Track-It! 11.1: Administering
This 3-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 BMC Track-It! products through workshop exercises.
Included in this course is an optional examination for BMC Accredited Administrator: BMC Track-It! 11.x.
Major release:
Track-It! 11.x
Recommended Prerequisites:
Good for:
Administrators
Course Delivery:
Instructor-Led | 24.00 hours
Course Modules
-
Installation
- Track-It! System Requirements
- Server Requirements
- Client Applications
- Audited Platforms
- Installation Models
- Installing Track-It!
-
Administering Technician Access
- Creating Technician Accounts
- Understanding Security Policies
- Modifying the Default Security Policy
- Creating Security Policies
- Assigning Technicians to a Security Policy
- Creating Technician Queues
-
Data Setup and Database Concepts
- Understanding Lookup Tables
- Categorizing Work Orders
- Defining Work Order Priorities
- Remaining Lookup Tables
- Other Significant Track-It! Tables
- Backing up Track-It!
-
Configuring
- Administration Console Overview
- Configuring Administration Options
- Configuring Help Desk Options
- Configuring Solutions Options
- Configuring Purchasing Options
-
Using the Directory Importer
- Directory Importer Overview
- Selecting a Directory Service
- Importing Technicians and Users while Assigning Licenses
- Understanding the Field Mapping Options
- Automating the Import Schedule
-
Setting up Workflow Automation
- Understanding Event Policies
- Creating Service Level Agreements
- Creating Skill Routing Policies
- Creating Work Order Templates
- Working with Schedule Work Orders
-
Change Management
- Change Management Overview
- Defining Different Types of Change
- Classifying Change Requests
- Understanding Change Management Roles
- Setting up Change Management Roles
- Setting up Change Management Policies
- Configuring Notifications for Change Management Events
- Customizing Notification Templates for Change Management Events
- Scheduling Notifications for Change Management Events
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Discovery and Audit
- Managing IT Assets
- Understanding Asset Discovery
- Managing Discovered Assets
- Understanding Audit and Audit Components
- Using the Administration Console to Configure Audit Options
- Configuring Audit Execution
- Scheduling Automatic Auditing
- File Capture Information
- Setup Credentials for Windows Installation
- Merging Audit Results
- Customizing the Print Output
- Performing a Distributed Audit
- Changing the Audited Software Approval Status
Accreditation is available upon successful completion of this course.