Who should attend?
The course is intended for all end users of the Supportworks ITSM Enterprise customer SelfService portal. It is highly recommended as part of a launch strategy to ensure the portal is well received, rapidly employed and used effectively to streamline customer communications with the Service Desk.
What is it about?
This is an online course covering the customer role in Incident Management and Request Fulfillment. It can be completed on demand as a series of bite size lessons to fit around your schedule. The overall duration is approximately 120 minutes.
What are the delivery options?
The lessons are delivered as an On-Demand computer based training course which can be provided in a variety of formats. As a CD for local installation, as executable files via a company Intranet or as SCORM compliant files for inclusion into an existing Learning Management System.
What will I get out of it?
- Confidence to navigate the Supportworks SelfService portal
- Skills to log and track both personal requests and, where applicable, those of the teams you manage
- Knowledge to manage effective communications with the Service Desk
Course overview
- Introducing SelfService
- Basic functions: Finding Service Requests, Updating Requests, Accessing supportworks Knowledgebase, Changing Your Profile and Running reports
- Accessing the Service Desk: Requesting Access to A Service, Requesting A service, Requesting Basic Support
- Management functions: Authorising a Service Request request, Viewing Service Business Details and Viewing Management Reports
| Course Duration: | 120 Minutes - SelfService On-Demand Learning |
| Course Code: | T-ISS-1 |
