In your IT support infrastructure, it is important that IT connects with the business it supports by presenting accurate, authoritative and consistent information tailored to the needs of end users and IT. The CA Service Desk Manager (CA SDM) knowledge management system captures FAQs, workarounds for incidents and known errors. It also provides forums for discussion and stores and publishes information for reuse. In these ways, CA SDM exponentially improves the ability of your service desk to transform information to knowledge and act smarter and faster and at a lower cost.
The course will enable you to understand the key features and values of recent CA SDM releases over the past several years. After this course, you will be able to describe the capabilities and value provided in the most recent releases of CA Service Desk Manager. You will also be able to make an informed decision about upgrading to a more current version of CA SDM. Finally, you will understand the CA Technologies service management product strategy and market trends.