Serviceware Academy
The more confident you become in managing your service management system, the greater its utility for your company will be. Our training programs to enhance your competencies in ITFM and ITSM provide a hands-on introduction to your Serviceware system, as our trainers are also consultants for our customer projects.
Duration: 2 days
Objective:
- To teach the basic functions and architecture of AI Service Management
- Ability to create and configure processes, workflows and data models independently
- Learning how to design user-friendly and functional forms
- Practical implementation of a realistic use case for direct application of what has been learned
Objective:
- Teaching the basic operation and navigation in Serviceware Processes
- Teaching methods for the efficient creation, processing and management of processes
- Understanding the functions of tables and routing using practical examples
- Ability to make optimum use of search and setting options for daily work
Duration: 4 hours
Objective:
- To teach the basics and operation of Serviceware Processes for agents
- Introduction to the Processes (Web) user interface and its functions
- Learning how to create and edit processes
- Overview of configuration options, master data management and search functions
Duration: 3.5 days
Objective:
- Teaching the administrative basics for setting up and supporting processes
- Understanding the system architecture and the interaction between server, clients and interfaces
Duration: 3.5 days
Objective:
- To learn how to create and customize object definitions in the Service Management System
- Ability to configure the object hierarchy and relationships for individual system customizations
- Design and extension of object dialogs for realistic mapping of processes
- Introduction to the extension of dialog functions using Visual Basic Script
Duration: 3.5 days
Objective:
- Teaching the basics and components for creating and managing workflows in the Serviceware Processes System
- Practical creation and configuration of own workflows using a consistent example
- Understanding the activities and their parameter settings for optimal process mapping
- Introduction to the Activity Designer for the basic configuration and creation of your own activities and templates
Duration: By arrangement
Objective:
- Gain an understanding of the data model in the service management system
- Learning how to create your own reports and evaluations with SQL and custom views
- Application of Microsoft Reporting Services and integration in Serviceware Processes
- Configuration and use of the BI Center for flexible data analysis
Duration: 4 hours
Objective:
- To teach the basics of task management and BPMN specifications
- Learning how to create and configure task package templates and sub-processes with the BPMN Modeler
- Understanding the data model and integration into the main processes
- Ability to automate tasks in sub-processes for efficient process control
Duration: 4 hours
Objective:
- To teach the basics of access management in the Service Management System
- Understanding the different types of persons and their associated tables
- Explanation of the principles of dynamic authorization paths
- Ability to set up and edit authorization paths to control access rights
Duration: 1 day
Objective:
- Understanding the integration possibilities of Serviceware Knowledge with internal and external systems
- Understanding the use of the Serviceware Knowledge C-API and the Knowledge Integrator
- Using widgets to display knowledge content on external pages
- Explanation of the integration and communication between Serviceware Processes and Serviceware Knowledge
Objective:
- Comprehensive introduction to Serviceware Financial and its user interface
- To convey the special features of IT controlling
- Explanation of the design principles of the Serviceware Financial user interface
- Familiarization with the most important functions and navigation in Serviceware Financial
Objective:
- Learn how to navigate and manage complex financial workflows in Serviceware Financial
- Analysis of financial data with intuitive visualizations for better decision-making
- Introduction to the use of Service Portfolio, Business Service Calculator, scenarios and baselines
- Use of workstreams to increase user and administration options
Objective:
- To impart advanced knowledge of Predictive Planning and Transfer Pricing Manager
- Application of the Visual Service Analyzer for data-based analysis and decision-making
- Understanding of DVM theory and its practical implementation
- Deepening the core functions of Serviceware Financial for power users from various specialist areas
Trainings
Live trainings
Duration:
2 days
Goal:
-
Understand the core functions and architecture of AI-powered service management
-
Independently design and configure processes, workflows, and data models
-
Learn how to create user-friendly, efficient forms
-
Apply your knowledge in a practical, real-world use case
Live trainings
Duration:
4 hours
Goal:
-
Learn the fundamentals of Serviceware Processes for agents
-
Get to know the Processes (Web) user interface and its key functions
-
Practice creating and editing processes
-
Understand configuration options, master data management, and search functions
Duration:
3,5 days
Goal:
-
Learn the administrative fundamentals for configuring and supporting your processes
- Gain a clear understanding of the system architecture and how servers, clients, and interfaces work together
Duration:
3,5 days
Goal:
-
Learn how to create and customize object definitions in the Service Management System
-
Configure object hierarchies and relationships to meet your specific requirements
-
Design and extend object dialogs to accurately reflect your processes
-
Get an introduction to enhancing dialog functions using Visual Basic Script
Duration:
3 days
Goal:
-
Learn the fundamentals and key components for building and managing workflows in Serviceware Processes
-
Practically design and configure your own workflows based on a consistent, real-world example
-
Understand workflow activities and their parameters to model your processes effectively
-
Get introduced to the Activity Designer to configure and create your own activities and templates
Duration:
flexible
Goal:
-
Understand the data model in your service management system
-
Learn how to create your own reports and analyses using SQL and custom views
-
Use Microsoft Reporting Services and integrate them into Serviceware Processes
-
Configure and work with the BI Center for flexible, in-depth data analysis
Duration:
4 hours
Goal:
-
Learn the fundamentals of task management and BPMN standards
-
Create and configure task package templates and sub-processes with the BPMN Modeler
-
Understand the data model and how it integrates into your core processes
-
Automate tasks in sub-processes to improve control and efficiency
Duration:
4 hours
Goal:
- Teaching the basics of access management in the service management system
- Understanding the different types of persons and their associated tables
- Explanation of the principles of dynamic authorization paths
- Ability to set up and edit authorization paths to control access rights
E-learning
Goal:
- Comprehensive introduction to Serviceware Financial and its user interface
- Conveying the special features of IT controlling
- Explanation of the design principles of the Serviceware Financial user interface
- Familiarization with the most important functions and navigation in Serviceware Financial
Goal:
- Learn how to navigate and manage complex financial workflows in Serviceware Financial
- Analysis of financial data with intuitive visualizations for better decision-making
- Introduction to the use of Service Portfolio, Business Service Calculator, scenarios and baselines
- Use of workstreams to increase user and administration options
Goal:
- Advanced knowledge of Predictive Planning and Transfer Pricing Manager
- Application of the Visual Service Analyzer for data-based analysis and decision-making
- Understanding of DVM theory and its practical implementation
- Deepening the core functions of Serviceware Financial for power users from various specialist areas