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APM / Service Desk Administration

Overview Administration of Service Desk, including configuration, user administration and all tasks associated with the administrator's console. Administration of the APM, including updating process flows and work instructions.

Duration: 2 days
Set-up Time: 1 day (Set-up can be combined with other APM/Service Desk courses if run together)
Max Attendees: 10
Audience Service Level Administrators, System Administrators

Candidate Pre-requisites: Foundation Training - Attendance of all of the other process-specific training courses is recommended.

Relevant Certifications None
Course Content
• Service Desk Administration
• Introduction
• Architectural Overview
• Terminology
• Administrator's Console
• Business Logic
• Database Rules, User Interface Rules, Actions, Applications
• Data
• Templates, Checklists, Fields, Codes, Copy Fields
• Presentation
• Forms, Views, Shortcut Bar, Search, Localised Test, Icons.
• Security
• Roles, Accounts, Auditing, Prevention
• System Settings (System Panel)
• General settings, License, Regional settings, Attachment settings, E-Mail, Report settings
• Integration Methods
• Data Exchange, Inbound & Outbound E-Mail, Service Events, Command-line, Web/Java API
• APM Administration
• Changing the Text in Graphical Elements
• Changing a Visio Drawing
• Resetting the Version Number of the Process Model
• Replacing the Alignability Logo
• Changing the Page Header Background
• Changing the Page Footer Background
• Changing the Titles of HTML Pages


Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for booking or further information.

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