CA Unicenter
Service Desk Training
by Ashlee Beal & William Lassiter
Agenda

ITIL

Creating a Ticket

Creating a Ticket Using a Template

Adding an Attachment to a Ticket

Sending Email Through a Ticket

Closing a Ticket

Update Existing Ticket

Adding a Knowledge Document To a Ticket

Update Existing Contact

Create New Contact

Search for Existing Request/Incident
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Trivia #1

How many phone calls does the Help
Desk answer in a month?
a.
b.
c.
d.
652
1,350
1,853
375
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Answer

How many phone calls does the Help
Desk answer in a month?
a.
b.
c.
d.
652
1,350
1,853
375
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4
Trivia #2

What is the average time spent
resolving a request?
a.
b.
c.
d.
1 day
48 hours
4 hours
Unknown
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Answer

What is the average time spent
resolving a request?
a.
b.
c.
d.
1 day
48 hours
4 hours
Unknown
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Trivia #3

What does ITIL stand for?
a.
b.
c.
d.
Information Testing In Illinois
Information Technology Infrastructure Library
Interesting Technical Information Library
Idealistic Thoughts In Literature
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Answer

What does ITIL stand for?
a.
b.
c.
d.
Information Testing In Illinois
Information Technology Infrastructure Library
Interesting Technical Information Library
Idealistic Thoughts In Literature
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ITIL
Information Technology Infrastructure Library
•Set of concepts and policies for managing
information technology (IT) infrastructure,
development and operations
•CA Unicenter is ITIL compatible
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Creating A Ticket
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Creating a Ticket
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Creating a Ticket
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Creating a Ticket
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Creating a Ticket
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Creating a Ticket
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Creating a Ticket
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Creating a Ticket
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Creating a Ticket
Using a Template
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Creating a Ticket
Using a Template
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Adding an Attachment
to a Ticket
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Adding an Attachment
to a Ticket
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Adding an Attachment
to a Ticket
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Adding an Attachment
to a Ticket
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Adding an Attachment
to a Ticket
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Sending Email Through Ticket
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Sending Email Through Ticket
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Sending Email Through Ticket
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Sending Email Through Ticket
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Sending Email Through Ticket
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Closing a Ticket
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Closing a Ticket
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Closing a Ticket
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Closing a Ticket
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Closing a Ticket
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Update Existing Ticket
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Update Existing Ticket
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Update Existing Ticket
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Adding a Knowledge
Document To a Ticket
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Adding a Knowledge
Document To a Ticket
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Adding a Knowledge
Document To a Ticket
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Adding a Knowledge
Document To a Ticket
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Update Existing Contact
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Update Existing Contact
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Update Existing Contact
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Create New Contact
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Create New Contact
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Create New Contact
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Search for Existing
Request/Incident
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Search for Existing
Request/Incident
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Search for Existing
Request/Incident
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Search for Existing
Request/Incident
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Search for Existing
Request/Incident
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Search for Existing
Request/Incident
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Questions?
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