Incident Management System Training for SSC Onyx

Overview

Delivery method

Virtual classroom

Duration

2 hours

Audience

All SSC employees at all levels

Prerequisites

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

• ITI-0118 - Incident Management Process for SSC Onyx

Description

This course builds on the knowledge gained in the Incident Management Process for SSC Onyx (ITI-0118) online training by focusing on the application of Incident Management process within the SSC Onyx Console.

Learners will apply SSC IT Service Management (ITSM) Incident Management concepts through system demonstrations, hands-on exercises, and practical scenarios. Participants will practice creating Incident tickets through the SSC Onyx Portal and Console, locating and tracking incidents, assigning and reassigning tickets, monitoring service level agreements (SLAs), relating records to support investigations, and communicating with customers and stakeholders throughout the incident lifecycle.

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

Learning Objectives

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

1. Create Incident tickets in SSC Onyx using manual and template-based creation methods.
2. Manage Incident tickets throughout their lifecycle in accordance with established Incident Management procedures.
3. Maintain accurate and complete ticket records throughout the incident lifecycle to support effective incident resolution.

Target Audience

• Incident Coordinator
• Major Incident Coordinator