IT Help Desk Starter Pack | Catalin Popa | Skillshare

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Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Watch this class and thousands more

Get unlimited access to every class
Taught by industry leaders & working professionals
Topics include illustration, design, photography, and more

Lessons in This Class

14 Lessons (2h 12m)
    • 1. Introduction

      3:34
    • 2. What is Outsourcing?

      3:04
    • 3. A day in the life of a helpdesk agent

      2:56
    • 4. The Hardware you'll be using as Help Desk Agent

      1:54
    • 5. The Softwareyou'll be using as Help Desk Agent

      24:01
    • 6. ITSM and ServiceNow Introduction

      0:50
    • 7. Hands On your ServiceNow instance

      3:18
    • 8. ServiceNow User Interface

      3:21
    • 9. Configuring the banner

      1:44
    • 10. Incident and Major Incident Management

      23:25
    • 11. Request Fulfillment

      13:21
    • 12. Knowledge Management

      14:09
    • 13. Service Level Management

      14:50
    • 14. HR Ready

      21:50
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About This Class

This course will walk you through everything you would need as a Help Desk agent and by the end of it you will be confident to take on any junior interview.
Unlike other existing courses out there, this one has been carefully designed to meet all the needs of the candidates and in addition to that, the agenda has been tailored to the latest tech industry.
Don’t believe me? Imagine that this course includes: ServiceNow, ITSM Processes, HR Ready, Hardware and Software!

Speaking about the IT industry, it is growing at an alarming pace and the need of IT professionals continues to rise. If you’re eager to venture into the field of technical support and looking to join this growing profession then this course is the solution for you and will help you land a job in no time.
With or without experience, it’s definitely worth #trying because of the valuable content, a digital certification that will be issued upon completion,  engaging instructor and many other advantages that you’ll discover while following the course.

Course Agenda:

Chapter I – Intro

• Agenda
• Meet the instructor
• Outsourcing
• A day in the life of a Help Desk agent

Chapter II – Tools

• Hardware – Intro
• Software – Active Directory, MS Exchange, MS Outlook, VPN, Remote tools, Workforce Management, ITSM Tools

Chapter III – ServiceNow + ITSM Processes applied in ServiceNow
• Hands-On ServiceNow Instance
• User Interface
• Incident Management – Definition, Personas, Use Case(s), Diagram, Demonstration
• Service Request Management- Definition, Personas, Use Case(s), Diagram, Demonstration
• Knowledge Management- Definition, Personas, Use Case(s), Diagram, Demonstration
• Service Level Management- Definition, Personas, Use Case(s), Diagram, Demonstration

Chapter IV – HR Ready

• Walkthrough of Top HR questions + scenarios
• Job Description
• Salary negotiation technique
• Role play

Join me onto this path and we can become Industry colleagues in no time.

Meet Your Teacher

Teacher Profile Image

Catalin Popa

ServiceNow Product Manager

Teacher

Total experience of 8+ years in collaborating with stakeholders & vendors in various Banking, Telecom, Aviation, Oil & Gas, Retail, Pharmaceutical, Health Insurance, Automotive and Aerospace industries;

•4 years of working with the ITIL framework;

• Process design and implementation for all ITSM processes;

• Creating and delivering training content on a regular basis.

