About this course

Course code TPSAW350
Duration 3 Days

This three-day class is designed for system administrators and consultants responsible for configuring the Service Anywhere application for a customer's environment. This course focuses on the tools and utilities used to tailor a Service Anywhere system. This course is a mixture of lectures and online exercises. The online exercises allow you to learn tasks by viewing a demonstration and then completing the tasks on your own, without the need for a physical lab environment. These online exercises continue to be available after the class is finished for additional practice. The online exercises were created using the August 2014 release of Service Anywhere and include job aids (PDFs of the exercise steps for reference). In addition, instructions are included for requesting a free Service Anywhere trial. The trial can be used as a live demo environment where students can use the skills and concepts learned through the online exercises to implement scenarios targeted to their own processes.
This course is designed for users who have taken the Service Anywhere end-user Adoption Readiness Tool (ART) course. Users who are familiar with IT service management (ITSM) Information Technology Infrastructure Library (ITIL) concepts and want to learn how the Service Anywhere workflow engine and application platform automates, facilitates, and enforces these key ITSM ITIL processes will also benefit from this course.

Prerequisites

  • SAW01IT - Service Anywhere 3.2 Interactive Training Created by ART

Intended Audience

  • Administrators, process owners, and managers who are responsible for configuring and tailoring the Service Anywhere application

Delegates will learn how to

  • Describe the key features Service Anywhere
  • Describe the architecture of the Service Anywhere solution
  • Create and apply a custom theme for the Employee-Self Service client
  • Manage the Service Catalog
  • Import articles using the Packaging tool
  • Describe the Emergency, Standard, and Normal change workflows and create models, task plans, and approvals
  • Describe how Service Level Targets are set for chat requests (only applies to requests)
  • Perform administrative tasks
  • Use the base configuration tools to configure fields forms, rules processes (workflows), and notifications
  • Describe the integration capabilities of Service Anywhere

Outline

Course Overview

  • Course objectives
  • Using the virtual room
  • Participant introductions
  • Course schedule
  • Daily schedule
  • Information about eBooks
  • Related courses and learning path
  • Certification
  • Requesting a free demo and deploying the sample data

Module 1: Introduction and Architecture

  • Describe the key features of Service Anywhere
  • Describe the architecture of the Service Anywhere solution

Module 2: Designing and Creating Custom Themes

  • Use theme builder customization options
  • Create a custom theme
  • Install and use a Chrome browser extension

Module 3: Service Catalog Configuration

  • Define Service Catalog management
  • Define a catalog category and service
  • Create service and support offerings for a service
  • Define approval and task fulfillment plans
  • Add user options and configure default values
  • Create new categories

Module 4: Understanding and Using Knowledge Management

  • Describe the main features of Knowledge Management
  • Import articles using the Packaging Tool

Module 5: Working with Change Management

  • Describe the Emergency, Standard, and Normal change workflows
  • Create change models, task plans, and approvals

Module 6: Service Level Management

  • Describe Service Level Target calculations
  • Describe how Service Level Target calculations are set for chat requests ( only applies to requests)

Module 7: Administration Tasks

  • Describe the administration tasks available in Service Anywhere
  • Locate supporting information in Service Anywhere modules
  • Import Person Records using .csv files

Module 8: Understanding Configuration UI Tools

  • Use the base configuration tools
  • Navigate application records and describe their features
  • Configure fields, forms, rules, processes, and notifications
  • Describe process metaphases, phases, and transitions
  • Describe business rules
  • Add and create rules using the Rules Editor
  • Use Expression Language to build conditions
  • Use business rules to debug and troubleshoot the system

Module 9: Service Anywhere Integrations

  • Describe the integration capabilities for Service Anywhere
  • Import and export data
  • Describe the Live Support - Computer Telephone Integration (CTI) integration
  • Describe Service Anywhere authentication
  • Use the Advanced Representational State Transfer (REST) Client plug-in for Chrome to test REST API functionality

3 Days

Duration

This is a QA approved partner course

Delivery Method

Delivery method

Classroom

Face-to-face learning in the comfort of our quality nationwide centres, with free refreshments and Wi-Fi.

Find dates and prices

Online booking is currently not available for this course, to find out more please call us on 0345 074 7998 or email us at info@qa.com to discuss how we can help.

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