. 1. E-LEARNING (WORKSHOPS): USING ICON ADVISORS, GROUPS AND AVAILABILITY. SCHEDULES AND AVAILABILITY. CONFIGURATION OF KNOWLEDGE. SLAs MANAGEMENT. OPERATIONS WITH REPORTS. QUALIFICATION OF REPORTS (SERVICEDESK ADMINISTRATOR ). REPORTS SUPPORT (SERVICEDESK ADVISOR) 2. BOOKS: Final User s Manual for ServiceDESK (web) ServiceDESK Administration. 1. Discovery Users with ServiceDESK Advisor profile (Reports Support in first level)*. 2. Discovery Users with ServiceDESK Administrator profile (In charge of the Solutions for ServiceDESK and/or reports support with advanced operations tickets transfer, pauses)*. 3. ServiceDESK Super Administrators (In charge of the administration of information from ServiceDESK and Configuration and Editing of ServiceDESK)*. * The functions for each type of user may vary according to every company s needs. After finishing with the workshops and the analysis of the information provided in this level, students should be able to: Final User: Use the available options in the Help and Self-Help icons. Users Administrators: Configure all the tasks they may be in charged of, always in consideration with their own company s needs and supervise reports by making use of the Tools provided by Discovery. Users Super Administrators: Administer ServiceDESK in an efficient way, giving the final user timing and satisfactory service. 2. Schedules and Calendars: Schedules. Calendars. 3. Configuration of Knowledge: Definition of Subjects and Sub-subjects. the Knowledge Base. LeverIT Page 7

8 4. Service Level Agreements SLAs: SLAs Managemen t. Service Level. 5. Operations involving reports:. Reports assignation Nonassigned. Reports transfer. - Transferring Reports. - Pause. - Increasing Advisor level. - Assignation flow. 6. Editing of qualifications. C. REPORTS SUPPORT: 1. Interface and fields description. 2. Tools for Reports support. New Report. - Using... - Phone Report. Knowledge Base. Pause. See Last Changes. LeverIT Page 8

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