Sostenuto ITSM2 User Training

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This course is designed to meet the needs of both support management and staff who use Sostenuto on a day-to-day basis and thus require detailed knowledge of the help desk module. The course will detail all aspects of the help desk module.  Additional tutoring on other elected modules will also be given. Upon completion of the course delegates will have a good working knowledge of Sostenuto as an end user.

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:

• Overview of Screens
• Working with Associations
• Setting up and working with Service Level Agreements (SLAs)
• Setting up Department Details
• Setting up Contact Details
• Activate Deactivate Contact Details
• Set up Absents - Training Records per Contact
• Incident Logging & Incident Tracking
• Using Quickfix Incident Summaries to Log & Close Incidents
• Assigning and Actioning Incidents Internally
• Work with Effort & Financial Information
• Customer Surveys
• Perform Associations
• Inventory Management
• Partner and Item Maintenance
• Assigning and Actioning Incidents Externally
• Using the Knowledgebase to Resolve Incidents
• Adding Information to the Knowledgebase
• Problem Management
• Using Search Problems to Resolve Incidents
• Change Management
• Work with Tasks in Change Management
• Overview of Filters
• Creating and Editing Temporary Filters
• Using e-mail
• Reporting and Printing

Pre-requisites:

There are no pre-requisites as this course is designed for new users of Sostenuto.

Course Code: SOSU104

Course Duration: 2 days

Investment: £1300

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