Service Desk Express 9.x: Change & Configuration Management

Course Description

The purpose of this 2-day course is to provide you with the basic skills necessary to utilize the Service Desk Express Change and Configuration Management Option pack. At the completion of the module you will understand the concepts of change management, the Service Desk Express Change Management Console, RFC management and work orders in relation to RFCs.

Course Contents

·  Overview of Change and Configuration Management

·  What is Change?

·  What is ITIL?

·  How does Service Desk Express use Change and Configuration Management

·  General Configuration and usage of Change Management

Prerequisites

This course is designed for students who will be acting in the role of system or group administrator. Students should possess the following prerequisite skills:

·  Working knowledge of the Microsoft Windows User Interface

·  Working knowledge of Internet Explore

·  Basic understanding of relational database concepts is helpful