Helpdesk Solution - Administration and Configuration

Course Overview

This course includes a comprehensive overview of Altiris(R) Helpdesk Solution(TM), including Notification Server(TM), Inventory Solution(R), Carbon Copy(R) Solution, and Web Administrator for Windows(TM). You will receive hands-on experience with this software while learning how to install, configure, and perform day-to-day administrative tasks.

Audience

This course is intended for those who will be installing, configuring, and managing Helpdesk Solution.

Skills Gained

Introducing the Altiris infrastructure

• Helpdesk User Basics
• Accessing the Worker Consol and about the Worker report

Day 2 - Knowledge Base

• Helpdesk Administrator Basics
• Automatically creating contacts and incidents
• Importing Notification Server data into Helpdesk and Licensing
• About categories
• Routing rules and Notification rules
• Macros
• Resource types
• Import/export administrator data
• Introducing Notification Server
• Helpdesk Worker Basics
• Viewing and retrieving incidents
• Adding content to the knowledge base and searcing for articles
• About Helpdesk workers and about Helpdesk Queues
• Using the Altiris Agent

Day 3 - Adminstrator Advanced Topics

• Business and Validation rules
• List templates
• Notification policies
• About lookups

Helpdesk Solution - Administration and Configuration / HE597