Overview
This course covers two parts:
- Days 1-2: User introduction:
Covers the principles of Incident, Problem, Change, & Configuration Management within Supportworks ITSM.
- Days 3-4: Supportworks Administration:
Covers the key aspects of administering Supportworks ITSM. Delegates will gain practical experience of the main components of Supportworks and how they are used. The course will also address system installation and setup, and delegates will benefit from a hands-on introduction to these areas. Upon completion, delegates will understand how to administer Supportworks ITSM functionality, which includes setting up various permissions and options available within Incident, Problem and Change management, managing Business Processes for Changes and Releases, and setting up the Configuration Management Database (CMDB).
Who should attend
This course is intended for all staff that will be administering Supportworks ITSM. It is primarily aimed at support analysts who have been using the system for less than 3 months but can also be of benefit to analysts that require a better understanding of the modules contained within this course.
Pre-requisites:
Apart from general Windows application use, delegates attending this course should also have a good foundation in SQL database technology and general IT system administration. Delegates should have also have a good foundation in ITIL terminology; ideally trained to ITIL Foundation level.
Day 1 - 2: Topics covered include:
- 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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- Configuration Management
- Availability management
- Change Management
- Workflow management
- Release Management
- Supportworks Resources
- Reporting
- Web Access to Supportworks
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Day 3 - 4: Topics covered include:
- Supportworks Architecture
- Installation of Supportworks
- Components of Supportworks
- Directory Structure
- Email within Supportworks
- Managing Analyst Related Data
- Managing Customer Related Data
- Administration via the Client
- Working with Reports
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- ITSM System Administration
- Analyst application rights
- Configuration Management Database (CMDB)
- Change management
- Release management
- Using the Business Process Engine
- Supportworks SelfService
- Supportworks Database Schema/Configuration
- Support Analyst Permissions
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| Course Duration: | 4 Days - Instructor-led |
| Course Code: | T-CIP |
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