• ITIL Certified

•  ServiceNow Certified

See full profile

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Transcripts

1. Introduction: Hi there and welcome to the IT help desk starter pack course. This course comes in handy to all students that seek to start an IT helpdesk career, regardless of their previous experience, whether you have been working in the IT industry and neither refreshment, you have worked in a different domain or you're just a fresh student. Trust me, discourse has been carefully designed to meet any candidate needs in order to pass any junior interview. It's still not convinced. Let me walk you through the agenda hand. You'll see for yourself, the agenda might seem light, but don't rush into any conclusions just yet. Each chapter comes with its own sub chapters making this course and the complete one in the introduction, we will get to meet each other. That is, of course, if this is the live session else, it will just find out stuff about me. We will also discuss about outsourcing and how a day in the life of a helpdesk agent unfolds. In the second chapter, we will discuss about the tools divided into hardware and software that you will be using as a help desk agent and the most common attributes for each of them. Uh, right after that, I will introduce you to the most common ticketing tool and walk you through all the processes that you will be using on a daily basis. In the end, I will make sure that you are ready for any entry. It helped US job and I plan to do so by walking you through the top HR questions, scenarios, salary negotiation technique, role-play, and many others. That's it for the agenda guys. Let us now move on to the first chapter and get to know each other. My name is Kaitlyn or the short version cutter, and I'll be your instructor for this course, which has been exclusively brought to you by IT Life club. I have been working in the IT industry for more than eight years now, out of which five implied working directly with ServiceNow and free as an ITSM consultant for various companies across different sectors to make a long story short, I have lots of experience in offering consulting services for both ITSM processes and service now, and I plan to share this knowledge with you throughout this course. Now, this might sound like much to you, but I was once inertias. And believe me, when I say that apart from Marie installing Windows on a desktop, I didn't know too many about computers, but I was always eager to learn more, which I strongly believe that it was the main reason for being here today On a personal note, apart from sharing knowledge with others. Hi, I'm definitely a sportsman in my youth. I have played water polo as a professional for seven years. Then the final exams came into picture, and therefore, I have decided to focus on school. I haven't fully quit though. I still do a lot of swimming to stay in shape. And just in case you're wondering why some of the slides have water team. Well, I think I have just answered your question. Apart from this, whenever there's more than ten degrees outside, you will find me on the road on my Ducati Monster. I'm in love with animals, especially dogs. As you can see, I have my own dog or bear up to you health like to perceive it, make it even more personal. I'll tell you that I'm married with children and I live a happy life, unlike how Bundy, and in the picture, you'll see the three of us in King's Landing. Now that you know a couple of things about me, let's move on to the next lecture and understand what outsourcing companies. 2. What is Outsourcing?: Outsourcing, you must have surely heard about it while now is the time to get a better understanding of what it is and how it will become part of your life from a jump perspective, when it comes to the definition, we can refer to outsourcing as an agreement between two or more companies in which the first one decides to outsource some of its services to a different company for various reasons. Let me give you some examples of outsourced services. The first service that I want to talk about is our focus, and that is the IT Hub does support picture the following scenario. Accompany decides that it no longer needs to pay 13 internal IT employees to two big salaries. The same employees are complaining about the night shifts, flexible hours, and are also a continuous and present risks to quit the job. The company has just had enough of it and decides to outsource the same services to an industry related company. Just by that, the X company made its life way easier because it does not have to worry anymore about salaries, staffing, nor shift coverage. The same goes for financial consulting services where our X company can hire a dedicated finance company to rounder numbers, make sure that all the employees are paid. Bonuses are calculated here, right? Etc. The list can go on where the entire HR department can be outsource, and the X company can forget about interviews, paperwork, amount of days off, etc. We saw the benefits already. I think they make a lot of sense because it has been going on since 1989. And just to share with you a related example, by 2024 D IT outsourcing industry is expected to grow by 98 billion and just follow along and you'll be contributing to that number in no time before you get there though, there's always a Dark Side of the Moon. So let's talk about the few cones as well. In order to outsource the services, the X company must have signed a contract, and that is to be referred to as service level agreements. But we will discuss about that more later on in the course. How did the outsourcing company meets those terms? Well, it's basically up to them. If a single person or 100 can do the job as long as it's done. Not just that, but it's not always milk and honey. And the outsourcing company may fail to meet those. Slas. And dx company can do pretty much about it if financial sanctions have not been imposed in the signed agreement or another risk could be bankruptcy for the outsourcing company. I know it might be rare and some due diligence should have been done by dx company before, but it may still happen. Okay, guys, so we have discussed about IT outsourcing, saw some examples, went through pros and cons. Now it's time to CTE how a day in the life of a hub desk agents looks like. 3. A day in the life of a helpdesk agent: As in any other day in your life, you will start by waking up and go to the office. While not entirely true because the IT industry is on top of all industries where their employees are entitled to work from home. You might not start from the beginning for various reasons such as little knowledge in terms of processes or tools, but in time, you will get there. For our scenario, the location is not important though, and we will start with the login phase. Employer is entitled to know how much time we spend logged in, and it will make available a tool for you and your colleagues from which you can log in, place yourself on breaks, short breaks, lunch, and log off. Sounds fair right. Now that you are logged in, you will be part of one primary assignment group for your region or area of expertise. This Q is nothing else but the place where a certain tickets raised from customer reach. Reach. I have mentioned tickets yes. As a helpless cage and you will most likely handling incidents and requests. Such tickets can be raised by you if a customer codes into requests or report something, or alternatively, they can be raised through email portal or chat. If the company supports this future, you won't have to develop the multitasking skills as well. Because in time, you will be asked to raise debt tickets while having the conversation with the customer, even if it sounds a bit overwhelming, trust me, it isn't and I'm not saying that it's going to be a piece of cake for beginners, but you will develop this skill naturally without even realizing in the next chapter, that is the incident management demonstration. To be more precise, you will see how it is to raise a ticket and you can continue practicing till you get accustomed with the flow. In the last piece from our puzzle is the quality that's the employee is supposed to deliver. The companies will also put quality in front of plant if your future employer doesn't see it this way, well, then you should ask yourself some serious questions in regards to your future at that company as a Help Desk agents, your tickets will be verified by a quality specialist who will check if you noted down all the important aspects that the caller reported and also some of your chords will be listened to in order to check how polite you were and how accurate was the solution you have offered. I think it's reasonable. And so should you, because if you're doing your jump right, there is no reason to worry about anything. That's it for day in the life of a help desk agents have to roll how much can wonder in a single day, while there's definitely more, but these are the key aspects. Login, follow schedule, check cubed, deliver on time, and especially make sure your work is flawless. Let us now move on to the next chapter and talk about the tools you will be using in order to fulfill your daily activities. 4. The Hardware you'll be using as Help Desk Agent: I have divided the second part of our demonstration into hardware and software. So without further ado, let's start with hardware. It may differ from company to company, but one thing is for sure you will be assigned with either a laptop or a desktop from where you will have access to all of your applications. According to some statistics, just saying 2019 alone out of 266 millions of desktops and laptops, sixty-five percent of the devices that were sold were laptops. Why is this important? Well, it's not that big of a deal. It's just a statistic that may reflect how big are the chances to receive a laptop or a desktop from your employer? More than half of employers allow their employees to work from home, and 77% of the same considered themselves more productive while working from home. Now, getting back to our device, it is good to know that it will come pre-installed with an operating system and some main applications that we will cover in the software part, I want to add here that this device will be provided to you by your future employer. Hence, you should remember and treated as such. And to be more precise, watching movies, playing games or installing unauthorized software can be against the employer terms, and therefore you should avoid all of these actions. The next thing on our agenda are the peripherals. And we can mention in this list, a mouse, a pair of headsets, a keyboard, or an external flash drive, commonly known as an USB stick. The last thing when it comes to hardware is a phone, and it can come as a physical one that will sit on your desk or a virtual one that can be accessed from your laptop or desktop. We will talk more about phones in the next lecture, but for now, let us stop here and get ready to see your list with the most important software that we'll be using as a helpdesk age. 5. The Softwareyou'll be using as Help Desk Agent: Before we start, can I just wanted to quickly ask you something. Don't be scared. I know these names don't mean nothing to you just yet, but they will because we will walk through all of them by explaining what they are, their purpose, and also get to see some real life scenarios. Another thing that I wanted to make clear from the beginning is that no matter what accompany that you will be working for, nobody actually expects you to know all this stuff as a beginner, therefore, a training must be provided to you. And apart from the training, you will be encouraged to use the knowledge base that is part of the ticketing tool and which holds information about the troubleshooting steps you need to follow in order to resolve the reported incidents. Okay. Now that we've got this sorted, let's start with the workforce management application. If you remember the slide, a day in the life of a hub, a SQL Agent, I have mentioned that punctuality is crucial and the employer knows it is to basically deal with it. It may be possible to have a flexible schedule. Therefore, the login and log of timeframes may change from one week to the other. Nonetheless, both should be respected apart from monitoring the entire schedule D workforce management application can be used to log the breaks, such as short breaks for lunch. The purpose of this is quite obvious. The employer will want to know how much time you are productive and how much time you're spending on breaks. Usually the brakes lots are predefined, but it is not a master. I just wanted to tell you so that we set the right expectations. I mean, let's be honest and think about this for a second. If there weren't any rules to follow, anyone would log in at their convenience, spend more time in the cafeteria then resolving customer problems. It would just be insane. In a nutshell, I think this is pretty much the reason for why the employers prefer to use the workforce management applications enough with the time, let us now discuss about D ITSM tools to understand what they are and their purpose and how you will be using them. These are the most common ITSM tools used by outsourcing companies with the remark that presently service now is the most popular out there. Used a hand implemented, is that popular that we have dedicated an entire chapter about how it works and how the processes that you will be using are applied within it. Generally speaking, an ITSM or an information technology service management tool can be looked at from a helpdesk agent perspective as the place where all the tickets are storage. In reality, it is way more complex than that, but for now, we want to keep it simple, so that makes sense. 100%. Imagine that a customer calls in requesting for a mobile phone. It may sound as a simple request from a consumer because as a regular person you'll walk into a store, pay for it, and you're good to go. But for accompany mobile phone, things are quite different. Someone has to approve this request. That quite different. Someone has to approve this request, then someone needs to deliver and configured a phone. And more importantly, this needs to be tracked at all time service. Now does this exceptionally and not just this, let's take a different example. Another customer would call in to report that his mailbox is running very slow. You have a knowledge base to look in and some helpful articles, but there isn't one to match the problem exactly. The customer tells you that he has experienced the same issue two months ago and the colleague of yours fixed it but can't remember Hub and you are now saved because ServiceNow It keeps a history of all tickets and all you have to do now is to serve the customer history, opened the result incident, and follow the same steps. It was that easy. There are plenty of more examples of incidents and requests, but we will talk and demonstrate the ITSM functionality at the right time. For now, I just wanted to tell you about its existence so we know where the tickets are. Rock now, let us talk about another cool and kinda daily basis. It's name is Active Directory. Let me tell you a bit about what it is it does and how you will be using it by sharing the most common scenarios you will be dealing with. Active Directory is a Microsoft tool that is running on a Windows server with the purpose of holding together information about all the resources that are part of one or multiple domains. Now, I'm not going to dive into too many technical details and try to keep it as simple as it gets. I've mentioned resources. And these resources can be user IDs, printers, laptops, desktops, basically all that connects to the network environment to make it even easier to understand, you can think of Active Directory as the global address book that knows it all. I've mentioned that I'll be telling you some real life examples. So here they are. Password reset. This is probably the most encountered incident in the history of help desk, according to Gartner Group, the amount of codes related to password reset and outsourcing company is receiving is estimated between 30, 50%. And trust me, this is a lot. Now, how does this work? Well, basically the end user or customer forgets his login password for various reasons and cause the services ask to have it reset. You will pick up the phone, asked him some security questions to verify his identity, login to active directory, setup a temporary password, create an incident as you speak with the customer. The newly set password via phone, and if it works, set the incident to result. Let's see the next scenario. Map printer. What does this mean? To give you a bit of contexts, there are various types of printers in terms of connectivity. There are old-fashioned USB printers, Bluetooth printers, clouds printers, network printers, and the list can go on, but our focus will be on the network printer. Let's take the following scenario. There are 20 employees working on the same floor and they only to print stuff from time to time. They can't have 20 printers. They can't have 20 printers, and neither do they need to. Instead, they have a single printer connected to the local network. New color gets hired and would like to print some stuff, but can't use the network printer because it is not mapped to his laptop. Therefore, his colleagues advise him to call the service desk and raise a ticket. You will pick up the coal, verify the customer identity in order to determine his location, create and draft a ticket remotely connected the user PC or laptop. I know we haven't discussed about this yet, but bear with me because it's way easier than you think. Now, once you are connected, go to Control Panel devices and printers. Select, Add New, then go for the network printer selected from the list, click Finish, and considering how easy it was the next time a new employee will come into the office, his colleagues will add the printer themselves. The last example for Active Directory is the request for accessing a shared folder. And I've kept this for the end as there are, there are companies that have this process automated by using different programs without the need of a helpdesk agent. For the sake of the example, let's