Overview
This course is designed for users of the Supportworks ITSM solution, and covers the principles of Incident, Problem, Change, Release, Availability, and Configuration Management.
Course modularisation note
The full material in this course (as outlined in the topics covered section below) will take 2 days to cover. However, this course is fully modular, and can be modified and customised to fit into 1 day, or smaller units, to meet your organisation's requirements if needed.
Course structure
The full two-day course is structured as follows:
- Day 1: Supportworks Basics, Call management (Incidents, Problems, Known Errors)
- Day 2: Configuration, Release, Availability and Change Management
Note: as noted above, this structure can be customised to meet your organisation's requirements.
Who should attend
This course is designed for support analysts that will be using Supportworks ITSM.
Pre-requisites:
Apart from general Windows application usage, delegates attending this course should also have a good foundation in ITIL terminology; ideally trained to ITIL Foundation level.
Topics covered include:
- Day 1
- Introduction to using Supportworks
- Supportworks Messenger
- Managing customer information
- Incident Management
- Managing Requests via Email
- Convenience Features
- Other request management functions
- Problem Management and Known Errors
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- Day 2
- Configuration Management
- Availability management
- Change Management
- Workflow management
- Release Management
- Supportworks Resources
- Reporting
- Web Access to Supportworks
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| Course Duration: | (Up to) 2 Days - Instructor led |
| Course Code: | T-OIU |
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