Supportworks for Administrators

Who should attend?

This course is suited to those new to administering Supportworks. It can also be of benefit to the Service Desk Manager and application developers who require more in depth knowledge than is provided in the Supportworks for Analysts courses. Other attendees typically include Managers, Team Leaders and Application Administrators.

You must have previously attended the Supportworks for Analysts course before attending this course.

Note: This course is a mandatory requirement for anyone designated as a Support Contact.

What is it about?

This is a hands-on instructor led course providing delegates with a solid grounding in the administration of Supportworks.

What are the delivery options?

This is a 1-3 day course regularly delivered as a public event using Hornbill's dedicated training facility in Ruislip. For larger organisations it can alternatively be delivered on-site for up to 8 delegates.

(Note: the course duration will depend on your version of Supportworks, and the level of detail your require in your installation. Please contact your account manager for more details.)

What will I get out of it?

Day 1:Core Supportworks Administration

• Understanding of system and database architecture
• Experience of the data import tool for populating database tables
• Knowledge to configure and maintain Supportworks for both analysts and customers
• Awareness of diagnostic information for managing your system

Day 2: Supportworks ITSM Administration (mandatory for Supportworks ITSM Enterprise customers)

• Knowledge to implement Service Level Management
• Ability to manage the Knowledgebase
• Skills to define and build Business Processes
• Skills to build and manage the CMDB

Day 3: Managing Services (recommended for Supportworks ITSM Enterprise customers)

• The knowledge to use Supportworks with your Service Catalog
• The skills to implement and supply Services for end-users on the SelfService Portal
• The ability to design and implement end-user and analyst processes to Service, Subscription and Support requests.
• Knowledge of how to implement Supportworks Availability Management and Event Management functions