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ServiceHub (SH) Fulfiller Production Access
Staff from OIT and other agencies, who will be fulfilling tickets, are required to attend a virtual instructor-led training session.
The Training and Application Admin Team will not grant an employee SH production access until they have completed the course.
If an employee no longer has Service Hub Fulfiller access due to changes in employment or assignment, and it has been more than six months since they completed the Fulfiller Analyst class, they will be required to retake the class to qualify for Fulfiller access.
ServiceHub (SH) Fulfiller Assignment Group Process
User signs up for and completes OIT Fulfiller Analyst Training.
User/Manager submits General Request for SH production, including the Assignment Group membership name.
SH Support contacts the Assignment Group Manager for approval (via email).
Assignment Group Manager approves
(via email).SH Support adds the user to the Assignment Group(s) and closes the ticket.
Accommodations
We strive to ensure an inclusive learning environment for all participants. If you require accommodations to fully participate in our training programs due to a disability, medical condition, or other specific needs, please email oit_training@state.co.us at least two weeks prior to the training date.
Note:
All registrations close two days prior to the course's start date.
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:
Two days before class, you will receive an email with instructions on how to log in to the training environment.
Review the ServiceHub Basic Navigation User Guide.
Watch the ServiceHub Service Operations Video.
Change Management
Length: 3 hours
PREREQUISITE: Fulfiller Analyst Training
This training is required for all those involved with OIT's Change Management processes and those who need Change User access to the system. Participants will review the change management process, generate a new change, append tasks, and see them through to completion within ServiceHub.
NOTE: Taking this course does not guarantee users will be granted access to technical Change Management capabilities in ServiceHub; such access is at the discretion of the OIT Change team. Please direct questions about the change management process to OIT_ChangeManagers@state.co.us.
Project Management, Part 1
Length: 2 hours
This training is for OIT project managers or anyone new to ServiceHub Project Management. You will learn about 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.
Project Management, Part 2
Length: 2 hours
PREREQUISITE: Project Management, Part 1
In this session, you will learn about budgets, agile components, tasks, baselines, the planning console and the project workbench.
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