IT Training

ITSM: Training - First Level Support

1 Leavitt Lane - Rooms 223/225
Thu., December 7, 2017, 2:00pm-4:00pm

Led by: Lisa Pittman

This session has passed.

This is a hands-on training session. Please make sure to bring a laptop or register for this course at another session that provides computers.

This two-hour, hands-on course is required for all First-Level support staff (IT Service Desk, ATSC, UNHM, etc.) Pre-requisite: Foundation


Content:



  • more detail/specific information on creating incidents vs service requests with the service from the customers’ and resolution action point of view

  • process reviews

  • how to queue to different groups

  • how to close incidents

  • how to drive priorities with the SLA functionality

  • tool kit – crosswalk of terms; groups; ticket/forms templates



Suggested Prerequisite: Foundations