consider that a new employee got hired in the finance department and he will need to access some shared folders that are used by his colleagues as a repository for their documents. As you might have thought, our new employee will call the service ask and request this axis, usually these requests come from the employee's manager because there might be sensitive information there and not all the employees are entitled to see it. Just think about salaries or bonuses, that sensitive information. And that's why some folders can be accessed by other departments, assuming that the employee is entitled to a request, tickets must be created and right after or at the same time his identity is verified. You should then open the Active Directory tool, navigate to the folder that the user is requesting access to, then check the existing users or groups that are part of it and the color as well, once the group that user needs to be part of is identified, add him there. And after a couple of moments, he should be able to access the shared folder without any problems. We're going to add Active Directory guys, remember if there are questions around this topic and not only feel free to drop me an email at office AT IT live club.com or just use the contact form. We will not talk about VPN, which is short for Virtual Private Network. Now I want to tell you a real life story that has nothing to do with GIT world, but will make you understand the concept of VPN easier. I recently finished watching the Narcos Mexico on Netflix and got to an episode which literally blew my mind. The show is more or less focus on how Mexican dealers who are trying to smuggle cocaine from Mexico to us. There is boats, planes, trucks, you name it. It went very well for them, but it implied huge risks in order to mitigate those risks. A soldier with literary reputation at that time, three or lines that considering how close the quanta was position two, the US border, why not buy two warehouses, one in the Juana and another one in us. The catch here was that the two warehouses had only 1.3 kilometers between them. So he decided to build up a tunnel and smuggle all the cocaine through that tunnel. The plan worked well enough till it was discovered, of course, but it was not appreciated. As over the last 25 years, 180 more tunnels followed. Let's get our feedback on the ground now and see how the Narcos Mexico story relates to VPN. You will want to use the VPN for various reasons. For instance, if you're at home and would like to access a folder that is stored on the local network. You can't because you are connected to your home Wi-Fi, which is not part of the same domain, just to open the VPN application, type in your user ID and password, hit connect and all the applications that were not accessible before are now operational. As a note, eastern are stating that they are not in the office and cannot access whatever application they could be for. Just ask them to connect to the VPN. And the problem would be primary code result. That's it in terms of VPN guys, the takeaway is that it's just an application needs to access some resources that are available in a different network environment. The next software on our agenda is Microsoft Exchange. This software runs on Windows Server just as Active Directory with the different stat Active Directory handlers, resources, and Microsoft Exchange is an e-mail solution. You can think of it as a software installed on a server, which the purpose of allowing registered users to send or receive emails, setup, meetings, etc. On the same note, this software is what runs in the back-end and we will not be accessed by the end-users. As a matter of fact, they don't even know of its existence, with the exception of when it is down, when the mailing server is down, there will be a bit of chaos, but we will get there. When the mailing server is down, there will be a bit of chaos, but we will get there for now. Let's see The most common incidence or requests and help desk age and this handling when it comes to Microsoft Exchange mailbox, this means there is a new employee in the office. And as most of the employees, there is a need of an email address for him. You will verify the user's identity, look him up in Active Directory to search for his contact details and have them handy. Then open Microsoft Exchange console, go to recipients user mailbox. Then just follow the dialogue by filling in details such as alias, which is the email address, the FirstName, LastName, and the display name. According to Microsoft documentation, it should take somewhere between 35 minutes to create a user mailbox. Moving to the next scenario, create, edit or remove distribution lists. Before I tell you how this can be achieved, let me tell you what they are. As the name suggests an address, Let's say the board would like to inform the entire hub. Does department located in various regions around the world about a change in the organization. There are hundreds of agents working for the same company and the sender couldn't possibly know all of them. So how to fix test, create a distribution list and add all the agents there and send the email to that distribution list. Pretty cool, right? The next thing that is quite common when it comes to Microsoft Exchange is user quota. This example comes in handy when the user receives a tremendous amount of emails and needs to have them stored in his mailbox online site, Google allows two gigabytes, Yahoo one gigabyte, and our fictional company, just 500 megabytes. Usually these limits are in place because they don't want to put too much load on the server and keep the storage and limits. However, from time to time, you might receive a call where you will be asked by the user to increase his quota. Such requests usually require approval and assuming the user has it, you'll have to log in to the Microsoft Exchange console lookup for the user's mailbox. Click on Edit more options for this mailbox, and then type in the new value in gigabytes, click Save, and that was it. This operation should last under two minutes from the moment you open the Microsoft Exchange console, we're done with Microsoft Exchange guys. I hope the definition along with the examples and instructions were clear enough. I would just like to add that you do not have to memorize all these steps as the instructions will be made available for you in the knowledge base, It's now time to discuss about Microsoft Outlook, which relates and is dependent on Microsoft Exchange. Lot has, we will see in a bit, Microsoft Outlook is a client male part of Microsoft Office suits, and it is installed on the end-user computer to quickly recap, these two are interrelated but do separate things. Microsoft Exchange is a male. Microsoft Exchange is a mail server that holds information about all the users from one or multiple organizations. And Microsoft Outlook is an application used by the user to send, receive, email set up, meetings, create tasks, etc. I think that we have a basic idea of what outlook is. Now, let's go through the most common scenarios you might encounter. Create signature. You might have noticed that the users belonging to an organization have a fancy signature at the end of an email, which includes the logo address, contact details, and maybe a quote. How to set it though, just open Outlook, create a new email, select signatures, choose New Paste Twan from your colleagues and modify it to suit your profile and select Save. It was that easy? The next scenario is to create, added or removed one or multiple roles. First thing first, what are the rules? A rule is an Outlook functionality which automates the behavior of how emails are archived and many other options to begin with. Let us say that as a helpdesk agent, you're supporting two countries, Spain and Ireland. Each employee, no matter the region, works for the same company, but we have certain particularities. Therefore, you'd like to organize your inbox by creating two folders, Spanish users and Irish users. You can of course drag each email from inbox to the newly created folder manually. But why would you do that where you can create a rule? All you have to do is to right-click on a message, select roles, create row, and then from the condition, choose your target folder. Remember that you can always edit or remove an existing role by going to rules, select the one you want to edit, or just remove it, and that's basically it. Next thing on our agenda is repair a PST file. Psd is short for personal storage table and comes in handy when you are not allowed to increase your storage quota. The image that you receive are stored on a server somewhere server somewhere physically away from you. Whereas a PSD file will be stored locally on your computer. It helps in the long run because a PSD file can reach 50 gigabytes. And if you were to receive just plain texts without any attachments, it would translate into 500, thousands of emails on the same note. Just as a fun fact, if you'd send about 15 miles per day, it would take about 27 years to get to that 50 gigabytes storage limits. So we can safely say that it's more than enough. It has its own drawbacks and the user will start notice them once the size increases. Considering that it's a known issue, Microsoft created a dedicated tool called scan PST dot txt. And all you have to do is to run it on the user's computer, select the damaged archive and get ready to hold your horses because it's going to take awhile. Next item on our agenda is connectivity issue. This signal is that the user cannot send or receive emails, not receive emails if it is just him, you might be able to resolve this on your own. But if it is the entire departments that it is affected, you will definitely have to report this to the incident manager as this is an incident with urgent priority. So just assuming that there is one user affected, there is a button named worked offline meant to save data. If the device is connected to the internet through a mobile hotspot, it works as expected, if clicked outlook will stop communicating with Microsoft Exchange and hence no more emails can be sensed nor received. If that is the case, just advise the user to click on it again, and the problem should go away in a matter of seconds going forward with the next example, you might be asked by Dn desert to set or show how an email can be delayed from being sent. Once you click the Send button, there are a number of reasons for why you would want to do that. And it's good to know that it can be done creating an email just below the priority of it. There's that and then feel free to schedule the time for when you'd like DMO to be sent. Exit the configuration draft your email, click on sand without worrying, of course, because the e-mail will sit in your outbox and we'll move to sand when the time is right. That is of course, when you have scheduled. It's the last item on our agenda for Microsoft Outlook is request read or delivery receipt. If the content of your email requires immediate attention, contains sensitive information or you just feel like using these features, you can ask for one or both of them. And the recipient will be prompted to confirm that he has received and read that email. The recipient can of course, choose to ignore these requests by closing the print, but I don't know if you ask me, it's not that useful considering how easy it is to get rid of it, but some persons like to use it. So in case they asked how to do it while creating an e-mail select options, tracking, and then request delivery and read received when an e-mail select options, tracking, and then request delivery and read received. We're done with all the guys. We've covered the most common scenarios. Remember that you don't have to memorize all these steps because no one actually expects to know them by heart. And moreover, you will be able to access this information as knowledge articles from the ticketing tool. Let us now move forward and discuss about phone software. Here are the three big players in the market when it comes to business communication. Nowadays, fonts can be connected to your desktop or laptop through a wire and you can take the answer or place calls from your device using a pair of headsets instead of the classic phone, the technology evolved even more and we can now install a piece of software in our computer, configure it on the server, and the phone can totally disappear from your desk. The software basically allows you to receive place calls and even listened to your voicemails. I wanted to give you a quick introduction about it. Not necessarily because because you will work with either a desk phone or with a software that does exactly the same thing as a help desk agent. It will be one of your primary activities to answer calls. And it's nice to know that you won't be assigned with a dedicated phone number. The customer only has one number which it will dial. And depending on who answered the last call or who is busy at the moment, the phone will ring. It's not random. Let's say that you're on the floor working with two more colleagues. You just had a cold and resolve the issue while our colleagues were doing something else but not on the phone. The next customer who will call will be redirected to one of your colleagues till it reaches your turn again so that the load balance is equal. If there are, of course, free calls at the same time, all the phones will ring, and if a new customer will call, q will be put on hold. You should now be familiar with the communication flow. Therefore, let's go ahead and discuss about the last crucial software that you will be using as a help desk agent, the chat and remote connections you will be probably not encouraged to do because the conversation might be lost. And in case of a dispute, it will be your word against his. And we all know that the customer is always right even when he's not. My advice would be to stick with the phone, e-mail communication and the comments from the ticketing tool. There are exceptional cases though, where in the troubleshooting glass forever and, you know, it therefore keeping him on the line wouldn't make sense. So you have to do is to set your desk or software phone to a task status so that you don't receive other calls. And in case you need any input from the customer, you can just pin came on the chat window. We did speak about chat. Let's now go forward and talk about remote solutions. So let's see. The most used application that do this job will start with the most popular Skype for Business developed by Microsoft. Apart from chatting, you can call and receive audio or video calls. You can share screen take control of the participants screen, Sanford screen, take control of the participants screen, send files and many other cool options. The second application is Microsoft Teams, also developed by Microsoft as its name suggests, what's the difference that this one is newer, has all the futures IP has, and also some new ones that focus on collaboration and teamwork. After all, it is cold teams. This means that you can create a directory or file share with your colleagues and whatever changes you do on it, your colleagues will be able to see it in real-time. This is a nice future, but in order to make use of it, you will be needing a powerful laptop to run it because it uses a lot of resources. The next application on our list as WebEx, this is sometimes more reliable than the first two in terms of meetings and sharing screen, It's only drawback is the chat function because it will be available just after the participants have joined the meeting. It is worth mentioning Tim viewer as well. It does a great job for a job for remote sessions, but it's very poor in terms of chat and lacks audio communication. Less software comes pre-installed with Windows. It is called Remote Desktop Connection and lacks both audio and chat functions. To sum up, Skype for Business is the most popular application out there, as it does, all you would need as a helpdesk agent, team does the same thing, but uses more resources and focuses on teamwork. And WebEx is the best at hosting conference calls, which you probably won't be using initially. The other two are not used anymore, but it's good to know about their existence in case you ever see their names. So we are done with this chapter, guys. I hope my explanations weren't clear enough. If there weren't, please drop me an email at office AT IT live club.com and I'll happily answer your questions before we move on to the next chapter outline to add that all the troubleshooting steps that I have went through in this lecture will be made available for you. 6. ITSM and ServiceNow Introduction: Hi guys and welcome back to the ITSM processes applied in service. Now suction, as the name suggests, we will learn how to obtain a free service now Instance, we will then navigate a bit for it so that you get a hold of how it works. We will learn how to configure the banner as well. And right after we're familiar with service now, we will one-by-one talk about the ITSM processes and how they apply in service. Now, to be honest, it's not going to be just talking. It's more than that because every process will be presented in the following manner. The definition, the list of persona's that are involved in the process, one or more real-life scenarios, the process diagram, and at the end, the demonstration in service. Now, we know exactly what is waiting for us. Let's move forward and obtain our ServiceNow instance. 