About the Course
Looking to understand the basics of configuring and managing requests for your Service Desk?
This course introduces the mechanisms of requests in Service Manager, and the different ways that your customers and Service Desk agents interact with them.
Service Manager has a request capability for managing all standard ITSM practices, including Change, Problem, Release, Incident, Known Error, and Service Request management.
Discover key elements and features that allow you to configure how requests are managed efficiently for monitoring, fulfilment, and reporting across the request lifecycle. These include:
- Request Actions
- Request Categories and Closure Categories
- Service Level Agreement (SLA) response and resolution target times
- Request Statuses and Sub-statues
This course is for learners who are new to Hornbill or who want to improve upon some of the key elements of their request management.
-
Overview and basics
- Introduction 10 points
- Roles and navigation 50 points
- Requests - overview 50 points
- Request types 100 points
- How requests are raised 100 points
- Creating Catalog items and making them available 100 points
-
Request views
- How customers view and interact with requests 100 points
- How agents view and interact with requests 100 points
- Creating views and dashboards in the request list 10 points
-
Managing the request lifecycle
- Request lifecycle
- Enabling request actions 100 points
- Request and Closure categories 100 points
- Using SLAs with requests 100 points
- Request Statuses 50 points
- Request Sub-statuses 100 points
- Using Workflows to automate request management 150 points
-
Next steps and course completion
- Next steps 10 points
- Rate this course 50 points
- Course completion checklist
About the Course
Looking to understand the basics of configuring and managing requests for your Service Desk?
This course introduces the mechanisms of requests in Service Manager, and the different ways that your customers and Service Desk agents interact with them.
Service Manager has a request capability for managing all standard ITSM practices, including Change, Problem, Release, Incident, Known Error, and Service Request management.
Discover key elements and features that allow you to configure how requests are managed efficiently for monitoring, fulfilment, and reporting across the request lifecycle. These include:
- Request Actions
- Request Categories and Closure Categories
- Service Level Agreement (SLA) response and resolution target times
- Request Statuses and Sub-statues
This course is for learners who are new to Hornbill or who want to improve upon some of the key elements of their request management.
-
Overview and basics
- Introduction 10 points
- Roles and navigation 50 points
- Requests - overview 50 points
- Request types 100 points
- How requests are raised 100 points
- Creating Catalog items and making them available 100 points
-
Request views
- How customers view and interact with requests 100 points
- How agents view and interact with requests 100 points
- Creating views and dashboards in the request list 10 points
-
Managing the request lifecycle
- Request lifecycle
- Enabling request actions 100 points
- Request and Closure categories 100 points
- Using SLAs with requests 100 points
- Request Statuses 50 points
- Request Sub-statuses 100 points
- Using Workflows to automate request management 150 points
-
Next steps and course completion
- Next steps 10 points
- Rate this course 50 points
- Course completion checklist