DISCOVERY E-LEARNING

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Discovery E-Learning

2010

LEVERIT

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RESOURCES

INTRODUCTION TO DISCOVERY

A. INTRODUCTION

1. General Characteristics.

2. Versions of the Program.

3. General information about

the functioning of the platform:

Information about the Server and Agent.

1. PAPERS:

• Description of the different versions.

• Introduction to Discovery.

• Introduction to ServiceDESK.

Discovery Users with an operative profile**:

• It executes the deployment tasks of the Discovery agent in the local network.

• It updates the customer’s stations.

• ServiceDesk Advisor in first level*

Discovery Users with Administrator profile**:

• Execution of remote operations through the use of Discovery tools.

• Creation of remote control groups.

• Creation and administration of policies

groups.

• Management of the Knowledge Base*

• ServiceDESK support in second level*

• Execution of administrative tasks assigned by the general administrator.

Discovery Users with Super

Administrator profile (SuperUser)**

• Administration of information views.

• Creation and administration of policies

groups.

• Information

Management: Reports Editing and Software Translator.

• Alarms Management.

• Creation of tasks for execution of commands.

• Administration of Information from ServiceDESK.*

• Configuration and Editing of ServiceDESK.* * If ServiceDESK functions applied.

** The functions for each kind of user may vary according to every company’s needs.

After having studied and understood the information provided in this level, students will be able to understand and recognize

characteristics and differences among the different versions of Discovery, apart from understanding the general functioning of the

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LEVEL 1 CONTENTS AVAILABLE

RESOURCES FOR WHO GOAL

INSTALLATION OF THE DISCOVERY

PLATFORM

A. INSTALLATION OF THE

DISCOVERY SERVER: 1. Basic Aspects of the

implementation:

Things to bear in mind for the implementation of Discovery when it comes to

infrastructure.

2. Installation of the Server. 3. Registration of the Server. 4. General

Description of the services given by the Server and Start of the configuration of the Discovery Agent.

1. E-LEARNING (WORKSHOPS): • INSTALLATION

OF THE DISCOVERY SERVER.

• CONFIGURATION OF THE

DISCOVERY AGENT.

2. BOOKS: • Manual:

Installation in ACCESS DB.

• Manual: Installation of SQL DB.

• Manual: Installation of ORACLE DB.

• Manual: Configuration of the Discovery Agent (Module: configuration of Agents Agent

Config)

• Manual: Remote

installer module • Manual:

Installation of the Discovery Agent in Windows. (module of…)

• Manual:

installation of the Discovery Agent in Linux.

•

Manual: Installation of Discovery’s remote console

Discovery Users with operative profile**:

• It executes deployment tasks of the Discovery agent in the local network.

• It updates the customer’s stations.

• ServiceDesk advisor in first level* * If ServiceDESK functions applied. ** The functions for each type of user may vary according to each company’s needs.

After going through the analysis of the information and the workshops given in this level, students should be able to:

• Install Discovery Server and activate it.

• Configure and install Discovery Agent in both Windows and Linux.

•

Install Discovery’s remote consoles.

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SERVICES GIVEN BY DISCOVERY SERVER

A. BASIC FUNCTIONS AND

ADMINISTRATION OF THE SERVICES GIVEN BY THE DISCOVERY

SERVER: 1.

DATASERVTASKDIS • Dataserv

2.

SCHEDULERTASK • Scheduler

3. KEEPERTASK • Keeper

4. TRANSPORT • Transport Bridge

5. SLEEPY

1. E-LEARNING (WORKSHOPS):

There are no workshops in this level, but the use of the functions in the

Administration of Discovery Platform Level

is included.

2. BOOKS:

•

Manual:

services given by the Discovery Server.

• Execution of remote operations through Discovery tools.

• Creation and administration of policies groups.

• Management of Knowledge Base*

• ServiceDESK support in second level*

• Execution of administrative tasks assigned b the general administrator. Discovery Users with Super Administrator profile (SuperUser)**

• Administration of information sights.

• Information

Management: Reports Editing and Software Translator.

• Alarms Management.

• Creation of tasks for commands execution.

• Administration of the Information from ServiceDESK.*

• Configuration and editing of the ServiceDESK.*

* If ServiceDESK functions applied.

** The functions for each type of user may vary according to each company’s needs.

After having studied and

understood the information provided in

this level, students should be able to administrate the functions available in the

services given by the Discovery Server and to

understand its applications for the administration of the Discovery platform.

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ADMINISTRATION OF THE DISCOVERY

PLATFORM

A. ADMINISTRATION OF THE DISCOVERY

CONSOLE:

1. Entering the console 2. Description of the Discovery Hawk console:

• Browser windows, cells and graphics options.

• Browser tools, cells and graphic.

3. Files. Characteristics

and functions of each file inside the administration console. • Information Administration. • Dashboard. • DataBase. • Reports. • Administration. Functions (CPU elimination, Users Administration, Remote Control, Policies).

• Remote Support.

Tools Remote Support Configuration. • SQL. • Translator. • Alarms.

• ServiceDESK. *Only

general information regarding contents. For more information, go to ServiceDESK administration manual.

