Problem Management System Training for SSC Onyx

Overview

Delivery method

Virtual classroom

Duration

1.5 hours

Audience

All SSC employees at all levels

Prerequisites

Please sign in to check completion of the following:

To register for this course, you must first complete the following:

• ITI-0009 - Problem Management Process for SSC Onyx

Description

This course builds on the knowledge gained in the Problem Management Process for SSC Onyx (ITI-0009) online training by focusing on the application of Problem Management processes within the SSC Onyx Console.

Learners will apply SSC Information Technology Service Management (ITSM) Problem Management concepts through system demonstrations, hands-on exercises, and practical scenarios. Participants will practice creating and managing Problem Investigations and Known Errors, linking related records, assigning investigations, and maintaining accurate records throughout the problem lifecycle.

The course reinforces learners' understanding of Problem Management roles, responsibilities, prioritization, escalation, and communication practices while developing the skills required to effectively manage problems using SSC Onyx.

Learning Objectives

By the end of this course, participants will able to use the SSC Onyx ITSM Tool to: 

1. Create Problem ticket in SSC Onyx in accordance with established Problem Management procedures.
2. Manage Problem Investigations and Known Errors throughout their lifecycle, and established procedures.
3. Maintain accurate and complete ticket records throughout the problem lifecycle to support effective root cause analysis, problem resolution, and the reduction of recurring incidents.

Target Audience 

• Problem Investigation Specialist
• Problem Investigation coordinator
• Known error Specialist
• Known error Coordinator

Prerequisite

ITI-0009 - Problem Management Process for SSC Onyx