Service Management Essentials

Service Management Essentials
Syllabus LiveTime Service Management Essentials provides the foundations required for effective utilization of LiveTime Service Manager and Help Desk. Specific attention is focused on system design as it relates to the ITIL framework, effective Configuration Management System (CMS) design, and its relationship to key ITIL processes. The course also covers workflow design, teams and technician assignment, with specific examples of simple versus complex design patterns as they relate to Call Centers and Network Operation Centers. Emphasis is placed on reducing call volume by capturing intellectual capital through the effective use of LiveTime's Knowledge Management system. At the end of the course participants should be able to effectively configure, manage and customize LiveTime for any organization. Prerequisites: None Assessment 1 hour, 50 Multiple choice questions. Pass requires a minimum of 60%.	Day 1 Best Practices Frameworks and ITIL A brief overview of service and support practices and the ITIL framework, versions 2 and 3 LiveTime System Overview An introduction to LiveTime, Incidents, Workflows, Teams and Service Level Agreements. Configuration: Getting Started Setting up the system for the first time. User authentication, Configuration Management System (CMS) design and the trinity of Configuration Management, Categories, Types and Items (CTI). Workshop: Mapping internal processes to LiveTime How to utilize LiveTime effectively and efficiently by mapping your internal business processes through a best practices framework. How to design an effective Configuration Management System that can evolve with your business and leverage the intellectual capital of your organization. Knowledge management, solutions and articles. Workshop: Putting it all together Teams and logical groupings of technicians, skill sets and assignment. Designing effective workflows and accepting incoming email requests through LiveTime. Exposing users to the customer portal and reducing call volume in real time. Day 2 Administration Training LiveTime customization. A guide through system privileges, authentication, asset management integration and customization. This also includes an overview of the Incident Analyzer in Service Manager and how it integrates with Problem Management. Supervisor Training Managing teams, escalation layers, workflows, assignments and understanding Service Level Management and its relationship to the CMS. How Underpinning Contracts and Operational Level Agreements operate within the context of a Service Level Agreement. Technician Training Effectively managing incidents, teams, workflows and states. Communicating with the customer, handshaking, solutions and the knowledge base. Escalating an incident, re-assignment and changing CI's. The concept of shadow CI's. User Training Request management, logging and searching. Knowledge separation, RSS Feeds, Chat and Surveys. Communicating with technicians. Management Training Effective reporting on Incident, Problem, Change, Configuration and Service Level Management. Using the built-in reports, requests and filter based reports and designing your own reports using the custom report builder.

Syllabus

LiveTime Service Management Essentials provides the foundations required for effective utilization of LiveTime Service Manager and Help Desk. Specific attention is focused on system design as it relates to the ITIL framework, effective Configuration Management System (CMS) design, and its relationship to key ITIL processes.

The course also covers workflow design, teams and technician assignment, with specific examples of simple versus complex design patterns as they relate to Call Centers and Network Operation Centers. Emphasis is placed on reducing call volume by capturing intellectual capital through the effective use of LiveTime's Knowledge Management system.

At the end of the course participants should be able to effectively configure, manage and customize LiveTime for any organization.

Prerequisites: None

Assessment

1 hour, 50 Multiple choice questions. Pass requires a minimum of 60%.

Day 1

Best Practices Frameworks and ITIL
A brief overview of service and support practices and the ITIL framework, versions 2 and 3

LiveTime System Overview
An introduction to LiveTime, Incidents, Workflows, Teams and Service Level Agreements.

Configuration: Getting Started
Setting up the system for the first time. User authentication, Configuration Management System (CMS) design and the trinity of Configuration Management, Categories, Types and Items (CTI).

Workshop: Mapping internal processes to LiveTime
How to utilize LiveTime effectively and efficiently by mapping your internal business processes through a best practices framework. How to design an effective Configuration Management System that can evolve with your business and leverage the intellectual capital of your organization. Knowledge management, solutions and articles.

Workshop: Putting it all together
Teams and logical groupings of technicians, skill sets and assignment. Designing effective workflows and accepting incoming email requests through LiveTime. Exposing users to the customer portal and reducing call volume in real time.

Day 2

Administration Training
LiveTime customization. A guide through system privileges, authentication, asset management integration and customization. This also includes an overview of the Incident Analyzer in Service Manager and how it integrates with Problem Management.

Supervisor Training
Managing teams, escalation layers, workflows, assignments and understanding Service Level Management and its relationship to the CMS. How Underpinning Contracts and Operational Level Agreements operate within the context of a Service Level Agreement.

Technician Training
Effectively managing incidents, teams, workflows and states. Communicating with the customer, handshaking, solutions and the knowledge base. Escalating an incident, re-assignment and changing CI's. The concept of shadow CI's.

User Training
Request management, logging and searching. Knowledge separation, RSS Feeds, Chat and Surveys. Communicating with technicians.

Management Training
Effective reporting on Incident, Problem, Change, Configuration and Service Level Management. Using the built-in reports, requests and filter based reports and designing your own reports using the custom report builder.

Web 2.0 ITIL Service Management, Help Desk and Support Software