OMNITRACKER IT Service Management Center Training

This course offers a practical overview of the core processes of the OMNITRACKER IT Service Management Center (ITSM).

The aim of this seminar is to understand the integrated processes within OMNITRACKER ITSM Center, to understand interrelationships and dependencies and to learn how to deal with them.

Training topics

• OMNITRACKER architecture and User Interface
• ITIL process overview and demo data
• Work Cockpit and Task List
• Classic ticket processing
  • Tickets
  • Incident Management
  • Request Fulfillment
• Ticket Processing and Ordering in the Self Service Portal
• Shop administration
• Service Asset & Configuration Management
• Service Level Management
• Access Management
• Support processes in detail
• Master Data Management
• Category Tree
• Knowledge Base
• Activity Management
• Problem Management
• Change Management
• Release & Deployment Management
• Event Management
• Availability Management
• Process models
• Cockpit Controls
• Key Performance Indicators

Benefits

In order to understand and use the processes and the application of the IT Service Management Center perfectly, you will get to know all ITSM processes in this course and receive a comprehensive overview of their functionalities. You will gain detailed insight into the processes of IT Service Management and the associated workflows of the involved employees. The important topic of contract creation and service level management are also dealt with comprehensively.

You will learn how to assign user rights and set up user groups with the help of Access Management and can control and trace the tasks of your employees via Activity Management. Further topics are problem and change management, whose implementation with OMNITRACKER is shown in detail.

Participants

Process Manager

If you would like to learn how to customize an application, we recommend attending our OMNITRACKER administration trainings.

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