7. Hands On your ServiceNow instance: Hello and welcome back. In this section, we will be discussing about user interface and its basics, such as how to obtain your ServiceNow instance, how to explore it, and how to configure it. In the end, you will have a short quiz and a summary of this section. The first topic and probably the most important from the user interface section is how to obtain your service. Now instance, in this slide, you can see a list with all the steps, but please keep in mind that you do not have to memorize them because we will be walking through them together. And I'll also be sharing this information as a downloadable resource. So now that we know what is waiting for us, Let's dive in and obtain our ServiceNow instance. The first step of this process is to navigate to service. Now that's developer.com. And then click on the Register option from the top of the page. Now, you will need to fill in the below fields with your personal details. And also please keep in mind that you have to think of a strong password that meets the required criteria after that, typing the security tax from the display dimension and lastly, agree with the ServiceNow terms and conditions. Confirmation note will now appear asking you to verify your email address. You should check your inbox folder for message from service. Now, the content of the e-mail contains a verification link which you will have to click in order to activate your account. After clicking on Verify E-mail, you will be redirected to the service now page where you should be seeing a confirmation message in regards to the account activation. Now click on sign-in, filling your email address and password, and there you have it. You are now logged into the service now developer homepage. But don't get too excited. We are not done yet. We are yet to request our instance. The first thing you will be prompted is to go for the developer agreement and accepted. Once you are done with this step, you will be asked to fill in your profile details for maximizing your experience as ServiceNow likes to call it. After that, you will need to go to the Manage tab and select the instance. From here, you will select the request instance and writing a text box how you will be planning to use your instance. Select. I understand. And now it's time to select the version. Since New York is the latest built, we will of course go for it. And again click on the Request instance. In here, you will see your instance link doubled how many days of inactivity you have left. And at the bottom of the page, the onetime only credentials. Make sure you copy the password and then click on the blue hyperlink. Now it's time to change the provided password again. Please make sure you will be using a strong password and click on Submit. Congratulations, you are now the proud owner of a service now instance. This is how the homepage looks like, but this is just the beginning. Make sure to stay tuned for more details in the next lectures. 8. ServiceNow User Interface: Hello and welcome back. In this lecture, we'll be discussing about the service now, user interface. It is composed out of the banner D application navigator and the content frame. Now let's see exactly what each one has to offer, starting with a banner, this is present at the top of every page. It contains the logo, which is editable as we will discover in the next lecture, then also the user menu. And as you can see, you have several options. The profile, it's you access the information for the current logged in user. Then we have impersonate user, which will allow the system administrator to access the other user's profile for testing purposes. As a keynote, the user's password will not be required for impersonation. As an administrator, you will also see the Elevate roles option. By default, you do not have elevated privileged roles upon login, you must manually elevates the privilege of the role. And elevate privilege role will last only for the duration of your user's session. So you might be wondering why using it, because you will have access to high security settings such as access control lists, which we will also cover later in the course. For the user menu, the last option is logout, which will of course, as the name suggests, log you are from the current session. Now moving forward, the global tech search icon will help you finding different records from the table, such as incidence, problems, users, groups, task, and the list goes on there. Connect sidebar icon is nothing but a built-in chat functionality which will enable you to communicate with other colleagues that have access to the same instance. The Help icon is quite basic. It will provide information about the current module or application that you will be using. Lastly, you have the setting option, which will open the settings for the user interface. Now, let us move forward and discuss about the application navigator. From the application navigator, you can access all applications and the modules they contain. But what is an application? While an application is a group of modules that deliver a service and manage business processes in an instance within an application, modules can be grouped into sections. By clicking on a module, it will display its information in the content frame. Please know that as an administrator, you can restrict users from accessing applications or modules that are not needed to perform their daily activity. We will see how this is actually done later in the course. By now, you might have noticed that there are three main elements that define the application navigator, whole applications tab, which will show the application and modules available to the logged in user, has determined by the roll. We then also have the favorites, which works exactly like a bookmark. To be more precise, you can add favorite applications or modules by clicking on the star next to them and access them afterwards. Lastly, we have the History tab that shows us the recently accessed applications or modules. 9. Configuring the banner: Welcome back. This lecture is about configuring the banner. As you can see in this slide, I'll be showing you how to change the logo or the banner image up to you how you'd like to call it. Then we will learn how to edit the text from the header caption. And lastly, I will show you how to adjust the color of the banner frame. So without further ado, let's jump into the demo and see exactly how this is done. First thing we will do is type in the application navigator UI 16, then select basic configuration UI 16 under System Properties. Now, in the page header field, I will type in Udemy learning, but this is just an example. Feel free to rename your instance as you wish. We will continue with the preferred times on Settings. And since my location is not listed, I will go ahead and select a similar time zone. Now it's time to change the logo. And in order to do that, we have to first download or select an existing picture saved on your computer. Assuming you already have a picture downloaded, all you have to do is to click on the plus icon, select the picture, upload it, and that's it, that easy. In regards to the color of the banner, we have to scroll down and select header background color. Next thing to do is to click on the drop-down option and select the color you prefer. Keep in mind that there are plenty of color options that you can configure. And once you are done with it, you have to scroll down again, but this time all the way down and select Save. Now, having learned about the service now user interface that is designed to test your skills by going for a short quiz. Good luck. 10. Incident and Major Incident Management: Hi guys, and welcome to this new complex lecture where we will cover the end-to-end process for incident management and major incident management. As all the lectures that will follow, we will start with the definitions, the personas that are part of this processes, a real life use case for each process, the process diagrams and lastly, the demonstrations in service. Now, starting with a definition for incident management and incident is considered to be any event that could lead to an unplanned interruption to IT services or reduction in the quality for the same incident management process aims to restore a normal service operation as quickly as possible and to minimize the impact on business operations, thus ensuring that the best possible levels of service quality and availability are maintained. As a note, when we say restored to normal operations, we actually refer to service level agreement, which we will cover later on in the course in the service level management lecture. Let us now also discuss about the major is in management definition so that we understand the difference between them and why any organization needs to have both processes in place. A major incident is any sudden that results in significant disruption to the business and demands a response beyond the routine incident management process, major incidents have a separate procedure with shorter timescales and urgency that is required to accelerate resolutions process for incidents with high business impact. In other words, a major incident is nothing else but an incident with high-priority that impacts multiple users, financial departments, critical systems, production plants, et cetera. Another thing worth mentioning is that unlike regular incident which can be resolved by the first hub does gauge and hers in contact with the end user? A major incident may require several teams working together with a single purpose, and that is to address the major incident at the earliest, we are now done with the definitions. I hope that all is clear so far. So let's move to the persona's that will guide us through our journey. The first persona is the one any outsourcing company is relying on, and that is the end user or the customer up to you how I'd like to call him the end-user role in the incident management process is to raise awareness with the help desk about any incident he is experiencing. Since we have mentioned the help desk, Let's also introduce them. And when I'm saying Help Desk, I am not referring just to the agents that are taking calls, chat, or emails, but to the entire support organization. And that includes level to software engineers or infrastructure guys, you name it. These persona's are part of one or multiple assignment groups. And to keep things under control in the define service level agreements, they need a group manager that will monitor their activities. The last person, I's obviously the major incident manager whose job description is more complex depending on how the ITIL best practices have been implemented. In most of the cases though, the major incident manager is a designated person that will handle only priority 12 incidents. When I say handle, I'm not referring to the troubleshooting steps, but to the entire coordination of the teams that are working together to address the incident fraud, its entire lifecycle. Don't worry, I won't miss any detail. I'm just saving them for the diagram so that it makes more sense to you. For now, let us move to the use case and see what and how we will be fixing in service now to make sure you take away the use cases I chose to come in and similar to each other scenarios that every organization can experience for density and management, we will assume that the end user will call the help desk to report that he cannot send or receive emails if there is only one user affected, it can be a simple to solve incidents that occurred for a number of reasons, as we will see in the demonstration. But what happens if there is an entire department or even worse, the whole facility affected by this. Well, this is scenario number two and rest assured because we will also address this issue in the demonstration. To them though, I want to walk you through the diagram processes so that we have the complete picture before getting our hands dirty. In the first diagram, our referred to relate to incident management and the second 12 major incident management. As a note, I would like to emphasize that both diagrams have been designed in a user-friendly way so that you take the most out of them. Now, starting with the incident management process, the first or the trigger, as I like to call, it, occurs when the end-user calls texts or chats with the help desk to report their incident after that, or even at the same time, depending on the agent skill, he will raise the incident in service now, making sure to capture what the end user has described apart from what the end-user is reporting, some extra information might be required, such as location, impact, or urgency. This extra information is actually needed in order to help the agent to determine if he is looking at a regular incident or a major one, assuming that he is not, he will start looking for related knowledge articles to see if he can fix the incident on his own or needs to assign it to a different assignment group. Now, regardless of whoever is assigned, this agent has to follow the provided troubleshooting steps mentioned in the knowledge article. After all the steps are performed, the agent will change the state to resolve and at the same time, filling the resolution details that are to be shared with the customer. Several things can happen now, but these are the most common scenarios. The first one is where the user will reply and say that the issue is not resolved yet. The logical step here is to go back to step number 5 and continue to troubleshooting until the user confirms that it has been resolved. And the second one is where the user is happy with the resolution, but for some reason chooses to ignore denitrification. For this instance, the incident will be automatically closed within a predefined time. Please note that the main difference between a resolved and the closed incident is that you can reopen an incident that is in the result state, but cannot do the same for a closed one. Congratulations on completing the incident management process. Let us now discuss about major incident management. The beginning and similar as most of the incidents or major incidents are reported by end-users To help desk. Of course, there are exceptions where organizations may have monitoring tools in place. And this monitoring tools can report and automatically generate events that are actually nothing else but major incidents. But let's not complicate things too much. Hand, stick to our scenario. The next steps for our process are very important and are mainly the reason for most of the failures organizations are facing. Why? Well, it's quite simple. If the helpdesk agent does not ask the right questions and does not assess the impact in urgency correctly. He will deal with a major incident as if it was a normal one. Does wasting precious time and cutting the organization lots of money. This occurs mostly when the agent is not that experience or when the company does not have a set of questions in place to mitigate this errors. Questions like, are there multiple users affected? Or is there a workaround for this should be used by any agent that is working on the incidents and major incident management process. Now, getting back to our diagram, if the issue has been reported as a major incident wrongly and it's actually a regular incident. It will be treated as such, following the diagram that we have previously seen for our scenario though, we have an experienced helpdesk agent that realized our incident is actually a major incident and reported it to the major reason manager. He now has to evaluate the assessment of the hub desk. And if that is correct, he raised the priority to one or two and assign it to the relevant group. Right after that, he will send out e-mail notifications to all the affected stakeholders and if needed, he will create a conference call also to be remembered as a bridge call. This branch code will bring together all the involved parties that are affected by the ongoing major incident to determine what actions are to be performed and by whom in all this time, the major incident manager will keep an eye on how is the major incident progressing and send out regular communications after the major incident will be addressed, the major incident manager will mark it as resolved. And to prevent similar situations to happen here were reported to the problem manager so that he can conduct a root cause analysis. If you don't know what this is, don't worry because we will talk more about this term once we reach the problem management lecture. For now though, let's finally opened the ServiceNow instance and see how all of what we have discussed applies there in the application navigator type-in incident, select the module, Create New, and let's start filling in the incident form. Going through each field they use cases will remain the same. So let's start with the one for the regular incident. The first field is the number. This is unique, automatically generated, and stored in the incident table. The second fueled color represents the customer's name. And for now, we will fill it randomly, which an existing name as an out. The fields that have an asterisk next to them are mandatory for filling. And as you can observing the incident form, the color and short description are marked with an asterisk. The category field speaks for itself. It's a drop-down choice and the option that best suits our description is software. So let's click on that. We will leave the configuration item empty for now and discuss more about it once we reach the Configuration Management Database lecture, I can tell you now is that an incident can be affected by or can affect a configuration item that contact is the trigger I was telling you about in the diagram, we will select form for our demonstration and Martina state, this field is also a dropdown and holds all the states and incident can have throughout its lifecycle. These are new, which is set by default when the incident is created in progress once it has an assigning on-hold, which can be set for various reasons, such as the helpdesk weights more information from the end user or a server or restart these needed, etc. Then we have result which the hub does cool, select when the incident is resolved. Of course. Closed is a state that the administrator can select. However, it is not advised to do so. What is recommended is to leave the incident in their resolved state till it's automatically closed by the system due to inactivity. Don't worry, it wants saying the result state forever. The predefined default timeframe is for five days canceled. It's something that most of the companies prefer not to use and that is because it doesn't bring any specific value to their reports. As a note, the few companies that were using this stage wanted to showcase the incidents that have been raised by mistake. Our incident does not have an assignee yet. It is far from being resolved, so let's leave it in the new state. We are now looking at the priority field, which as you can see, it is