iSupport Help Desk Software
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.

Global Functionality

• iSupport Help Desk Software Functionality Overview - Incident Management Edition ($1,500/seat)
  • From customers to incidents, 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 8 hours)
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• iSupport Help Desk Software Functionality Overview - Service Desk Edition ($1,800/seat)
  • 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 10 hours)
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• Basic iSupport Configuration ($750/seat)
  • 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)
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• Support Representative Training ($550/seat)
  • 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)
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• SQL Reporting in iSupport ($300/seat)
  • 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)
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• Setting Up Security and Authentication ($525/seat)
  • 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 3 hours)
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• Professional Services (TBD - Typically $1800/day)
  • The iSupport Software Professional Services team is committed to ensuring the optimal use of iSupport in companies that have chosen to partner with us to enhance their service and support efforts. Service engagements are defined between an iSupport Software Account Manager, our Professional Services Manager, and your company.
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Customer Functionality

• Setting Up Customer Data Integration ($300/seat)
  • 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. (Up to one and a half hours)
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• Configuring the iSupport Social Client ($800/seat)
  • Create one or many Self-Service 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. (Up to four hours)
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Core Functionality

• Setting Up Categories ($350/seat)
  • 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 hours)
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• Configuring Rules and Rule Groups ($550/seat)
  • In this course you will gain an understanding of the types of rules and how to configure rules to send notifications, change field values, initiate an approval cycle, and route work items. (Up to 3 hours)
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• Building an Effective Knowledge Base ($300/seat)
  • This course will outline effective ways to capture knowledge, as well as distribute it to those who will benefit from seeing it. (Up to one and a half hours)
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• Configuring Surveys ($200/seat)
  • 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 hour)
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• Creating and Using Incident Hierarchy Templates ($400/seat)
  • 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 2 hours)
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• Configuring Email Processing ($300/seat)
  • 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. (Up to one and a half hours)
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• Creating and Using Correspondence Templates ($200/seat)
  • This course will give you a thorough understanding of how correspondence can be used to streamline activities. (Up to 1 hour)
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• Asset Management and Scanning ($700/seat)
  • 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 4 hours)
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• Using iSupport's Purchasing Functionality ($550/seat)
  • 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 iSupport Purchasing functionality. (Up to 3 hours)
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• Configuring and Using Service Contracts ($350/seat)
  • 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 2 hours)
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Service Desk Edition

• Configuring and Using Change Hierarchy Templates ($550/seat)
  • 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)
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• Using iSupport's Configuration Management (CMDB) Functionality ($1000/seat)
  • iSupport's CMDB is used to track the assets, services, and other resources that are crucial to your organization’s operation. This course will show you how to track the relationships between these components in iSupport. (Up to 5 hours)
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• First Steps to ITIL - Incidents, Problems & Changes ($550/seat)
  • 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)
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