ServiceHub Training

Training Information

Training Preparation


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: 


Fulfiller Analyst Training Sessions

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: 

Change Management Training Sessions

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

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

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