Who should attend?
The course is suited to analysts new to Supportworks ITSM Foundations, or analysts already familiar with a previous version of Supportworks needing to update their skills for a new version. Attendees typically include Service Desk analysts, support analysts/technicians, team leaders, managers and trainers. It is a pre-requisite for attending the Supportworks for Administrators course.
What is it about?
This is a hands-on instructor-led course providing analysts with a solid grounding in the use of Supportworks ITSM Foundations and covers the principles of using Supportworks ITSM Foundations within call lifecycle management.
What are the delivery options?
This 1 day course is delivered on site for up to 8 delegates.
What will I get out of it?
- Confidence to navigate and use the main Supportworks ITSM Foundations client and Analyst Portal.
- Understanding of call lifecycles
- Skills to log and manage Incidents, Problems & Changes including using Supportworks ITSM Foundations to communicate with customers
- Understanding of Customer and Asset information
- Knowledge of Supportworks ITSM Foundations convenience features for streamlining Service Desk operations
Course overview
- Accessing Supportworks
- Creating Requests
- Incident Management
- Working with Requests
- Email functions
- Problem Management
- Change Management
- Supportworks resources including the Knowledgebase
- Running system reports
| Course Duration: | 1 Day - Instructor led |
| Course Code: | T-OFU-1 |
