Cherwell Service Desk® Web-Based Training Modules

We currently offer 4 web-based training modules.

1. Cherwell Service Desk®: Navigating CSD
2. Cherwell Service Desk®: Searching and Reporting
3. Cherwell Service Desk®: Managing Queues
4. Cherwell Service Desk®: Change Management

MODULE #1

Cherwell Service Desk®: Navigating CSD

This course is intended for new users handling Incidents with Cherwell Service Desk® (CSD). This training module is an introductory course designed to provide an overview of CSD and teach the basic functions of CSD to more effectively and efficiently handle and resolve Incidents.

► Cost: TBD
► Target Audience: New Users
► Schedule: 1st Thursday of each Month at 10:00AM Mountain Time.
► Prerequisite Courses: None
► Duration: 2 Hours
► Type of class: Web-Based Training

Content:

• Navigating through the Service Desk
• Searching for data within the system
• Basics of using Queues, One-Steps, and Knowledge
• Creating, Modifying and Resolving Incidents

MODULE #2

Cherwell Service Desk®: Searching and Reporting

This course is intended for users of Cherwell Service Desk® (CSD). This training module is an introductory course designed to provide an overview of searching for data within CSD and teach the basic functions of creating a Dashboard and using Cherwell Report Writer to get the metrics that are needed.

► Cost: TBD
► Target Audience: Users
► Schedule: 2nd Thursday of each Month at 10:00AM Mountain Time.
► Prerequisite Courses: None
► Duration: 2 Hours
► Type of class: Web-Based Training

Content:

• Searching for data within the system
• Creating and Using Queries
• Creating, Modifying and Using Dashboards
• Using Cherwell Report Writer
  

MODULE #3

Cherwell Service Desk®: Managing Queues

This course is intended for users of Cherwell Service Desk® (CSD). This training module is an introductory course designed to provide to teach the basic functions of Queues to more effectively and efficiently handle the workflow with CSD.

► Cost: TBD
► Target Audience: Users
► Schedule: 3rd Thursday of each Month at 10:00AM Mountain Time.
► Prerequisite Courses: None
► Duration: 2 Hours
► Type of class: Web-Based Training

Content:

• Creating and using Queues
• Thinking through Ownership
• Using Queues with One-Steps and Business Processes
  

MODULE #4

Cherwell Service Desk®: Change Management

This course is intended for new users handling Change Management with Cherwell Service Desk® (CSD). This training module is an introductory course designed to provide an overview of Change Management and teach the basic functions to more effectively and efficiently handle Change.

► Cost: TBD
► Target Audience: New Users
► Schedule: 4th Thursday of each Month at 10:00AM Mountain Time.
► Prerequisite Courses: None
► Duration: 2 Hours
► Type of class: Web-Based Training

Content:

• Understand Relationship between Change, Incident, Problem and the CMDB
• Navigating Change Management
• Creating and Managing the Approval Process
• Creating, Modifying and Resolving Changes