TMACUL

Certificação CA SDM - CA Service Desk Manager

Blog Post created by TMACUL Champion on May 18, 2015

CURSOS CA Service Desk ManagerFind Your CA Technologies Course

33SVD20501 Basic Administration 200 – CA Education

33SVD20471 Configure Incident & Problem Management 200

33SVD20481 Configure Change Management 200

33SVD30080 Building Advanced Notifications 300

33SVD30090 Build Stored Queries for the Scoreboard 300

33SVD20381 Implementing Advanced Availability 200

33SVD30141 Managing the Report Environment 200

33SVD30121 Building Web Intelligence Reports 300

33SVD30071 Modify Forms and Database 300

33SVD30100 Archive and Purge Data 300

 

CERTIFICAÇÕES CA Service Desk Manager

Existem dois níveis de certificações, estas certificações possuem exigência de determinado conhecimento baseado na responsabilidade do profissional dentro do ciclo de vida de TI.

CA-ControlMinder-r12.x-319pxO CA Certified Business Analyst demonstra as melhores práticas aplicadas no gerenciamento da aplicação.

CA-ControlMinder-r12.x-319pxO CA Certified Professional demonstra o conhecimento do profissional desde a infraestrutura da aplicação, instalação, configuração e melhoria.

Para o caso do CA Service Desk Manager são:

 

CA-ControlMinder-r12.x-319pxCA Service Desk Manager r12.x Professional Exam (CAT-180)

CA-ControlMinder-r12.x-319pxCA Service Desk Manager r12.x Administrator (CAT-200)

 

FORMATO DO EXAME

  • Múltipla Escolha
  • 50 questões
  • 90 Minutos de Tempo para completar o exame
  • 35 corretas para aprovação das 50 disponíveis, ou seja, 70% de acertos.
  • 60 minutos de duração
  • US$ 150,00 –  É a taxa de custo do exame do EXIN.

 

 


Objetivos do exame CAT-180

Objetivos do ExameConteúdo% foco
Administering CA Service Desk ManagerCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)8%
Establishing the Business Data StructureCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)2%
Configuring Incident and Problem ManagementCA Service Desk Manager r12.9: Configure Incident and Problem Management 200 (33SVD20471)2%
Configuring Change ManagementCA Service Desk Manager r12.9: Configure Change Management 200 (33SVD20481)4%
Configuring Contacts and GroupsCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)2%
Configuring SecurityCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)8%
Administering NotificationsCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)6%
Administering Service Level AgreementsCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)6%
Administering SurveysCA Service Desk Manager r12.9: Administration Basics 200 (33SVD20501)2%
Archiving and Purging DataCA Service Desk Manager r12.9: Archive and Purge Data 300 (33SVD30100)4%
Manipulating DataCA Service Desk Manager r12.9: Extract, Transform and Load Data 300 (33SVD30110)10%
Managing the Report EnvironmentCA Service Desk Manager r12.9: Managing the Report Environment (33SVD30141)4%
Creating Web Intelligence Reports Using InfoViewCA Service Desk Manager r12.9: Building Web Intelligence Reports 300 (33SVD30121)8%
Modifying Web Intelligence ReportsCA Service Desk Manager r12.9: Building Web Intelligence Reports 300 (33SVD30121)6%
Implementing a Customized UniverseCA Service Desk Manager r12.9: Managing the Report Environment 200 (33SVD30141)2%
Creating Web Forms for ReportsCA Service Desk Manager r12.9: Building Web Intelligence Reports 300 (33SVD30121)2%
Creating Dashboard Frames Using Web Screen PainterProduct Documentation, Field Experience2%
Creating Tabs for ReportProduct Documentation, Field Experience2%
Adapting CA Service Desk Manager to Your Business PracticesCA Service Desk Manager r12.9: Modify Forms and Database 300 (33SVD30071)6%
Adapting the CA Service Desk Manager Web Client to Your Business PracticesCA Service Desk Manager r12.9: Modify Forms and Database 300 (33SVD30071)6%
Customizing Notification MethodsProduct Documentation, Field Experience2%
Implementing Advanced AvailabilityCA Service Desk Manager r12.9: Implementing Advanced Availability 200 (33SVD20381)6%

