Request Fulfillment 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-0119 - Request Fulfillment Process for SSC Onyx

Description

This course builds on the knowledge gained in the Request Fulfillment (RFL) Process for SSC Onyx (ITI-0119) online training by focusing on the application of Request Fulfillment processes within the SSC Onyx Console.

Learners will apply SSC Information Technology Service Management (ITSM) Request Fulfillment concepts through system demonstrations, hands-on exercises, and practical scenarios. Participants will practice creating Work Orders and Tasks through the SSC Onyx Portal and Console, locating and tracking requests, assigning work to appropriate resources, managing request records, and communicating with customers throughout the request lifecycle.

The course reinforces learners' understanding of Request Fulfillment roles, responsibilities, routing, and communication practices while developing the skills required to effectively manage service requests using SSC Onyx.

Learning Objectives

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

1. Create Work Orders and Tasks in SSC Onyx using manual and template-based creation methods.
2. Manage Work Orders throughout their lifecycle activities in accordance with established Request Fulfillment procedures.
3. Maintain accurate and complete records throughout the request lifecycle to support effective communication, tracking and request fulfilment.

Target Audience

• Work Order Support Assignee
• Task Support Assignee