B. SURVEY: 1. Generalities and functions.

2. Design and application

3. Changes and editing of the survey.

C. INFORMATION MANAGEMENT: 1. Information Views: • Creations of searches

and editable files.

• Views Modification.

2. Reports Creation. 3. Creation of Dynamic

1. E-LEARNING (WORKSHOPS): • ADMINISTRATION OF USERS, GROUPS AND PROFILES. • REMOTE SUPPORT: CONTROL AND REMOTE OPERATIONS.

• CREATION OF INFORMATION VIEWS.

• CREATION OF EDITABLE FILES.

• CREATION OF DYNAMIC GRAPHICS (DASHBOARD)

• CREATION OF REPORTS (RTF).

• SURVEY DESIGN.

• CREATION OF ALARMS. Alarms for changes in a DataBase

Advanced Alarms (events)

• CREATION OF POLICIES.

2. BOOKS: • Manual:

Administration of the Discovery console.

• Manual: Survey design.

• Manual: Discovery commands.

• Manual: Policy module.

• Execution of remote operation through Discovery tools.

• Management of Knowledge Base *

• ServiceDESK support in second level *

• Execution of administrative tasks assigned by the general administrator. Discovery Users with Super Administrator profile (SuperUser)** • Administration of information views.

• Creation and administration of policies groups. • Information Management: Reports Editing and Software Translator. • Alarms Management.

• Creation of tasks for commands execution. • Administration of Information from

After finishing with the workshops and the analysis of the information given, students should be able to administrate the Discovery platform, understand the functions of the Service and manage them according to their companies’ needs.

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4. Software Translator D. DISCOVERY

COMMANDS FOR EXECUTION OF TASKS: 1. Types of commands and applications. 2. Creation of orders. 3. Execution of commands. E. POLICIES: 1. Use of POLICY module

2. Creation of policies. 3. Application and deactivation of policies. F. ALARMS:

1. Generalities

2. Functions for alarms in the services provided by SchedulerTask KeeperTask.

• Configurations

• Notifications

3. Creation of alarms in Data Bases.

4. Creation of advanced alarms

• Alarm for the

elimination of stations in the Data Base.

• Alarms related to enquiries about the system.

•

Alarms for the execution of tasks through commands.

• Configuration and editing of ServiceDESK.* * If functions from ServiceDESK applied. ** The functions for each type of user may vary according to every company’s needs.

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SERVICE DESK

A. SERVICEDESK FOR FINAL USER. (ICON)

1. Options of ServiceDESK for the final user: • Reporting a

Problem.

• How to Attach Files.

• What is

happening with a Solution?

• Possible Solutions.

• Changing Users.

• Taking a Photo from the Screen.

• Recording a Video.

• How to record a video.

• Adding Comments.

• Playing a video.

• Notifications and Qualification.

B.

CONFIGURATION AND EDITING OF THE

SERVICEDESK: 1. Advisors, groups and availability: • Advisors

assignation.

• Creation of Groups.

• Availability.

2. Schedules and Calendars: • Creation of

Schedules.

• Creation of Calendars.

3. Configuration of Knowledge: • Definition of

Subjects and Sub-subjects.

• Creation of the Knowledge Base.

1. E-LEARNING (WORKSHOPS): • USING ICON…

• ADVISORS, GROUPS AND AVAILABILITY.

• SCHEDULES AND AVAILABILITY. • CONFIGURATION OF KNOWLEDGE. • SLAs MANAGEMENT. • OPERATIONS WITH REPORTS. • QUALIFICATION OF REPORTS (SERVICEDESK ADMINISTRATOR ). • REPORTS SUPPORT (SERVICEDESK ADVISOR) 2. BOOKS: • Final User’s

Manual for ServiceDESK (web)

•

Manual: ServiceDESK Administration.

1. Discovery Users with

ServiceDESK Advisor profile (Reports Support in first level)*.

2. Discovery Users with

ServiceDESK Administrator profile (In charge of the Solutions for ServiceDESK and/or reports support with advanced operations – tickets transfer, pauses)*.

3. ServiceDESK Super

Administrators (In charge of the administration of information from ServiceDESK and

Configuration and Editing of ServiceDESK)*.

* The functions for each type of user may vary according to every company’s needs.

After finishing with the workshops and the analysis of the information provided in this level, students should be able to:

• Final User: Use the available options in the Help and Self-Help icons.

• Users Administrators: Configure all the tasks they may be in charged of, always in

consideration with their own company’s needs and supervise reports by making use of the Tools provided by Discovery.

•

Users Super Administrators:

Administer ServiceDESK in an efficient way, giving the final user timing and satisfactory service.

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4. Service Level Agreements SLAs:

• SLAs Managemen t.

• Service Level.

5. Operations involving reports: . Reports assignation

•

Non-assigned.

• Reports transfer.

- Transferring

Reports.

- Pause. - Increasing Advisor level. - Assignation flow. 6. Editing of qualifications. C. REPORTS SUPPORT: 1. Interface and fields’ description. 2. Tools for

Reports support. • New Report. - Using...

- Phone. - E-mail.

• Report.

• Knowledge Base.

• Pause.

• See Last Changes.

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