grayed out. And the reason for it is because in service now the priority is given by the impact and urgency. So in other words, depending on how big the impact is and how urgent it needs to be solved, the priority will be automatically calculated. Our incident is irregular one, I can't send emails nor receive any murder. It's not something on fire. So I'm thinking of priority free for this to happen. We have to set both impact and urgency to medium, and that should do it. Moving to the assignment group, I will select a fictional one just to show you the functionality of it. We will leave the assigned to fill that empty for now and move to the short description where we will briefly relates the end-users incident. Notice how as soon as we click on a different fields, knowledge articles are being recommended. This feature is called contextual search and has the mission to resolve incidence fried from the beginning, Let's have a look at random knowledge article and then attach a tour incident so that in case other members will work on the same ticket, they will know what knowledge article we have used. The description is the same as the short description with the small difference that in here, we are encouraged to describe the current issue in details before we proceed, let's make sure that we save the progress and the incident itself by right-clicking on the form bar and then on Save. Now, if you scroll down a bit, we will see that we have a nice section containing three tabs, notes, related records, and resolution information. Let us start with nodes where we see the first two option, watch list and work notes list. The watch less enables you to share information about the current progress with the customer. And the work notes list will be used to share different information with your manager or team members. The best practice here states that an informed customer is a happy one, but the same customer is not necessarily interested in the technical discussions you're having with your colleagues. Therefore, it is advised to be careful and avoid adding the customer in the work notes list. The next field, additional comments also refers to what the customer will be receiving from you in an email. And if you look carefully, there is a small check box named work notes, which if selected, we'll switch to internal communication. An example of an end-user communication would be, Dear user. We have recreated your user account and they should be addressed. Now, kindly test and let us now notice how this one didn't include any technical details, whereas the internal communication would sound something like the user ID, Abraham Lincoln has been recreated in Active Directory and sacred Microsoft Exchange. Once this is done, hit Post. And notice that it also appeared in the activity section, which is nothing else but a lot for the incident. The related records tab lets us associate our incident with either an existing problem or change. The term change appears twice because an incident can be resolved by applying the change. Or maybe it has occurred in the first place because of a change. To not worry with these terms yet, we are going to cover them all at the right time. Moving to the resolution information tab now, in here, the agent that will mark the incident as resolved, we'll have to also fill in these fields. And please notice how the resolution code and the resolution nodes become mandatory for filling once the state is set to resolved. As for the other fields, we will mark the knowledge shield when there isn't a knowledge article available and once checked, it will trigger a notification to the Knowledge Manager informing him about the situation, select a resolution code and filling the resolution nodes, informing the user that the incident will be marked as a result, as the troubleshooting is complete, leave their resolved by fueled empty in case you have solved the issue or add the resolvers name by typing the same, the last field result enables you to select the date for when the incident has been resolved, and this is done mostly for reporting purposes. Lastly, hit Update, and there you have it, an incident created and resolved at the same time, let us proceed further and discuss about our second scenario where the major incident manager comes into picture. Before we continue with our demonstration, I would like to tell you that the major incident management is not an out-of-the-box feature in service now, meaning that you have to manually install it to your instance. To do so in the application navigator type in plugin, select the module with the same name and in the search bar, look for major incident. Install a plugin, give it a minute or two to complete the installation and to check if the installation was successful, go back to the application navigator and search for major incident. If the application appeared, then what is good, then we can proceed further. To avoid losing time and creating a new incident, let's go back to the incidents that we have resolved, open it, and change its state to in-progress. Don't forget to save it. And now let's act as if it was a major incident. To make it look real, Let's change the priority to one and add a description and note stating that D entire office is affected by this saved the incident again. And after that, right-click on the form header to see what the new options are and what they will do upon selecting them a small amount before actually playing with these options is that we're now logged in as an administrator, which gives us 4 rights. But in the real-world, a hopeless cage and would have limited access and could not see all of these options. There is a reason behind it. But let me explain this to you while the lecture unfolds. The first option I want to refer to is promote two major incident. It is self-explanatory. Once you click on it, the incident will automatically become a major incident. But again, in the real world, the Habilis should only propose a major incident and leave it to the major incident manager to decide whether that incident is actually a major incident or not. For the sake of the demonstration though, I will go through each option so that you can observe their functionality starting with promote. Please notice that right after we click on it, a window pops up asking us to fill in the work nodes and the business impact for why we are promoting this incident to a major. An example of a workload for this could be tried restarting the user is unit, reset his Active Directory Password, Internet connection seems fine. Please advise. And an example of a business impact could sound something like this department is a consulting one that exchanges information with customers across EMEA? Yes. Quite a big issue here. No more consulting services for EMEA customers. Anyway, getting back to our demonstration, hit promote and notice that a new tab appeared in the bottom section. It's name is major incident. And if we click on it, we can see some small details about it, starting with the state. The accepted one is listed here because this major incident has been promoted directly and has not gone through the candidate evaluation process. In the same tab, we can also see useful information about who promoted it when it was promoted to a business impact and the field name probable cause. Now, let us demoted to a regular incident and propose it as a candidate to C, D other states as well. To do so, right-click on the form header and select demoed major incident filling their work nodes, mentioning a reason for why you are performing this action and click on, Okay, once you do that, you will get a confirmation message informing you that the current incident is no longer a major incident. This is what we wanted. Now, let us propose it to a major incident as if we were part of the how does team right-click on the form bar and select proposed major incident filling the same work nodes and business impact and click on propose. If we now go to the major incident tab, we can see that it's state change to proposed. And if we also type in the application navigator candidates, we can see our major incident candidate right over here. If you're wondering why this has been done well service now, one of the major incident manager to have a better overview of any potential major incident. And as a note, this module is not visible for the hub dusk. Now going back to our demonstration, we have a candidate and two options for it, accept or reject. Either of them can be selected by right-clicking on the form header. And for our demonstration, we will accept it by clicking on promote two major resonance network nodes could be this has been evaluated correctly or anything else related to this, how ligature imagination, once the fields are filled in, click on promote, and go to the major incident tab. Of course, the state changed. But what I wanted to show you is a very cool tool that the major incident manager is using in order to make his life easier while dealing with priority 12 incidents. This tool is called workbench and let's click on it and talk about its perks. As you can see, it has two tabs, Summary and communication. The summary tab will give a complete overview of the major incident and at the same time allowed the major incident manager to add the impacted locations, CIs incident tasks, or even create child tickets for the same. What is the child ticket? You ask? Well, the answer is simple. When we deal with the priority one incident, there is a big possibility to have multiple tickets credit for the same incident. And this might be confusing and hard to keep track of. To mitigate this, the major incident manager will inform the Help Desk agents that are currently submitting related tickets to link them to the parent one to make it short, the best practice here is to have just one major incident in progress and the rest of the related tickets should be attached to it as child tickets. Let us scroll up again and move to the communication tab and understand its functionality. From here, the major incident manager can create email tasks, meaning that he no longer has too many redraft emails and look for the recipient list to inform the stakeholders about a certain major incident service. Now makes this significantly easier for him as he can do it from here by selecting a communication task. Hours is blank as this is a personal instance, but once the texts behind it is ready, creating a communication task is very easy to configure and modify. Let us do one right now, click on Add, select new communication plan, give the plan and the task a short description such as Exchange down, check the e-mail channel, then recurring and sell it for 30 minutes. Now click on Next and let us add some dummy groups to our communication plan. Once you are finished adding the groups or users to it, click on Save and notice how the timer already started counting backwards. You can speed up the process by clicking on sand. But since it's a dumb users do not have email addresses configured in service. Now it won't do anything. Guys. We're finally done with this lecture. Congratulations on being that patient. And I know there's a lot of stuff to digest, but hopefully you have learned some new things that you will put into practice in your own instance or why not at work? If there are any questions, please don't hesitate to send me a private message or just simply use the Q&A section. Thank you and stay safe. 11. Request Fulfillment: Hi guys, and welcome back to the request fulfillment process as you are already is to the lecture is divided into five parts. Definition, persona's, Here's case, process diagram and the demonstration. We will start with a definition. And to make it easier for you to remember, I will explain it by going through two W's, what and why, and some random examples of service requests ready. Now request fulfillment is nothing else but the process responsible for managing the lifecycle of all service requests from the users. The service requests can vary from an axis, a new laptop, or a software installation. Why using it? While, even though not all the organizations may have this processing place, if the number of service requests is a large on, it would be smart to handle service requests as a separate work stream. We're done with the definitions. Now, I'm a man of my word and I promised some examples of service requests. So here they are starting with the most common one, password reset. That is, this is actually tricky because lots of folks mistake this requests for an incident. But in reality this isn't a service downtime. It's just the end-user who can't login because of his own fault. Now, he's requesting to have his password changed or reset. And bottom-line is that this is and should be handled in the request fulfillment process. Similar examples could be related to have access to a shared folder across the network or an unauthorized software, even though I'm not sure if this will never be approved. You now have the picture of what this process is all about. Now let us go into more details by revealing the persona's that will guide us through our journey. The first persona is of course, the end user or requestor up to you how I like to call him. Without him, the process wouldn't make any sense because he's responsible for requesting certain things. The next one is the Habilis agent or full filler, and his main attribute is to assess the request correctly. When I say assess, I'm thinking that the end user might raise an incident under the form of a request by mistake? Yes, this happens all the time. I don't want to go into too many details now. I have lots of more observations to make, but I'll save them for the process diagram part. The next persona is the approver. This can be the requestor is manager or the head of purchasing. It's just a matter of how the process flow is configured within your organization. And speaking of configuration, I have marked this persona with an asterisk because it is not mandatory to have an approval task for every request. Lastly, we may also have a supplier, but again, this is also optional as this is common in case of hardware replacement or maintenance mantle, the organizations have contracts with suppliers. Therefore, we will mark this persona as optional. We have met the persona's. Now, let us discuss about the use case that we will put to work in service now, has the demonstration. I have on my mind in regards to the use case is to act as if I was an employee and would like to request to separate things. These are a piece of hardware and an access to an application. I chose this too because the harder request is more complex and involves going through multiple steps, whereas the roll axis is pre-approved and takes less time. So we have spoken about steps and actions that are needed to fulfill these requests. But let us see exactly the process that we need to follow so that we understand how each step is linked to the other. Before we start, I wanted to tell you that I chose to showcase a diagram that is related to a hardware request, as it is more complex and therefore requires more steps to go through in order to fulfill the request, the process will start with a trigger where the end user will realize that he needs to replace a piece of hardware or just order a new one so that he can conduct his daily activities. This request operation can be done directly from service now through the service catalog or via phone, which is not advisable. Requests in service now are configured to work based on workflows. And these workflows are actually a set of instructions that inform the customer and the support agent what steps are needed in order to fulfill a certain requests? Not all the requests are the same dose. So depending on what the customer is requesting, the process might be more complex or not. In addition to that, I want you to remember that the ticket itself is called the request. What the user is asking for is the requested item and what the agents or suppliers are doing to fulfill the same request is to get assigned and work on one or multiple tasks. A lot of new terms to digest. I know, but don't worry because we will go through them again in the demonstrations that will follow moving to step number 2 are requested item might need an approval or not. If it doesn't, it will obviously skip this step and move to number four, which we will see in a bit in case it needs an approval though, depending on how the workflow is configured, a certain person called approver will receive a notification where he has the possibility to accept or reject the request. Needless to say, if rejected, the customer will be informed about it and the state will be set to closed as a note or request can go through multiple approval phases. And this will be done mainly if the requested item can affect multiple departments. For example, I want a brand new and fancy MacBook. My managers agree with this, but maybe the finance department says it's not a time. And furthermore, there are others in lines, so hold your horses. Anyway, let's assume everyone is okay with me buying a new laptop. Our company is not a pole and we don't produce Mac box, hence, we need a supplier. The asset and configuration management team takes over, is assigned with the task, checks the stock with the supplier, and orders the laptop. Once it arrives, it needs some configurations and essential software on it. Hence, the configuration management team will come into the picture again and work on the task. Once these tasks are completed, the requested item will be delivered and the request itself will be closed. I think it's safe to say that we learned a lot. Now it's time to put into practice what we have discussed with the help of a demonstration, open your service now Instance and typing the application navigator Service portal home so that we access the end user's view, click on it, and wait for the new window to appear and load. This demonstration is all about requests fulfillment. So let us requests something from the catalog. As a reminder, we will stick with the two use cases we have chosen. And these are requesting a piece of hardware and then an access to an application starting with the hardware request, Let's click on the hardware category than tablets and look for the