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BMC

Track-It! 20.x: Fundamentals Administering

This 4-day instructor-led training class is designed specifically for those responsible for installing, configuring, and managing their Track-It! products.

Attendees will learn how to apply help desk best practices to configure and manage their Track-It! products through workshop exercises.

Major release:

Track-It! 20.x

Good for:

Administrators

Course Delivery:

Instructor-Led Training (ILT) | 32 heures

Course Modules

  • Installation
    • Server Requirements
    • Client Applications
    • Audited Platforms
    • Installation Models
    • Accessing Install Files and Licenses
    • Installing Track-It!
  • Configuration Panel Basics
    • Overview / Navigation
    • Viewing License and Support Details
    • Configuring System Settings
    • Enabling Windows Authentication
    • Logging on to Track-It!
    • Configuring Operating Hours
  • User Accounts
    • Technicians vs. Requestors
    • User Account License Types
    • Technician Account Overview
    • Technician Groups Overview
    • Configuring Technician Groups
    • Technician and Group Permissions
    • Requestor Accounts Overview
    • Requestor Permissions
  • Directory Importer
    • Configuration
    • Overview and Concepts
    • Configuring Directory Service Integration
    • Configuring Multiple Domain Support
    • Setting Up Field Mappings
    • Configuring Selection and Licensing
    • Scheduling Imports
    • Running Manual Imports
  • Help Desk Configuration
    • Ticket Form Overview
    • Workflow Concepts
    • Categories & Skill Routing Setup
    • Configuring Priorities and Due Dates
    • Configuring Statuses
    • Departments and Locations
    • Configuring Activity Codes
    • Configuring Help Desk Custom Lookups
  • Workflow Automation
    • Email Conversation Overview
    • Business Rules Overview
    • Configuring Job Monitor Settings
    • Using the Business Rule Event Viewer
    • Configuring Business Rules
    • Configuring Service Level Agreements
  • Technician Portal
    • Technician Portal Overview
    • Grid View Functionality
    • Customizing Grid Views
    • Sharing Grid Views
    • Tickets & Assignments Overview
    • Parent & Child Tickets Overview
    • Configuring the Dashboard
  • Forms and Templates
    • Customizing Forms
    • Assigning Forms to Groups
    • Creating Ticket and Assignment Templates
    • Configuring Assignment Status Progression
    • Scheduling Tickets and Assignments
  • Asset Management Module
    • Overview
    • Client Management Configuration
    • Configuring Network Discovery
    • Configuring Audit Agent Deployment
    • Setting Up Asset Types
    • Working with Asset Records
    • Asset Form Overview
  • Purchasing Module
    • Overview
    • Configuring Purchasing Settings
    • Configuring Vendors
    • Configuring Master Items
    • Working with Purchase Orders
  • Change Management Module
    • Overview
    • Understanding Change Management Roles
    • Configuring Change Policies
    • Configuring Change Management
    • Notifications
    • Configuring Change Decisions by Email
    • Working with Change Requests
  • Solutions Module
    • Overview
    • Creating Topics
    • Creating Solutions
    • Searching for Solutions from a Ticket
    • Sending Solutions to Requestors
    • Linking a Solution to a Ticket
  • Reporting
    • Report Types
    • Running Reports
    • Copying and Editing Reports
    • Using the Report Wizard
    • Printing Reports
    • Exporting Reports
  • Software License Management
    • Overview
    • Creating and Managing License Types
    • Creating and Managing Publishers
    • Creating and Managing License Sources
    • Creating and Managing Software Titles
    • Linking and Unlinking Products &
    • Applications from Software Titles
    • Linking Software Licenses to Software
    • Titles