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