ServiceHub Training

OIT and agency staff who work with or manage tickets (i.e., fulfillers) are required to participate in instructor-led training sessions that will address how to manage tickets submitted in the new customer portal. If you have any role in the ticket management process - whether as a Service Desk Analyst or a technician who resolves an incident, change, problem or anything in between - register for one or more of the training classes.
See class descriptions and dates below. Each class will not exceed 50 individuals.

Training Prerequisites

Review the ServiceHub Basic Navigation video or user guide before attending any of the instructor-led training sessions.


Log in to the ServiceHub Training environment at least one day before the class starts. If you have any problems logging in, please contact the OIT Service Desk at 303.239.4357.

Fulfiller Analyst 

Length: 3 hours

Learn how to submit a ticket and walk through its conclusion in ServiceHub, including how to edit, transfer, reassign and resolve tickets. 


Intended audience: Anyone with a current CA license, is assigned a Service Desk ticket or is a Service Desk Analyst.


Prerequisite: Review the ServiceHub Basic Navigation user guide or video, and log in to the ServiceHub Training environment.

Class Dates - classes will be removed from this list when full. 

Change Management 

Length: 2 hours

Review the change management process and demonstrate how to use dashboards and reports. Learners can also create a new change and attach tasks, working those changes to their conclusion in ServiceHub. 


Intended audience: Anyone involved with OIT's Change Management processes or who works change requests in the ticketing system.


Prerequisite: Review the ServiceHub Basic Navigation user guide or video, and log in to the ServiceHub Training environment.

Class Dates - classes will be removed from this list when full. 

Fulfiller Manager View Demo

Length: 1 hour

See a demonstration of the ServiceHub Fulfiller Manager View to view your agency's tickets, navigate the dashboard for analytics and major incidents.


Intended audience: Anyone with a current CA license, is assigned a Service Desk ticket or is a Service Desk Analyst.


Prerequisite: Review the ServiceHub Basic Navigation user guide or video.

There are no classes scheduled at this time.

Problem Management 

Length: 2 hours

Review the problem management process and demonstrate how to use dashboards and reports. Learners can also create a new problem, including one from an existing incident, and how to assign tasks to those problems.


Intended audience: Anyone involved with OIT's Problem Management processes or work on a problem in the ticketing system.


Prerequisite: Review the ServiceHub Basic Navigation user guide or video, and log in to the ServiceHub Training environment.

There are no classes scheduled at this time.