Product Training
While iSupport is easy to install and begin using, iSupport Software has developed a series of one-on-one focus workshops that target functionality and will train users on topics that are most relevant to them. These focus workshops will not only lead to better retention of information, but will lead to faster deployment of additional features because the workshops are tailored specifically to the users environment.
- -- NEW -- Configuration Management Database ($550 per seat) - Course PDF
Related webinar archive available for this topic. - iSupport’s CMDB is used to track the assets, services, and other resources that are crucial to your organization’s operation. The key goal of iSupport’s CMDB is to help your company understand the relationships between these components and track their configuration. (Up to 3 hours)
- -- NEW -- Creating a Service Catalog in iSupport ($350 per seat) - Course PDF
- List the services your organization provides to either your employees or customers. Service Catalog functionality enables customer requests of services, products, policies/procedures, etc. utilizing configured Change and Purchase templates. Requests can be made by support representatives via the Desktop and by customers via the End User Desktop. (Up to 2 hours)
- -- NEW -- Using iSupport's Service Contracts ($550 per seat) - Course PDF
- Create and manage service contracts for your customers. Track and restrict incidents and changes for customers, companies, and/or assets. Set up contracts based on work item count, hourly count, duration, or both. (Up to 3 hours)
- iSupport Functionality Overview ($1,100 per seat) - Course PDF
- From incidents to change, assets to knowledge, this overview course will give you a good look at the functional areas you need to know to optimize your usage of the iSupport application. (Up to 6 hours)
- Basic iSupport Configuration ($ 750 per seat) - Course PDF
- This comprehensive overview will walk you through the configuration screens in iSupport to give you insight on major and minor configuration options that will streamline your usage of the application. (Up to 4 hours)
- Setting Up Categories ($ 350 per seat) - Course PDF
- This insightful course will give you an opportunity to whiteboard an effective and well thought out category structure, and understand the ways iSupport will leverage that information for maximum efficiency. (Up to 2 hour)
- Configuring Service Level Agreements and Notifications ($ 550 per seat) - Course PDF
Related webinar archive available for this topic. - In this course you will gain an understanding of various types of agreements, as well as key features impacting your agreements such as notifications, approval cycles, and reporting. (Up to 3 hours)
- Creating and Using Incident Hierarchy Templates ($ 550 per seat) - Course PDF
Related webinar archive available for this topic. - Leveraging hierarchy templates in your incident management is a fundamental way to put the power of iSupport’s automation in play and increase the efficiency of your service activities. This course will walk you through all stages of implementing hierarchy templates in incident-related activities. (Up to 3 hours)
- Change Management Fundamentals ($ 550 per seat) - Course PDF
Related webinar archive available for this topic. - Leveraging hierarchy templates in your change management is a fundamental way to put the power of iSupport’s automation in play and increase the efficiency of your service activities. This course will walk you through all stages of implementing hierarchy templates in change-related activities. (Up to 3 hours)
- Creating and Using Correspondence Templates ($ 200 per seat) - Course PDF
- This course will give you a thorough understanding of how correspondence can be used to streamline activities. (Up to 1 hour)
- Configuring Email Processing ($ 300 per seat) - Course PDF
- Let iSupport triage and route incident tickets converted from correspondence to the appropriate person or group. See how follow up emails can been routed regardless of current ticket ownership to prevent delays and increase accuracy in logging and ticket history. (Usually one and a half hours)
- Building an Effective Knowledge Base ($ 300 per seat) - Course PDF
- This course will outline effective ways to capture knowledge, as well as distribute it to those who will benefit from seeing it. (Usually one and a half hours)
- Asset Management and Scanning ($ 350 per seat) - Course PDF
- Proactively manage your assets with full-featured tracking, discovery and inventory capabilities. This course will enable you to optimize these key areas that impact your service desk. (Up to 2 hours)
- Setting Up Customer Data Integration ($ 300 per seat) - Course PDF
- This course will show you how iSupport can hook to external sources to provide a single point of entry for customer information. The course will also cover synchronizing the data so that customer information is always refreshed and accurate. (Usually one and a half hours)
- SQL Reporting in iSupport ($ 300 per seat) - Course PDF
Related webinar archive available for this topic. - Service desk personnel using iSupport will find tremendous value using Microsoft SQL Server Reporting Services (SSRS) to perform ad hoc reporting. SSRS works in conjunction with iSupport’s data models to enable users to create very powerful, highly-filterable reports with little effort. (Usually one and a half hours)
- Setting Up Security and Authentication ($ 350 per seat) - Course PDF
- This course will provide a thorough overview on securing your iSupport application. It will also discuss integrating iSupport with Microsoft Windows Authentication to eliminate duplication and provide a single sign-on environment. (Up to 2 hours)
- Setting Up Multiple Support Centers and Locations ($ 350 per seat) - Course PDF
Related webinar archive available for this topic. - This course will instruct users how to configure a single instance of iSupport to easily accommodate numerous support centers, locations, or individual business units while protecting the information shown to be relevant to only the users of those respective units. (Up to 2 hours)
- Configuring Surveys ($ 200 per seat) - Course PDF
- Surveys are a tremendous way of communicating with customers and garnering feedback. This course will show you how to create, distribute, view, and report on surveys. (Up to 1 hours)
- Configuring the iSupport End User Desktop ($ 300 per seat) - Course PDF
- Create one or many End User Desktops and enable customers or distinct customer groups to view unique FAQs, search knowledge bases, submit and view incidents, view informational headlines, and access web-based content to reduce the number of calls into your help desk. (Usually one and a half hours)
- Support Representative Training ($ 550 per seat) - Course PDF
- The value of a proper implementation and configuration of your iSupport installation can be greatly reduced if its usage isn’t optimized by support reps who understand how to use the solution to its fullest capabilities. This course will provide thorough and insightful training from the support representative’s perspective. (Up to 3 hours)
- Purchasing & Billing ($ 550 per seat) - Course PDF
Related webinar archive available for this topic. - Comprehensive purchasing functionality enables you to manage the complete lifecycle of the IT service process, and track all aspects of a project from start to finish. This course delivers a thorough overview of the new Purchasing functionality in iSupport 7.5. (Up to 3 hours)
- First Steps to ITIL - Incidents, Problems & Changes ($ 550 per seat) - Course PDF
Related webinar archive available for this topic. - The ITIL standards have become a de facto guideline for support activities, yet there is still a lot of confusion on what ITIL really is and how it applies to today’s leading service desks. This course will show you how to begin implementing ITIL principles by differentiating between Incident, Problem, and Change records. (Up to 3 hours)
To sign up for any workshop, please note the title(s) and contact iSupport Sales. They will happily assist you in filling out a iSupport workshop order form.