Apple iPad free. I know this is a bit outdated, but we have to work with what service now provided for us. Now click on View Details and then on order. Now another conformation will pop up asking us for who does request is placed and some delivery options which we will leave blank for now, click on Checkout, and that's about it. From the end user side, he has requested what he needed. And for now the only thing that he can do is to view the status or stage. His request is currently en please observe the little arrow next to the validation mark under the stage column. If we click on it, the stage will expand, revealing us all the steps. Just request has to go through before it's complete. Before I walk you through each one, I want to make a technical note and tell you that these stages actually represents the configuration of the workflow which can be edited by the system administrator. Now getting back to our demonstration, starting with the first stage, waiting for approval, this request did not need an approval, hence, it was auto approved as the validation mark indicates, the fulfillment is the stage where currently n it is in progress because we haven't worked on it, but buried me because we will do that once we finish the presentation of all the stages. Stage that we are currently n includes the checking for stock and the order itself. After having this validated, the next logical step would be to deliver the product to the configuration team, install whatever software might be needed, send the product to the requester. And lastly, close the request. Again. This is what the end-user is seeing, but the product will be delivered to him by magic. So let's also see what DEA agents that will work under requests have to do on their end. In order to complete this, requests, go back to ServiceNow instance and typing the application navigator Service Catalog, select the request module and let's open our request. This form, look for our YTM, which stands for requested item. Click on it and then a new form will appear. We now have to work on the tasks as if we were part of the team. The first one is the procurement team, as the task indicates. So let's open it and see what are our responsibilities described in the description or they're from vendor or move from in stock inventory. We can't reproduce this in service now, but we will assume that this task has been done. So let's move its state to closed complete, click on update, and you will be returned to the requested item form. The first thing we notice is that the stage changed and also that a new delivery task has appeared and it is assigned to the field services in parallel. If you still have the service portal window open, you can go back to it, then refresh it and see that the validation mark now moved to awaiting delivery. This is just a test to see if what you've done so far actually works. Let us go back to the Service Now instance and open the new task from the requested item form. We will mark this one with closed complete as well, so that we advanced with the stages. You will be redirected again to the requested item form. And as you might have guessed, stage change and a new task appeared. This one refers to the configuration part, so let us open it. Assuming that we have installed what was needed, we can mark it to close, complete, and prepare for the final steps. This last task involves delivering the product to the customer. So let's open it, market as complete and observe the changes. The stage appears to be completed, no more tasks are to be fulfilled. So let's get back to the initial request by clicking on the Left Arrow. The state for the request also moved to close complete. And if you go back to the service portal, refresh the page, you will see that all the steps have been fulfilled. In real life, this operation would take days, not minutes, that is for sure, and would also result in having a happy customer. Now, I promised another use case. This one is way simpler and it involves requesting access to an application, our click on go back home than requests something to select access to training management application which you won't find. And that is because this item has been created by me to work for a custom application and in addition to that service now has not created any access requests as an out-of-the-box functionality. How it works is all that matters. So don't worry because my catalog item has been created to help the new joiners obtain their access to service now faster as most of the employees, you will have a manager and he knows or should know what access you will be needing, assuming that he knows what he needs, he will request this axis. And as soon as he does that in an email notification will be automatically sent to the group owner so that he can add to his group the new joiner. Let me show you how it works. How will open the catalog item, select the first group option, and click on order. Now, I'll go back to the Service Now instance and opened a new request to check if the group owner is listed. First, I have to open the request item and then in this new form, I will have to scroll down and look for the approvers tab. We have this cool manager called Brand stark that can either accept or reject this request for any of the selected option, he will have to input his comments that will be shared later on with the requester. Click on update, and that was it. We have finished requesting the access for the training application. Congratulations on completing another interesting and complex process, guys. Thanks for watching and being patient again. And I'll be seeing in the next lecture. 12. Knowledge Management: Hello guys and welcome back to the Knowledge Management Lecture. Same as in real life. Every organization should be guided by the knowledge is power, moto. We are going to adjust this moto translated into a process definition and then get back to real life and IT related examples for a deeper understanding. Knowledge management is responsible for gathering, analyzing, storing, and sharing information across an organization. The process main purpose is to ensure that the right information is delivered to the right place or person at the right time in order to enable informed decisions. Some key objectives of knowledge management worth mentioning are enabling the service provider to improve the service quality, reduce service cost, and increase customer satisfaction. Another one would be ensuring staff has continuous access to adequate information, service usage and consumption, service delivery constraints and problem information such as errors and workarounds. So what does this actually mean? Well, let's think outside of the box here, whether we are working at a construction yard in a court or I don't know, playing football, we have to follow some instructions right? At the construction yard. We would have to wear a safety helmet and the yellow vest. In court. We need to follow the law. Don't talk out of turn. And playing football implies that you need to score goals, but not from an outside position. These are probably not the best examples, but they match our needs. And the same goes in the IT world. If an end-user calls into report that his Outlook application hangs, the agent that took the coal has to look somewhere for information in order to fix it throughout your life, you must have called at least once to complain about something, whether it was a high electricity bill, delayed delivery of a product, you name it. What all these examples have in common is the need of an information that will solve your problem in the IT world, this information is called a knowledge article, which is part of a knowledge base. These two combined, along with several other aspects, represent the knowledge management process, which is quite more complex, as we will see later on in this lecture. For now though, we are good with the theory. So let us proceed by looking at the persona's that will help us navigate throughout this journey. I'm going to keep it simple for knowledge management and reveal only free important personas that actually make use of this process the most. And the first one, as you might have guessed, is the end-user, whom, as in real life, is advised to seek for information before asking for help in service. Now, information translates into knowledge articles, and these are accessible for the end user from the service portal, as we will see later on in this lecture. Second persona is the help desk agent who will support the end user in resolving his issue by following a knowledge article. Without them, the agent would probably flying in the dark and lose their users time, thus leading to poor quality services. We don't want this to happen. So let's take advantage of the knowledge articles hand. Here's them. So we saw that both the end user and the helpdesk agent are following knowledge articles stored in a knowledge base, but someone has to look after it and maintain it up-to-date. Who can it be? While I have basically shared the job description at a high level, of course, for a Knowledge Manager. But don't get fooled because even though it might sound easy, in reality, his job is pretty difficult and requires a certain profile with a certain set of skills. For instance, a knowledge manager should be meticulous, details oriented, self-starter, self learner, et cetera. With met the person has Guys, we are now fully acquainted. So let's proceed to the use case that we will be using in our demonstration. I have picked free, not just one example for the demonstration part, so that we really have a solid grip and understanding of how the knowledge management process works. For the first example, we will picture ourselves as a proactive end-user. And I'm saying proactive because we are going to browse some knowledge articles on our own, hoping that we will find our answer. For the second scenario, we will act as a Help Desk agents, open an incident and then search and apply our knowledge article with the purpose of solving the reported a ship. And the last act belongs to the Knowledge Manager who will show us how easy it is to create a knowledge base and then add or retire on knowledge article from it sounds like we have work to do. But before the demonstration, let us study our approach by looking into the process diagram. And the process will start with either DNE user, helpdesk agent or the Knowledge Manager identifying the need of a knowledge article. This need may arise from various reasons. Either a knowledge article isn't found at all or It is outdated. In order to publish a knowledge article, it must go through various steps. The first one is the draft state in which the knowledge article gets assessed and drafted right after that. Depending on how the workflow is configured, it needs to be reviewed by either the Knowledge Manager himself or designated approver. The next 10 final step in regards to the creation of a knowledge article will be to publish it so that it will be visible for Dn users or the Help Desk agents. A similar process is followed when it comes to retiring it shouldn't Knowledge Manager consider that a knowledge article no longer needs to be part of the knowledge base. He can choose to retire it. And again, based on the configuration of the workflow, an approval might be needed. As a note, older retired knowledge articles can be republished by following the same workflow used for creating it. That's it about this process guys. No need to spend any more time on it, but rather let's see how all of the supplies in service now, along with the other use cases I have mentioned before, before we dive into the demonstration, I want to quickly recap the items on our agenda. The first part will consist in showing you how to create a knowledge base, knowledge owner, and manager. Once this is in place, I will show you how to create and retire a knowledge article. We will then continue by making use of this article from both user and help desk agent perspective. What I actually mean is that I will show you how the created knowledge article can be viewed from the service portal and from the incident form sounds like we have work to do. So let us open the ServiceNow instance, typing the application navigator knowledge, and select the knowledge base module, the list that we now seen the canon frame contains out of the box knowledge basis provided by service. Now Our mission is to create a new one. Therefore, click on New and let's fill in the form given the knowledge base are named by filling in the title field with training knowledge than live the article validity field blank as we don't want our articles to expire, but rather to be retired manually. For the following free checkboxes, leave them unchecked because we want to continuously improve our knowledge base by taking into account comments and suggestions. We have finished with the left part. Now, let's move to the right-hand side and choose an owner for our knowledge base, click on the magnifying loop and select a user from the list. This person, Eileen mater, is now responsible for the training knowledge database and can add or remove knowledge managers with the purpose of creating or retiring knowledge articles. Now in English, the owner is the top-level for the knowledge base, while the Knowledge Manager is added by the owner to perform administrative tasks for the sake of the demonstration, I will also add a manager by clicking on the lock icon and then on the magnifying loop and select a random name from the list, the published and retire workflows should remain as they are since they are already configured to do what they're supposed to, it is not the time to add a description for the knowledge base, such as training instructions for the employees, for the default knowledge field values, let us select short description and add training in the next field so that our knowledge basis queried once the agent will start filling in the short description, this is actually a cool feature because if there is a match between what he's writing in the short description and the existing knowledge articles. The article that corresponds to the most will be recommended below. Don't forget to click on submit and you will be returned to the previous page, along with some confirmations mentioning that some of the roles have been added to the owner and Knowledge Manager. That's it for this demonstration guys, we have created our own knowledge base. Let us also learn how a knowledge article is created and later on a retired. Now, without further ado, open your series now Instance and typing the application navigator knowledge, select the Create new module. And let's start filling in the form. Leave the number as it is. And for the knowledge base, let us select our own base, which we have already created, training knowledge, leaving the category field blank. And for the sake of the demonstration, let's add a random validity date and leave the other fields as they are. As a note, the default article type is set for HTML. The initial workflow phase is draft, as this is a normal functionality, the workflow field actually refers to the state of the knowledge article is currently into. But we will see how this unfolds along this demonstration. The attachment link lets you download the article instead of opening it in another window. And the display Attachment option will show any attachments that are available for this article. We are not going to add any attachments for this demonstration. So let's move to the short description and your article body. I will leave it to your imagination to provide whatever instructions you might think are relevant to the training knowledge base. And as for myself, I will type in training or request for the short description and for the body article. In order to request a training, all employees need an email approval from their direct manager. Attach the ticket. Once you are done, click on submit and we will want to move this article from the draft state. To published. In order to do so in the application navigator, typing my knowledge articles, and select the module with the same name. Now, click on the knowledge article we have created. Open it and click on publish. It was this easy to publish a knowledge article. But please keep in mind that in real life the workflows are usually more complex and include at least one more step where the Knowledge Manager or knowledge owner have to approve the article in order to be published. Now it's time for testing in the application navigator typing knowledge, and select the module with the same name under the self-service application in the content frame, we see a less with the existing knowledge basis, select hours, and click on the knowledge article. From here, we can rate, comment or evaluate the quality of the article. Pretty cool right Now that we have published it. Let's say we want to remove it in the application navigator, type in published and select the module with the same name under the knowledge application, open the form of the knowledge article we have created and from the form header, click on retire. Now, if you go back to the self-service knowledge, you will see that the article disappeared from the list as a note, the same thing that I have told you about the configuration of the workflow while creating an article is valid from retiring it. Now, make sure to republish it in order to continue with the demonstration in the application navigator typing retired, open the module with the same name, select our article. And lastly, click on republish. Give it a couple of minutes so that the changes get reflected in the system. And then open a new incident form by typing in the application navigator incident and selecting the module create new, assuming that an end-user wanted to access an application called training, the helpdesk agent would have logically typed in the shortlist corruption, something related to training, right? Well, as soon as he did that, the article we have created appeared as a recommendation and the agent would have open it. And when fluid instructions, pretty cool right Now, let us switch places and check what the end-user is seeing on his end. The first thing that we will do is to open the service portal by typing its name in the application navigator and then selecting it. Now, I'm going to act as a practice of end-user That's always 64 information before asking, so let us open the knowledge base application and then randomly select a knowledge article that can be followed by the end-user himself. Selected knowledge article guides the user step-by-step through all the settings of Internet Explorer 10. This basically means that if he had a question related to cookies, this article would have helped him without needing to call the service desk, listen to the annoying music while on-hold, deal with a junior agents, et cetera, he managed to find the answer by himself. So kudos to the proactive end-user, we have finished the knowledge management lecture, guys, I hope I have answered your questions. If there are still queries, remember that I'm just one click away and can be reached through a PM or the Q&A section. 