The Solarwinds Web Help Desk Training course will provide an introduction to the IT Service Management tool and will also deep dive into many of the complex functionalities. The Solarwinds Web Help Desk class will review important features, share best practices and highlight a number of advanced capabilities. Additionally, time will be spent reviewing integrations with other platforms and products, such as SolarWinds Orion and Dameware MRC. The Solarwinds Web Help Desk class will be led by a SolarWinds Certified Professional with many years of experience in the field.

Duration: 2 days

RESOURCES

• Solarwinds Web Help Desk Training – https://www.wiley.com/
• Solarwinds Web Help Desk – https://www.packtpub.com/
• Solarwinds Web Help Desk – https://store.logicaloperations.com/
• Solarwinds Web Help Desk – https://us.artechhouse.com/
• Solarwinds Web Help Desk – https://www.amazon.com/

RELATED COURSES

• Solarwinds Orion 101: Introduction to Solarwinds Training
• Solarwinds Orion 201 System Management & Monitoring Training
• Solarwinds Security Event Manager Training
• Solarwinds Orion 301: Database and Automation Training

CUSTOMIZE It

• We can adapt this Solarwinds Web Help Desk course to your group’s background and work requirements at little to no added cost.
• If you are familiar with some aspects of this Solarwinds Web Help Desk course, we can omit or shorten their discussion.
• We can adjust the emphasis placed on the various topics or build the Solarwinds Web Help Desk Course around the mix of technologies of interest to you (including technologies other than those included in this outline).
• If your background is nontechnical, we can exclude the more technical topics, include the topics that may be of special interest to you (e.g., as a manager or policy-maker), and present the Solarwinds Web Help Desk course in manner understandable to lay audiences.

AUDIENCE/TARGET GROUP

The target audience for this Solarwinds Web Help Desk course:

• All

CLASS PREREQUISITES

The knowledge and skills that a learner must have before attending this Solarwinds Web Help Desk course are:

• N/A

Solarwinds Web Help Desk Training - OBJECTIVES

Upon completing this Solarwinds Web Help Desk course, learners will be able to meet these objectives:

• Fit AWS solutions inside of a big data ecosystem

Solarwinds Web Help Desk Training - COURSE SYLLABUS

Day 1

Installation and Basic Configuration

Installation of WHD

• Architecture options for WHD platform and database

Authentication Settings
SMTP Settings
Integration options with SolarWinds Orion and Dameware MRC
Email Templates
Client Accounts

• Options and Admin Roles

Data Import Options
Ticket Options

• Request Types
• Status Types
• Priority Types
• Custom Ticket Fields

Tech Accounts and Permissions

• Tech Groups

Locations and Departments

• Custom Fields

Day 2

Advanced Configuration

Ticket Routing
Approval Roles

• Creating and Managing a Change Advisory Board (CAB)

Tasks
Action Rules
Creating and Managing Assets
Creating and Managing Parts and Billing options
Client Surveys
Knowledge Base
Reporting

Solarwinds Web Help Desk Training Course Wrap-Up

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