This course is intended for staff who will be responsible for the Red Box Administration Application and the management of the UNIX Server. It can be delivered either on-site or at one of Ultracomp's own workshops in Berkshire.
The course is split into three sections, On-line Administration, Basic UNIX and Managing the Server. It can be run using either a test system provided by Ultracomp, or the customers' own Red Box service in a 'read-only' manner.
Some knowledge of Red Box would be beneficial.
Summary of Contents
Licensing, applying new Checksum
System Options, Password control
RB User, create & maintain, Access Rights, Groups, Slots
Teams, capabilities, membership
Messaging, class control, queue monitoring
Links, naming & enabling
Record Options, logical delete & change control
Manuals, login, command entry
Structure of UNIX, Filestore Structure & Naming
File Handling, directory navigation
cat, pg, grep, pwd,cd, cp, mv, rm, mkdir
Shell Specialities, redirection, piping
Editing, vi & ex
Parameter substitution, built-in variables
File Access Modes
Shell scripts, process control, processes
Red Box filestore layout, DBS directory
Environment variables
Oracle Initialisation, Oracle file structure
Oracle Recovery commands
Redbox Configuration, Check Interval, Escalation Check
Processes normally visible, netstat, rboxlist
Starting &, Stopping the Server
Failure Recovery, ipcs & ipcrm
Space utilisation, UNIX & Oracle
This course is intended for Help Desk staff who will be logging and managing incidents on the Red Box system. It can be delivered either on-site or at one of Ultracomp's own workshops in Berkshire.
The course has a high practical content to ensure that attendees obtain a sound understanding of the basic Help Desk facilities and can be run using either sample configuration data as provided by Ultracomp, or using the customers' own Red Box data.
No prior knowledge of Red Box is required but a basic understanding of Windows would be beneficial.
Summary of Contents
Why is the Help Desk such a vital function in the IT department? What role does it play in a Service Management culture?
How to login to Red Box and navigate around the system. An overview of general facilities such as viewing messages and user options.
Using user, department and location records, how to select information using Red Box's powerful search techniques.
Understanding Red Box Help Desk terminology and the Incident Life Cycle. An overview of typical Help Desk roles and the interfaces to other systems. How to log an incident using practical examples.
Selecting and progressing incidents. What happens and why when an incident is escalated. Adding responses, requesting evidence and closing incidents.
A look at additional help desk facilities such as Contact Log and Comment records and how to perform context searching.
The course is an introduction to Red Box Configuration Management. If you are a new Red Box user and responsible for creating and maintaining the Configuration Management Database (CMDB), this course is for you, It is run as a workshop where you are encouraged to discuss site specific requirements. The course includes full documentation on all Configuration Management record types and plenty of practical hints and tips.
Although IT knowledge and Service Management experience is an advantage it is not essential.
Summary of Contents
Introduction to the CMDB Red Box CMDB building blocks
Top level configuration items
Sub-records
Using links
Adding value to the CMDB
At the end of the course attendees will know how to create and maintain a Red Box CMDB. They will know how to use the facilities of the CMDB to model their IT Infrastructure to the optimum level. They will also be able to suggest uses for the CMDB to provide additional benefits to the organisations.
Depending on the role of the CMDB administrator, training in auditing techniques, Service Management and further Red Box training may be appropriate.
This course is intended for Change Management staff who will be creating and processing Requests For Change (RFCs) and Change Sets on the Red Box System. It can be delivered either on-site or at one of Ultracomp's own workshops in Berkshire.
The course has practical content to ensure that attendees obtain a good understanding of the Change Management facilities.
No prior knowledge of Red Box is required but a basic understanding of Windows would be beneficial.
Summary of Contents
Why is Change Management important for IT departments?
What role does it play in a Service Management culture?
How to log in to Red Box and navigate around the system. An overview of general facilities such as viewing user options and messages.
Using User/Department records how to select information using Red Box's powerful search techniques. The importance of Mandatory fields and special search characters.
An overview of terminology and the roles within Red Box Change Management. Interfaces to other Red Box applications. The ITIL Flowchart for Change Management. Red Box RFC Control Point Structure, the Model and its definition. Control types, Prefixes, Status Codes, Impacts & Priority.
Creating a New RFC, Selecting and Progressing, Expected Implementation Dates. Assigning the Model, Viewing/Amending the Control Points, Next Stage & Start. Progress by an Assessor / Authoriser.
This course is intended for Problem Management staff who will be receiving Transferred Incidents and creating/progressing Problems, It can be delivered either on-site or at one of Ultracomp's own workshops in Berkshire.
The course has practical content to ensure that attendees obtain a good understanding of the Problem Management facilities and the Incident A, Problem Life Cycles.
No prior knowledge of Red Box is required but a basic understanding of windows would be beneficial.
Summary of Contents
Service Management overview, Help Desk functions, where Problem Management fits with its five main functions.
How to log in to Red Box and navigate around the system. An overview of general facilities such as viewing User Options and Messages,
Using User/Department records how to select information using Red Box's powerful search techniques. The importance of Mandatory fields k special search characters.
An overview of terminology and the Incident Life Cycle. Roles within the Help Desk, interfaces to other applications.
Overview, terminology, the Problem Life Cycle. Roles within Problem Management, interfaces to other applications. Transferred Incidents k the importance of Teams/Team Assignment, Defaults and Working Hours.
Selecting newly Transferred Incidents, Incident Details, the Action menu. Rejection, Assignment, Acceptance as new Problem.
Model Assignment, the five selectable stages of Problem progression. Communicating with the Help Desk, Problem Viewing k Severity Code choices. Known Error creation.
This course is intended for staff who will require a practical introduction to Red Box report generation. It is suitable for any Red Box user who needs to produce simple, site specific reports.
Some practical experience of Red Box applications would be beneficial.
Summary of Contents
Creating, editing and running reports Page definition Format, row and column definition Record handling Headers and Footers Data items Supplying parameters to reports Ordering data Simple totalling Sub-reporting
At the end of the course attendees will be able to use the Red Box report generator to produce reports based on any one of the Red Box record types and use sub-reports when more than one record type has to be accessed. Students will be able to produce reports which are sorted, formatted and have totals where required.