ServiceHub Training
Training Information
Staff from OIT and other agencies, known as Fulfillers, are required to attend a virtual instructor-led training session.
Managers, it's your responsibility to ensure your employees complete the required training courses. You must register all new employees and/or verify that they registered and completed a Fulfiller Analyst training session.
The Training Team will not grant an employee ServiceHub Production access until they have completed the course.
Training Preparation
Log in to the ServiceHub Training environment at least one day before the class starts
If you have any problems logging in, email oit_training@state.co.us.
Review the ServiceHub Basic Navigation Video or User Guide before attending any virtual instructor-led training sessions.
Fulfiller Analyst
Length: 4 hours
Description: Gain proficiency in submitting a ticket and navigating its resolution process within ServiceHub, which includes tasks such as editing, transferring, reassigning, and resolving tickets.
Intended audience: Service Desk Analyst or a Technician responsible for resolving incidents, changes, problems, or any other aspect of ticket management.
Training Preparation:
Log in to the ServiceHub Training environment.
Review the ServiceHub Basic Navigation User Guide or Video.
Fulfiller Analyst Training Sessions
Dec. 4, 2024, 8:30 a.m. - 12:30 p.m.
Dec. 18, 2024, 8:30 a.m. - 12:30 p.m.
Jan. 8, 2025, 8:30 a.m. - 12:30 p.m.
Change Management
Length: 3 hours
Note: Effective June 1, 2024, completion of Fulfiller Analyst is a prereq for registration in Change Management.
Description: Participants will review the change management process, generate a new change, append tasks, and see them through to completion within ServiceHub.
Intended audience: Attendance in the training course does not guarantee users will be granted Change Management permissions. Access to technical Change Management capabilities in ServiceHub is at the discretion of the OIT Change team. Questions: Contact oit_changemanagers@state.co.us
Training Preparation:
Log in to the ServiceHub Training environment.
Review the ServiceHub Basic Navigation User Guide or Video.
Change Management Training Sessions
Dec. 5, 2024, 1 - 4 p.m.
Jan. 9, 2025, 1 - 4 p.m.
Project Essentials
Length: 2 hours
Note: This isn't part of our ServiceHub training.
Description: We will walk through the OIT Project Lifecycle Methodology (PLM) framework and provide you with essential information and guidance about what the OIT Enterprise Project Management Office (EPMO) expects.
Intended audience: The primary audience is OIT project managers; however, everyone is welcome to attend including people who need a refresher or are new to the process.
Project Essentials Training Sessions
Jan. 14, 2025, 1:30 p.m. - 3:30 p.m.
Feb. 11, 2025, 1:30 p.m. - 3:30 p.m.
Project Management Part 1
Length: 2 hours
Description: We will demonstrate the following areas: the project workspace, the details view, resource plans, risks, issues, decisions, actions and request changes. We will also review project requirements and create a status report.
Intended audience: OIT project managers or anyone new to ServiceHub Project Management. This training is for OIT Project Managers and Project Managers who are authorized to manage OIT projects.
If you need access or are asking for access and are outside of the OIT Project Management team, please contact David Burdick or Leslie Bernhart
Prerequisites: ServiceHub basic navigation User Guide or video
Reference Tool: How to Review an Existing Project in ServiceHub User Guide.
Project Management Part 1 Training Sessions
Jan. 21, 2025, 1:30 - 3:30 p.m.
Feb. 18, 2025, 1:30 - 3:30 p.m.
Project Management Part 2
Length: 2 hours
Description: We will learn about budgets, agile components, tasks, baselines, the planning console and the project workbench.
Intended audience: OIT project managers or anyone new to ServiceHub Project Management. This training is for OIT Project Managers and Project Managers who are authorized to manage OIT projects.
If you need access or are asking for access and are outside of the OIT Project Management team, please contact David Burdick or Leslie Bernhart
Prerequisites: Project Management Part 1 or be a current project manager working in ServiceHub.
Reference Tool: How to Review an Existing Project in ServiceHub User Guide.
Project Management Part 2 Training Sessions
Jan. 23, 2025, 1:30 - 3:30 p.m.
Feb. 20, 2025, 1:30 - 3:30 p.m.