 

 

 

 

Objetivos do exame CAT-200

 

Objetivos do ExameConteúdo% foco
Exploring the CA Service Desk Web InterfaceCA Service Desk Manager r12.6: Service Desk Analyst Operations 200 (33SVD20081) Explore the CA Service Desk Web Interface• Explore the Interface for the Level 1 Analyst Role• Explore the Interface for the Level 2 Analyst Role4%
Creating and Searching for TicketsCA Service Desk Manager r12.6: Service Desk Analyst Operations 200 (33SVD20081) Create and Search for Tickets• Create Tickets for Incidents and Requests as a Level 1 Analyst• Search Incidents and Create Problems and Change Orders as a Level 2 Analyst4%
Updating Incidents, Problems, and RequestsCA Service Desk Manager r12.6: Service Desk Analyst Operations 200 (33SVD20081) Update Incidents, Problems, and Requests• Create Parent/Child Relationships for Incidents, Problems, and Requests2%
Editing and Monitoring Change OrdersCA Service Desk Manager r12.6: Service Desk Analyst Operations 200 (33SVD20081) Edit and Monitor Change Orders• Monitor CA Workflow and Perform Activities for Change Orders2%
Resolving and Closing Incidents, Problems, Requests, and Change OrdersCA Service Desk Manager r12.6: Service Desk Analyst Operations 200 (33SVD20081) Resolve and Close Incidents, Problems, Requests, and Change Orders• Resolve Incidents, Problems, Requests, and Change Orders as a Level 2 Analyst• Close Incidents, Problems, Requests, and Change Orders as a Level 1 Analyst4%
Administering CA Service Desk ManagerCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Administer CA Service Desk Manager • Define the CA SDM Architecture• Define the CA SDM Components• Describe CA SDM Options Manager• Troubleshoot CA SDM10%
Establishing the Business Data StructureCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Establish the Business Data Structure• Create and Modify Reference Data• Create and Modify CI Support Data• Create and Modify Common Shared Objects6%
Configuring Incident and Problem ManagementCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Configure Incident and Problem Management• Configure Incident and Problem Management4%
Configuring Change ManagementCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Configure Change Management• Configure Change Management• Create a Change Category4%
Configuring Contacts and GroupsCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Configure Contacts and Groups• Configure Contacts and Groups6%
Configuring SecurityCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Configure Security• Explain CA SDM Authentication• Describe Role‐based Security• Identify the Predefined Roles Installed with CA SDM• Define the Levels of CA SDM Security

 

• Create Access Types

• Create Data Partitions

20%
Administering Stored QueriesCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Administer Stored Queries• Create Stored Queries for the Scoreboard• Create Time-based Stored Queries4%
Administering NotificationsCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Administer Notifications• Enable Activity Notifications• Configure Notification Rules • Create Message Templates• Create Activity Associations

 

• Create Object Contact Notifications • Create CI Notifications

Administering Service Level AgreementsCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Administer Service Level Agreements• Define SLA Components• Create Macros• Create Events

 

• Create Service Types

• Create Service Target Templates

16%
Administering SurveysCA Service Desk Manager r12.6: Administration 200 (33SVD20051) Administer Surveys• Create Survey Templates2%

 

 

 

Onde realizar o Exame

https://www.webassessor.com/wa.do?page=publicHome&branding=CATECHNOLOGIES

https://www.prometric.com/ (revogado)

Links:

http://www.ca.com/us/education/certification.aspx

http://www.ca.com/us/education/accreditations/certification-for-service-desk-manager-r12.aspx

 

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