CA is pleased to announce

Overview of CA Education Courses for Unicenter Service Desk and Unicenter Service Desk Knowledge Tools

UR376 - Unicenter Service Desk: Analyst Operations

This course is designed to provide you with the skills required to use Unicenter Service Desk to support your role as a service desk analyst. Through hands-on exercise, you will learn effective ways of handling requests, change orders and issues as well as how to leverage archived solutions, both internal and external to your organization.

Also after attending class a Virtual Learning environment can be made available for you to practice and reinforce the skills you learned in the classroom. The CA Virtual Learning Lab gives you remote access to live CA software in a self-paced sandbox for personalized, hands-on training from anywhere.

URV386 - Unicenter Service Desk: Administration

This class is designed to help you maximize the utility of Unicenter Service Desk. If you are responsible for maintaining Unicenter Service Desk, you will need to learn to fully utilize all of its components. Hands-on exercises and post-class access to Unicenter Service Desk in a CA Virtual Learning Lab will give you valuable experience resolving real-world issues. You will learn how to maintain all the necessary aspects of Unicenter Service Desk. You will learn how to configure Unicenter Service Desk to meet the needs of your company, your Service Desk manager and analysts.

Also included is a CA Virtual Learning Lab that gives you remote access to live CA software in a self-paced sandbox for personalized, hands-on training from any where after you attend class.

UR395 - Unicenter Service Desk: Implementation

To help ensure a reliable and supportable implementation, this course will instruct you how to plan and execute an implementation of Unicenter Service Desk using best practices and hands-on exercises. You will adapt Service Desk to meet the needs of your business. You will also interface Unicenter Service Desk with external systems for increased functionality. On completion of this course, you will be able to establish, maintain, and protect your implementation of Unicenter Service Desk to better fit your business needs.

URV398 - Unicenter Service Desk Knowledge Tools: Administration

Return to the workplace with the skills needed to provide a more robust support system for your customers and users using Unicenter Service Desk Knowledge Tools. Through demonstrations and hands-on exercises, you will retrieve, author and manage knowledge for rapid access to relevant support information. You will also learn how to maximize efficiency and knowledge-sharing by configuring and maintaining Unicenter Service Desk Knowledge Tools.

This course also includes a CA Virtual Learning Lab that gives you remote access to live CA software in a self-paced sandbox for personalized, hands-on training from anywhere after you attend class.

WF150 - Creating Custom Workflows with CA Solutions

The Creating Custom Workflows with CA Solutions course provides a solid foundation to create and use business processes (workflow). This course focuses on their design and implementation through an Integrated Development Environment (IDE). Students will learn how to create a workflow that interacts with people and external systems through a variety of methods including web-based forms and web services.

To implement workflow in your environment you will need information, in addition to this course, specific to your embedding product(s). This includes the product web services, integration, and data elements.

Several CA Solutions include Workflow. This course focuses on the necessary tasks to build a workflow, which are transparent to the CA products they are launched from. Therefore, this training is not product-specific to the CA Solutions that include Workflow:

• CleverPath Aion Business Process Manager r10
  
  
• Unicenter Service Desk r11
  
  
• Unicenter Service Catalog r11
  
  
• CleverPath Portal r12