Sostenuto ITSM2 Administrator Training

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This course provides the Sostenuto administrator with the concepts and skills to effectively administer, manage and develop an organisation's Sostenuto implementation. You will receive structured, hands-on practice working through the various Sostenuto concepts and components. You will learn how to model business practices and procedures within Sostenuto, utilise the extensive security options and be able to create, manage and automate a new service.

Who should attend

Service desk professionals responsible for the set-up, administration and smooth running of a Sostenuto help desk, service desk or contact centre.

Topics covered include

• Using the Sostenuto user interface
• Understanding Life Cycles, States and Operations
• Granting user access through Account Management and Access Points
• Utilising entity relationships to ensure data integrity
• Making the most of Fields and the many Field Types
• Creating and using Basic Rules for simple process automation
• Using Sostenuto to mirror your organisation's changing processes and practices
• Creating and using Advanced Rules to reflect complex business workflows
• Building user Screens with Grids and Companion Pick Lists
• Generating workflows within a Service and between new Services
• Creating a new Service to extend the implementation breadth
• Section Formatting within the Sunrise Crystal Report
• Utilising pre-set solutions to get up-and-running fast
• How to utilise Sostenuto to meet and enhance your business needs

Pre-requisites

There are no formal course prerequisites. We would though expect you to have worked within a service desk environment and be familiar with the processes and practices associated within your own service desk environment.

Time and Structure

Course time is from 9.30am through to 4.30pm. Breaks are scheduled regularly throughout the day and lunch is provided, typically between 12.30pm and 1.30pm. The course comprises of interactive facilitator-led presentations and practical hands-on exercises.

Course Materials

We provide you with a step-by-step course workbook that acts as both a course guide and a post-course reference manual.

Educational Objectives

Sunrise realises the importance of education and the transference of knowledge to its clients through professional, structured training programs. Should the format or structure of this course not address your needs, Sunrise is able to custom-fit a course or series of courses to meet your education requirements.

Course Code: SOSA104

Course Duration: 1 day

Investment: £700

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