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CA Service Desk Manager - Managing Knowledge

( Duration: 2 Days )

This CA Service Desk Manager - Managing Knowledge training course covers manging knowledge documents and giving permissions. In this course, you will administer the knowledge management system, populate the knowledge repository, and enhance knowledge management efficiency. These vital skills enable you to integrate knowledge withself-service so that end users can find information or resolve issues instantly, reducing the burden on the service desk, which in turn saves your organization time and money by resolving incidents more quickly.

By attending CA Service Desk Manager - Managing Knowledge workshop, delegates will learn to:

  • Optimize users’ capabilities for accessing relevant knowledge documents with the CA SDM knowledge management system
  • Populate the knowledge repository from a variety of sources
  • Create an effective environment for managing and delivering knowledge
  • Enhance the efficient operation of your knowledge management system

  • Attend a training on CA Service Desk Manager - Administration or equivalent experience

The CA Service Desk Manager - Managing Knowledge class is ideal for:

  • Application Administrators
  • Knowledge Manager/ Administrators
  • System Administrators
  • Implementation Consultants
  • IT Architects
  • Pre-Sales Consultants



Plan Successful Knowledge Mgmt Implementation

  • Define knowledge management
  • Describe the steps in the knowledge management lifecycle
  • Plan the knowledge management rollout

Access Knowledge Documents

  • Identify knowledge management users
  • Access knowledge documents as an analyst
  • Access knowledge documents as an end user

Populate the Knowledge Repository

  • Submit knowledge documents from the Self-Service web interface
  • Submit knowledge from an incident or problem ticket
  • Access submitted unpublished documents
  • Author knowledge documents
  • Create knowledge forums
  • Create a knowledge tree
  • Export and import knowledge documents
  • Deploy third-party knowledge documents

Manage the Knowledge Management Process

  • Manage the knowledge review and approval processes
  • Organize knowledge using categories
  • Establish knowledge document access permissions
  • View a knowledge base document from suggested solutions
  • View a knowledge base document from ticket timeline
  • Manage the attachments library
  • Archive and purge retired documents

Administer Knowledge Management

  • Manage document templates
  • Configure CA SDM integration
  • Examineknowledge roles
  • Configure search and general system settings
  • Create knowledge notifications
  • Configure automated policies
  • Configure federated search

Enhance Knowledge Management Efficiency

  • Manage the Knowledge Analyst scoreboard
  • Create recommended documents
  • Fine-tune keyword search
  • Configure the knowledge management schedule
  • Configure the knowledge report card
  • View standard knowledge management reports

Encarta Labs Advantage

  • One Stop Corporate Training Solution Providers for over 6,000 various courses on a variety of subjects
  • All courses are delivered by Industry Veterans
  • Get jumpstarted from newbie to production ready in a matter of few days
  • Trained more than 50,000 Corporate executives across the Globe
  • All our trainings are conducted in workshop mode with more focus on hands-on sessions

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Contact us for delivering this course as a public/open-house workshop/online training for a group of 10+ candidates.