Prerequisites

This course is designed for HEAT® System Administrators or anyone responsible for administering, developing or maintaining the HEAT® system. The student should have completed the HEAT® System Administration course or have several years of hands-on HEAT® administration and maintenance. The student should have a good working knowledge of Microsoft Windows®, network operating systems and a good understanding of their organization's HEAT® database.

Who Should Attend

This Course has been developed for Service Desk Managers/Supervisors/ Coordinators, IT/IS Managers, Database Administrators and HEAT® System Administrators.

Course Description and Objectives

The Advanced HEAT® System Administration course is a four (4) day workshop that will address the more advanced HEAT® System Administration functions.

Advanced course work will include understanding Boolean criteria, advanced usage of Auto Tasks, Auto Ticket Generator (ATG), Business Process Automation module (BPAM), Answer Wizard, Manager's Console and Alert Monitor. The following areas will be covered in detail to provide a firm understanding of the HEAT® Service Management Solution:

• Understanding and using Boolean search criteria, Call Group Functions and SQL syntax within HEAT®
• Configuring and troubleshooting Business Process Automation and Advanced Rule Configuration
• Database import, export, migration and maintenance
• An introduction to FrontRange web products: HEAT® WebCenter, iHEAT, and HEAT® Self Service
• Creating custom view sets for HEAT® Self Service and configuring First Level Support within HEAT® Self Service
• Configuring HEAT® system security
• Understanding and configuring the HEAT® Link to LDAP