13. Service Level Management: Hello and welcome back to the service level management or the short version SLM lecture. Let's start it off by going through its definition, the free components and some examples for each of them, service level management is the process responsible for negotiating service level agreements and also ensuring that these are met as Salaam is also responsible for ensuring that all IT service management process, operational level agreements, and underpinning contracts are appropriate for the agreed service level targets. Salaam will monitor and report on service level with the purpose of holding regular customer reviews meetings, the goal for SLM is to maintain and improve IT service quality through a constant cycle of agreeing and monitoring or reporting upon IT service achievements with the expected outcome of eradicating poor services through this methods, a better relationship between IT and its customers can be developed. You might have noticed some new terms here such as SLA, OLA, and you see, these are the components I was mentioning about earlier. And what better way to understand what they mean and do. But with some actual examples, starting with SLA, which stands for service level agreement. This is nothing else but the sign contract between the organization that will receive IT services and the outsourcing company to make it short, you can think of a contract between the end users organization and the Help Desk agents organization. It's obvious that as a paying company, they would expect to receive quality services within a predefined time. This predefined time represents the SLA. It can be negotiated, tract, and configured in service. Now, as you will see later on in the demonstration, the next component in our list is the OLA, short for organization level agreement. As its name suggests, this is an agreement inside the hub desk organization. For instance, there can be an oil in place that will capture how much time passes since a ticket is opened till it actually gets assigned. Ols can be configured per assignment groups, priority, location, configuration item, you name it. The takeaway here is that the OLA, its main purpose is to contribute to delivering internal quality services and thus ensuring that the SLAs are met. The last mentioned component is UC, short for underpinning contract. And this represents an agreement between the Help Desk Agents company and another vendor working in the IT industry requires lots of hardware and software. And no matter how big the company is, it would still need some contract with a vendor. Whether we are talking about monitors, servers, laptops, whore, Why not furniture. They all need a new scene place, sign with a vendor, same as for the other components. These contracts need to be tracked regardless if this is a onetime purchase or a maintenance contract enough with maturity guys will get back to all of these terms as this lecture unfolds. But for now, let's proceed further and meet the persona's involved in this process. The first-person are from our list is the customer. He is the one who will benefit from the SLA because by having a service level agreement in place, his Rays ticket one be forgotten in some q on assigned. The next persona on our list is the Habilis agent who has to make sure that the OLA threshold does not breach and thus contributing to the overall SLA, customer satisfaction, et cetera. Unlike the customer who in most of the time is unaware of such agreements, the help desk agent will see the OLA or oscillate task in service now for his reference for the time being, let's start with the details here because we'll get back to that in the demonstration and I will show you exactly how it works. The next personalized the vendor, which provides different services to our organization. These services will be delivered in a predefined time and tracked through an underpinning contract. We will call the last persona as the service now administrator. But this depends from one organization to another. This role includes the configuration and maintenance of the SLA OLA and you see definitions. We're good with the person has guys, This wasn't that complicated, right? I'm sure the answer is no. So let us move forward and see the use case I have picked for this demonstration. A practical example that I have on my mind is to implement a service level agreement definition for the incident table. And this definition will be triggered once a configuration item will be affected. Remember the router we've kept talking about, it is time to bring it back to our discussion. Let us assume that the router is crucial for the end users organization and whenever it is affected, it should be addressed at the earliest. What better way to put pressure on the service provider than to implement a strict SLA. In the demonstration that will follow, I will show you how to create and configure this definition, including all of its conditions, and then check to see how it works and looks. Another interesting thing that I want to share with you is not an example, but rather an entire topic. And that is the reporting functionality in service. Now. You need to see how this works because it is connected to the service level management process. To be more precise, the service level manager and not only extracts reports related to SLA, OLA, and UC to determine how many of them have breached or not. Makes sense, right. Okay. So we know that definition with men, the persona's, we now have a plan to follow. The only thing that is missing before the demonstration is the process diagram, which will introduce us into the flow. In order to have a complete picture, we will start it off from the early beginning, and that is before the contract between the service provider and the customer is signed, the service provider will present a service portfolio in which the future offered services are described to convince the customer and the service provider will describe these services in details and emphasize on the fact that as a service provider, they already have an infrastructure in place ready to be put to work. This infrastructure consists of physical occasion IT employees including human resources, hardware, software, processes, et cetera. Let's play along and assume that the customer is really impressed with all of this, but mentions that he already has its own processes in place and wants to stick with them. The service provider should have no problems in accepting that. But what makes it interesting is the fact that right after that, they should discuss and negotiate the SLAs. This is not just interesting, but whole so funny because most of the times the customer will come up with some ridiculous terms. And if the competition is strong, the service provider has no choice left but to accept the terms and suffer some contractual penalties if the SLAs are breached. And trust me, sooner or later this will happen. I've mentioned competition for a reason, and that is because I want to share with you a true industry story that blew my mind away when I first heard it. There is a country with huge potential in terms of IT outsourcing. And this country probably holds the biggest IT players on the market. It is known that one company from this country built a number of huge resorts for aids employees and also for their future partners. Just because it happened in the past on multiple occasions actually, to have their clients stolen by the competition right from the household that they were saying how this happened. Well, the front desk receptionist knew that there is this big client coming up and as soon as he checked in, he would have started making phone calls to the competition. Yes, creativity at its highest. So after having lost a number of important clients, the company eventually decided to build a number of big resource that I was telling you about earlier included some luxury rooms, of course, for the potential clients so that they don't get approached by the competition so easily. Quite interesting right? Now, getting back to our process diagram, I want to also quickly walk you through the implementation process in service. Now, assuming that the customer and service provider have agreed upon some SLAs, it's now the service now administrator's job to implement them in the instance, pretty straight forward process. If you're familiar with the administration of an instance, or he has to do is to select a type target table workflow and then add some conditions. If this is the first time you are hearing about this, rest assured, because I will walk you through the entire process of creating a service level definition. In the demonstration that will follow, we will start the demonstration series with the creation of a service level agreement definition. In order to continue, please open your service now Instance type in the application navigator SLA definition and select the module with the same name. Click on New. And let's see what this form has to offer for us by filling in the fields. Let's give this SLA a name like network CI, then leaves the type as it is for the target. Let us select resolution and for the table, let's choose incident table as we will be using the incident management application. Only know workflow field should remain as it is. So let's move to the right-hand side. The application field is grayed out, meaning that we can apply this SLA for other applications as well, then the duration type should remain as it is because we want to manually input a time slot for this resolution to be precise, I will type in free hours. The schedule can be 24 by seven because we want this Roger to be up and running all the time. And lastly, the time zone source can remain as it is. Let us now move forward and configured this definition even further. Scroll down and select the start condition. We will want our definition to start once the ticket is active and our configuration item is associated with our incident. So go ahead and look for a random configuration item because this is just a test, please apply these conditions and once you are ready, we can move to the path condition. Here we will select state is on-hold and same should be the SLA, hence, this condition. Lastly, we have to configure the stop condition as well. And the only filter we should apply here is status resolved so that the oscillate definition stops once the ticket will be put in the resolved state. Once you are done, click on submit and let's test what we have created. Typing the application navigator incident, and click on the Create new module, fill in some fields with random texts for your reference such as color, short description, impact, urgency or assignment group. Make sure you leave the configuration item field empty for now. And in the end, click on Submit, now, re-open the ticket. And in order to see the SLA task, we have to add a related lists. So go ahead and right-click on the form header, select Configure and then related lists from the left sludge bucket, add task SLA, task, and move it to the right one. Select, Save, and go back to the record at the bottom of the page. And you're related list appeared containing information about the time elapsed and left for this ticket till it breaches a predefined SLA. Remember that we have configured our own definition. Now it's time to test it. So let's have the same configuration item we have used for the service level agreement definition. Save the form, then scroll down to see it for yourself. As you can see, our own SLA's displayed here along with the other, including details about the time elapsed remaining, et cetera. I think we have a pretty good idea of how the oscillate definitions work. Now, let's explore this even more by making use of the reporting application with the expected outcome of displaying the incidents that have breached or R2B breached a predefined time, and also another one that will display the SLA status for all the incidents that have associated How are problematic configuration item. Let's get ready for work. So typing the application navigator reports and select the module, create new, give the report name such as breached incidents. Select the source type table and look for the incident underscore SLA table. As a note, this table will display only the incidents that have or had a service level agreement task associated with them. Not all the incidents may have a definition defined for them. It's up to the organization to decide how the configuration works best for them. For instance, a priority five incident may not have any SLA task at all. Now getting back to our demonstration, let's click on Next and pause here for a second. I wanted to tell you that if you find yourself in need for a fancy presentation, you can also choose to export this data in a graphical friendly way by choosing one from the left-hand side. This is not our case though. I just wanted to tell you that we can do this as well. So let's proceed by clicking on the Next button. The list that now appears in the content frame currently displays all the incidents stored in the incident table regardless of their state, we want to configure this and show only the breached incidents. So let us click on the condition builder and add the condition has breached is true after performing this tab, click on Run than the list should refresh accordingly. The same goes if you want to check which incidents have ancillary tasks in progress, just change the condition to false and click on Run again. Now, if you want to configure the report even further, you can add a configuration item as a condition. Click on the Boolean operator and right after that, select our configuration item. And then again on Run, it is that easy to work and filter out reports. Of course, this is way more complex. You can choose to schedule these reports, share via e-mail or even export them in multiple formats. We'll stop here for now. We've achieved our target. And so how the service level management process works and also interfaces with the others. Thanks for watching guys, don't forget to practice what you have learned on your own. 14. HR Ready: Hello and welcome to the last chapter of this course, HR already, it is called HR ready for a reason. And that is because you already have the leverage over other candidates by having more than enough information about how the job is going to go for you in terms of outsourcing tools and processes. The only things that are missing are some tips and tricks in regards to the HR interview and of course, curriculum vitae, also to be referred to as CV, is speaking about CV, I cannot stress enough how important it is to build a LinkedIn profile because LinkedIn is the place where nowadays all the respectable companies are present. And moreover, it is also the place where they post the job announcements and look for their candidates. If you're wondering, this is not a big partnership, nothing like that. It's just a free piece of advice as for the CV structure inspiring, never referred the CV structure inspiring, never hurts anyone. So feel free to look up other similar profiles and tailor it to your experience and skill sets. Of course, if there are questions along the way, since I'm already present on the platform, you can always add me as your connection and I will happily answer your Oakland queries. That's about it When it comes to LinkedIn, we're going to continue our lecture by going through the most common HR questions and scenarios. I will then show you how a job description looks like. We will also learn how to negotiate your salary. And in the end, I will share some best practice exercises for you to do at home at your own pace. There are a total of 12 questions that interviewers like to ask and based on your answers, they will determine your personality. And eventually if you're a match for the role or not. I've been to a number of interviews throughout my career and I know what's the interviewers like to hear that not just for the interviewers, but in real life as well. That's the first impression matters. And if you're the kind of person that doesn't believe in it, he should play along during the interviews at least because it will be in your best interests to make a nice impression apart from the name, age, location, it's always a good idea to focus on your education and your desire or hunger to always learn something new. If you have some work experience already, you will have to think of some examples of how your previous work interrelates with the hub disk one. Let me give you an example of an answer for both scenarios. For the first Job's scenario, the answer would sound something like, I'm Katelyn or the short version, critter. I'm 22 years old and I'm currently living in Bucharest. In regards to my education, I have just graduated this year from the beaker University where I have studied international affairs and got my bachelor's degree diploma ever since I can remember, I'll national affairs and got my bachelor's degree, diploma ever since I can remember, I like to fix things on my own and started his hobby with my home computer which was used as a test device. I learned how to format an install the operating system. And Dan did the same for my relatives. As for the other scenario where this is not your first job before the hobby part mentioned something like I have worked as a front desk receptionist for registered hotel and it was part of my job to answer in place calls, modify