Trouble Management Process Implementation

Duration 2 days
Target Audience IT / System Administrators
Course Level Entry
Training Method Classroom, instructor-led, hands-on

 

Trouble Management Process Implementation course will advance users / system administrators on how to utilize NeTkT in the best possible manner to adequately fit to the organization’s business rules, to maximize the benefits from NeTkT’s flexibility. In addition the participants will be trained on the groups and users management and other administrative tasks.

 

  • Objectives & Outline

    Course graduates will be able to configure and implement the trouble resolution process, from trouble ticket creation and modification through tracking, resolution, and closure, using NeTkT Configuration Console.

    Course Outline:

    • Introduce NeTkT architecture and key features.
    • Review Remedy ARS infrastructure main concepts.
    • Describe the generic trouble management process.
    • Review trouble tickets main characteristics.
    • Review NeTkT tools and mechanisms.
    • Introduce NeTkT configuration console.
    • Implement business rules within the trouble management process.
    • Describe NeTkT security and authorization mechanism.
    • Define NeTkT groups and users.
    • Define notification and escalation rules.

  • Complementary Courses

    NeTkT: Trouble Tickets Management

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

     

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