USA Course Descriptions
Touchpaper ITBM Solutions Overview Course
Touchpaper ITBM Core Course
Touchpaper ITBM ServiceDesk Process Designer Course
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Touchpaper ITBM Solutions Overview Course
Duration: 1 day
Who should attend?
The course is recommended for Service Managers, Technical Owners, Process Owners/Managers, Project Managers and anyone who wishes to gain an overview of the total ITBM solution delivered through the Touchpaper Console.
Pre-requisites
• Use of the Windows Operating Environment. Preferably including the use of industry standard windows-based office products.
Objectives
This course provides a hands-on overview of the major components of the ITBM Console and Portal.
As a result of attending this course, delegates should be able to:
• Have an overall understanding of the functionality of and relationship between the various components of the ITBM Console and Portal.
The course covers the following subject areas:
• ITBM Console Overview
• Look and feel of ITBM
• Importance of queries and process as the backbone of the solution
• Incident, Problem and Change lifecycles
• Service Levels
• User Management
• Overview of Configuration Management
• Overview of ActiveKnowledge
• Overview of ActiveAssistance
• Portal Overview
• Self Service
• Remote Analyst
• Process Approver
• MI
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Touchpaper ITBM Core Course
Duration: 4 days
Who should attend?
The course is recommended for supervisors or system administrators of the Touchpaper ServiceDesk system. It teaches the core activities required to manage and administer both the Console and ServicePortal including the management of users, service levels, categories, CoreKnowledge and the production of queries. In addition the course teaches how to customise business objects and system windows.
Pre-requisites
• Use of the Windows Operating Environment. Preferably including the use of industry standard windows-based office products.
• Attendance on the Touchpaper ITBM ServiceDesk Solutions Overview course or a good understanding of the key elements of the ServiceDesk Solution.
Objectives
• To understand the methods used to create and manage the infrastructure required when logging key information in ServiceDesk.
• To understand the methods used to create and manage the objects and attributes of the Touchpaper Console and create and manage windows containing these objects.
As a result of attending this course, delegates should be able to:
• Create and manage all aspects of Users
• Develop Service Levels
• Build Categories and Lists
• Populate knowledge base with data from ServiceDesk
• Report against ServiceDesk by developing Queries and Reports
• Set up and configuration of the ServicePortal
• Use the Template Designer
• Data Imports
• Understand the Touchpaper Console object model
• Design and implement new business objects
• Modifying existing business objects
• Design and create new windows
• Modify existing windows
The course covers the following subject areas:
• The creation and maintenance of users. This includes:
• End users, Analysts, Account Managers, Contacts
• The management of Service Levels:
• The definition of your business hours
• Response levels for customers
• Escalations and actions
• The use of Categories and Lists
• Categories and Sub Categories
• Reference Lists
• Ordered Lists
• The creation of a knowledge base of solutions to Incidents
• Setting up the knowledge base
• Adding new entries to knowledge base
• Searching for solutions within knowledge base
• The production of management information from ServiceDesk
• Designing and creating queries
• Query criteria
• Previewing and adding to a List Panel
• Report designing
• Configure mail settings
• Define inbound and outbound mail settings
• Linking to processes
• Automatic call logging and notification
• Set up and configuration of ServicePortal
• How to use the Template Designer
• Data Importing
• Setting up connections to external data sources
• Importing Configuration Items
• Object Designer tool
• Understanding the object designer
• The Touchpaper Business Object model
• Objects and Attributes
• Modifying existing business objects
• Creating new business objects
• Windows Designer tool
• Understanding the windows designer
• Creating new windows
• Controls, their properties and use
• Modifying existing windows
• Creating new windows
• Use of windows through the incident lifecycle
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Touchpaper ITBM ServiceDesk Process Designer Course
Duration: 3 days
Who should attend?
This course is essential for those who will be responsible for designing and implementing business processes within the Touchpaper ITBM product suite. In addition this course is also essential for those who will be responsible on an ongoing basis for process maintenance and change.
Pre-requisites
• Use of the Windows Operating Environment. Including the use of industry standard windows-based office products
• Attendance on the Touchpaper ITBM System Administrator and Touchpaper ITBM System Designer courses
• Knowledge of relational database design
• Understanding of basic business process design and implementation
Objectives
The Touchpaper Process Designer course will introduce delegates to the Process Designer component of the ITBM product and give them the skills to design and build processes. The course will also give delegates the skills to amend and update existing processes.
As a result of attending this course, delegates should be able to:
• Design and implement new business processes within Touchpaper ITBM
• Update and amend existing processes within Touchpaper ITBM
The course covers the following subject areas:
• Introduction to Process Designer
• Review of the Touchpaper ITBM designers
• Object Designer
• Windows Designer
• Process Designer
• Touchpaper Console Administration
• Building a new business process in ITBM suite.
If you have any questions regarding education in the USA please contact Lisa Velazquez on 646-205-3444 or at liza.velazquez@touchpaper.com