bookings, interact a lot with numerous guests. And all of this was done with the purpose of making sure that our guests were happy and eager to return to our hotel. I think you've got the picture. All you have to do is match the dots here, find some common tasks between your previous job and this one. And if you need any assistance, just drop me an email and we can cover this together. Now moving to the next question, what drives you to become a help desk helpdesk agent? Even though you have already answered this one, talked about yourself, you can reiterate the same thing but worded slightly different. Here it goes, just being myself, I always like to give a hand and help others in need. The rewarding feeling of having managed to help someone just makes my day. On top of this, I would now have the chance to extend my knowledge and put into practice what I already know. And all of this makes me confidence. That's the helpdesk age and the role will fit like a glove to my profile. The answer to the question, are you a team player is definitely yes, and you should sound very convincing when you say it. And of course, share an example of how being part of a team helped you and the team itself. Here is an example of how your answer should sound like. Yes, I'm a team player and believe that being part of a team drives much bigger success than working on your own. I remember in college that I was assigned to a separate research, creates PowerPoint slides, then put it together and eventually presented in front of the class one-by-one. The topic was the benefits of adopting the Euro currency in every country part of the European Union, some topics were harder than others, but this was the catch. Each member of the team had his own strengths and weaknesses. Therefore, we chose what we liked more and it was a complete success. Again, the answer can be modified. Just be prepared to answer additional questions such as, what were the topics, how much did it take to complete the presentation or what version of PowerPoint did you use? Make sure to have it all covered otherwise it could backfire. Let us now discuss about a hard situation you have faced. We will take two examples. One for a student with no work experience and another one for a person who has some experience but not related to IT, starting with the student. You can say that there was a time when my uncle back and say that there was a time when my uncle bought a brand new Lenovo Yoga to pro, but it came without the Windows installed. He asked me to install it for him. And upon doing so, while I was browsing the internet to download an antivirus, I noticed that the display kept flickering and it would come out of the blue without throwing any errors or anything. I've checked the driver for the graphics card to see if they're up-to-date. That was basically all I knew about it. The world didn't stop there. That was for sure because we are living in the internet era and the answers were there just at someone had to look for them after a simple Google search, it turned out that this was a general problem. And all I had to do was to turn off the automatic brightness and the problem would be solved. It was as simple as debt. The takeaway is that you won't have the answers for everything, but don't be afraid to look for the answer yourself and you still don't find it, only then ask a senior colleague. As for the second scenario, we will assume that you have worked as a receptionist again and mentioned the following. I was once notified by the cleaning team, that's a laptop suitcase has been found in the executive suit. The person left already, his phone was switched off and he was probably on his way back home or to the office. I had his e-mail address though and did a Google search based on the domain. And in a matter of minutes, I was on the phone, which the front desk and eventually with his secretary, we agreed to ship the suitcase which DHL it reach his office in two days. And on the third day, I have received a Frankie email from him in which he explained how difficult his life could have been without the office laptop. Amazing success story, right? It is based on it. The interviewer will know that you are not a quitter and not afraid to go the extra mile in order to help others. What are your strengths and weaknesses? If you're going to enumerate three strengths and weaknesses, it is going to sound like a cliche. You'll want solid arguments to convince the interviewer. These are actually what define you as a person. Your answer should sound something like the ambition to be the best at. What I do is what drives me to move forward. I'm not just an ordinary, organized person. I really plan a lot, whether it is related to my personal life or work, setting and completing goals is a must because I don't believe in quitting. As for weaknesses, I have this tendency of never stopped working before completing a task. It is somehow rewarding, but on the other hand, it's tiring because sometimes it takes a lot of time and effort in order to succeed. If an example is asked, just think of something that can't be done in, let's say four hours. It could be creating movie subtitles or editing a video. Just make sure to know the basics of how you did it and be confident about it. Moving forward, you moving forward, you might be asked how well you perform under stress. And if you are multitasking person, if you're a student, your answer should sound something like, I consider myself a calm person and I know that there is an answer to all questions and the fixed for all problems. Being a student has taught me to cope with deadlines as delivering both projects and homework on time was a masked. And I must say that it helped me to evolve as a person to stress as something relative. If you asked me, it is something some like to use as an excuse for failing to meet deadlines. I'm not saying it can't happen, but nobody should be disinterested because they have a lot on their plate, the correct approach would be to treat the problem as a short-term objective with patients and good things will come IT help desk agent, even if I won't find the answer on spot, I will politely inform the customer that I noted down all the symptoms of his issue. I don't have announced. I will check the matter with my senior colleagues and get back to him as soon as possible. If no one knows the answer, I will go to my manager and asked for future guidance as the front desk receptionist, your perfect story would be the following. Of course, I'm a person. I have been face-to-face, yelled at while talking on the phone with a different customer. It's all about prioritization. Obviously the person who yelled couldn't go away. Therefore, I have politely asked the customer on the phone to provide me with a convenient time for him to continue the conversation and promise to get back to him at the predefined time. I then focus my entire attention to the person who was sitting in front of me and commonly listened to him till the end in-between the yelling stopped and his problem was that the check-in started at one PM and it was only nine AM. I have politely explain that the hotel policy does not allow any guests to check in before the predefined time. There were no rooms of victories. A secured room in which he can live his luggage safely and do a quick tour of the city center. I even gave him a map, highlighted the most important attractions. And I got to say that it will ended way better than I thought. The key aspects for both scenarios are, no matter what, you should be polite, it's okay to fail. It happens to anyone. Just don't hide around the stress words to motivate one, let us now move to the next set of questions and start with, would you say no to a customer? Yes. Of course, if the situation requires it, you would definitely decline. For example, if a customer would ask for a software that is unauthorized, I would politely inform him that this is against our policy, and unfortunately, there is nothing I can do about it. What I could do though, is get in touch with the team who authorizes the software packages and drop them an e-mail inquiring if there is a possibility of having the requested software in the near future. If the soft having their requested software in the near future, if the software will be approved, I will then inform the customer about it and assist him with the installation. The conclusion here is that you are entitled to say no when they request incident services out of scope. Just remember to be polite when he declined. The next question is, which scheduled suits you better? It depends on how much chances you're willing to take. You can be firm and be rejected if they're all needs a flexible schedule or be smart about it and say something like To be honest, I'm a morning person and prefer to start my day early, But in case the schedule requires working in shifts, I have no problems in adapting to it. Pretty cool. Moving to the next question. What would you do in the first day in the office? You should say that I would start by meeting the team. My manager gets familiar with the area, obtained my security badge to make sure I can access the building, may be hands-on the hardware, prepare my pen and agenda for training. The next item on our agenda is a scenario where you would be asked what would you do if it is already the third time when you're new colleague asks you the same questions. In this scenario, the interviewer is seeking to determine whether you have what it takes to report this to upper management because this is what they wanted to hear. Remember that the contract the customer signed is with an outsourcing company and not a single person. Therefore, the results should be consistent as a team, you just have to pack it well enough and diplomats about it because these kind of issues are sorted after discussion with your manager, you'd probably want to say something like, if it is truly the third time he has asked me the same question, I would draw the conclusion that he is either having a problem remembering stuff case in which I would kindly ask the manager to set up a refreshment trainings to go over the topics he's having problems with for the topics he's having problems with. Or another possibility would be that he's lazy and likes to rely on others to give him the information he could have found by himself, case in which I would report it again to my manager. After all, we're one team and we cannot let our overall results to be affected by a single individual. Let's go ahead and talk about the next scenario where you work on the morning shift, walking the office and notice that there aren't any colleagues on site, even though two more should be there, do not think for a single second to try and hide this thinking what a great person you are covering your colleagues. It's not what the interviewer would like to hear. And after all, try to picture yourself as a business owner losing money and contracts because your employees don't show up at work. For this particular scenario, you can't hide it because the missed calls are registered in the system and they'll find out about it anyway. It's just a matter of he didn't say anything. The straight answer to this scenario would be this is clearly affecting the US as a project and company. Therefore, I would pick up the phone and call my manager to inform him about this situation and ask for further guidance, as simple as that. The last common question the HR interviewers like to ask is why US, you'll want to make them feel important by doing your research and also be honest about it. No matter how small the company is, you can say something nice like I've read that this company has been founded in 2010, and he does grown from ten to 115 employees, which I believe it is great. Iso di opening on LinkedIn, went for the job description and decided that given the increased compatibility here is where I wanted to start my career. As you might have guessed, this is the answer that a student should provide in case you already have some experience, the answer should sound like LinkedIn went for the job description and decided at here is where I wanted to develop my career. These are the most common questions you might hear during the interview. There are plenty others, I'm sure and can't possibly cover them all, but you've got the basics. And before you answer a question, try to think really fast. What would the interviewer like to hear? For example, if you have some work experience, chances are that you will be asked why did you leave or why do you want to change the domain? Never, ever put the previous company in a bad spot, but rather say that it was time for a change and really follow my dream to work in the tech industry and really make an impact by helping others. You got this and wait a bit of practice. You'll pass an interview for sure. Now, before you go to an interview, you'll have to go through job descriptions. And this can come with different titles. Whether it is service desk, helpdesk, IT officer IT support or IT associate it told the same thing but with different IT associate it told the same thing, but with different fancy titles in a job description. It all comes down to three topics, profile, job description and benefits don't be put off if you don't fully match the profile because sometimes they come up with alterations requirements. I remember I want so that accompany was looking for a developer which ten years plus of experience for a certain technology and guess what? That technology was released four years back. Trust me, this was actually posted on LinkedIn. Let us now open our job description and go for the most important aspects. The candidate profile starts with the most important thing, foreign language speaker, it doesn't apply if you don't match this requirement because they will evaluate you both verbally and written to see your level of debt language. Apart from this line, we have covered almost everything in this course. Itsm processes, microsoft office suit, keylogging, software, troubleshooting all of this applications on a small-scale. And that means on your computer, it would actually be a good idea to install this software on your PC. Search on Google for top incidents related to Microsoft Word, let's say, and start practicing because at the end of the day practice makes perfect. Let's move on to preferred but not mandatory. Here are some certifications and some experience, but you can safely ignore them and applied to the job because they are not mandatory. What this basically means is that if another candidate comes to the same interview, he would likely have more chances than you in terms of experience, but won't be prepared as good as you are when it comes to HR mindset, the job description is nothing else but what we have seen in the session, a day in the life of a help desk agent. And lastly, this company also has some interesting benefits such as fitness deduction, health insurance, and most importantly, access to internal training. And I'm saying the important because knowledge, we saw how a job description looks like. Remember that you'll find these worded in different ways but with the same meaning. Let us now move forward and discuss about salary negotiation technique. I will start with a cliche. Money can buy anything or happiness. This is 100% true, but on the other hand, it doesn't mean that it can't make your life easier and DIT industry can provide more than enough. The first thing that I wanted to talk about is research in doing your homework is one of the most important things you can do before going to an interview. If you've made it this far, it would be a shame to not know what is the salary range accompany can offer some jobs, especially in us have the salary listed in the job description, meaning that you can skip this step. Those who are located in Europe and won't do any research will feel like playing the lottery. They will either ask for too little and get hired for what they asked or asked for too much and get rejected a little and gets hired for what they asked or asked for too much and get rejected to mitigate this, there is a huge website called Glassdoor. Only have to do is to create an account and start looking up the company have applied for or the hub disposition in your area, no matter where you are looked for the minimum and maximum salary and considering that it will be an entry-level job, ask which, let's say ten or 15% over the minimum threshold. Don't be afraid to ask for what you believe you deserve, but more importantly, do provide solid arguments. Like I strongly believe that considering the eagerness that I have to always learn more and help others will make a great match for this role. And moreover, I already have a basic knowledge of the tools that I will be using, the processes, what the job actually means, and how my role will fit into this picture. You can expect to receive an answer either on spot or later on due to either accept or reject the offer. But whatever you do, don't leave the impression that you're over-excited because it will look like you have tricked them. And remember that you haven't assigned anything yet. The next two tips, be confident and practice are interrelated. And that is because in order to be confident you need practice, it's not ashamed to recognize that your nervous before an interview, I've been there too, puke sensation, extremely shaky voice filled interviews. But there was no wonder to teach me, I had to learn it the hard way practicing before an interview is extremely important. Sure. You can practice a lot and still get rejected, but at least there won't be something that you should feel guilty about. It was probably just bad luck or a better candidate thinking about practice. This takes us to the last part of this course, the role-play. This is the recorded version, and unfortunately we can't practice together. But you can ask your mom that girlfriend, boyfriend, neighbor, a deer for just do it because it will boost your confidence and increase your chances of passing the interview. Thanks a lot for following this course. I have no doubts that we will be industry colleagues in no time. I'll keep my fingers crossed for it. And if there are any questions, please drop me an email at office AT IT live club.com. Bye. Now.