Assist for ITSM is an integration for your ServiceNow instance, and provides a simple, yet powerful, diagnostic and resolution interface for Level 1 Help Desk agents.
As a SysTrack Administrator, you have the ability to customize how Assist for ITSM works in your environment. For example, you may want to adjust compliance thresholds to meet your company's IT policies, or create automatic fixes for common user issues that L1s encounter. This course will walk you through those customizations.
There is no certification exam for this course. You will receive a Certificate of Completion at the conclusion.
Sign in as a SysTrack customer to start this course.
Prerequisite
Lakeside Academy's SysTrack Administrator course
Recommended:
L1 Help Desk Technician - Assist for ITSM course
Course Objective
Learn the additional administrative functions needed to enable and support Assist for ITSM in your SysTrack environment.
Course Outline
Introduction
Course Overview
What is Assist for ITSM?
Configuration and Management
Enabling and Customizing Sensors
Specifying which sensors appear on System Checklist and Detected Issues pages
Adjusting sensor thresholds
Adding link to information
SysTrack tools used:
Configure: Sensor Configuration | Management
Remediation
Adding a Remediate button to Detected Issues page
SysTrack tools used:
Configure: Roles > Tool Schedules
Managing Tools
Adding automations and engagements to Tools page
SysTrack tools used:
Configure: Automations and Collection Extensions > Automations
Accessing Assist Features
Limiting access to Assist pages
SysTrack tools used:
Admin Panel: Manage Group Features
Conclusion
Tags: Configure, ServiceNow, Configuration, Compliance, Automations