L1 Help Desk Technician - ServiceNow (Assist for ITSM)

This is the required core course for the L1 Help Desk Technician - ServiceNow (Assist for ITSM) certification. Successfully completing the certification exam will earn a certification which includes a downloadable certificate.

Verify with your manager that your learning path includes ServiceNow with the Assist for ITSM integration. If your learning path involves other tools used by help desk technicians, including SysTrack Assist or SysTrack Resolve, please refer to the applicable L1 learning paths in Lakeside Academy, or speak to your manager about training opportunities.

By the end of this course, you will be able to use the Assist for ITSM integration with ServiceNow as part of your end-user assistance process.

Sign in as a SysTrack customer to start this course.

Course Objectives

• Find relevant information about the user's device without interrogating the user.

• Discover if the user's system is in compliance with IT policy.

• Easily examine detected issues, hardware, and network status on the user's system.

• React to Level 1-appropriate issues without needing action from the end user.

This course will not cover:

Troubleshooting systems by using other tools such as SysTrack Resolve or SysTrack Prevent.

Course Outline

• Introduction

  • Course Overview

  • Introduction

    • What is system health and why is it important?

• Help Desk Heroes - Behind the Keyboard

  • The Technology-Challenged Sales Rep

    • Reviewing basic system information, health score, network connection information

    • Ensuring checklist compliance

    • Running remediations and automations

    • SysTrack tools used:

      • Assist for ITSM: SysTrack Diagnostics tab

      • Assist for ITSM: SysTrack Compliance tab

      • Assist for ITSM: SysTrack Detected Issues tab > Auto-Fix

      • Assist for ITSM: Tools page

  • The Networking Video Superstar

    • Using incident snapshot

    • Checking basic system information, health score,network connection information

    • Reviewing detected issues, software changes and user’s critical apps

    • Running an automation

    • SysTrack tools used:

      • Assist for ITSM: SysTrack Compliance tab

      • Assist for ITSM: SysTrack Diagnostics tab

      • Assist for ITSM: SysTrack Automation History tab

      • Assist for ITSM: Tools page

• Conclusion

Tags: Assist, ServiceNow, Root Cause Analysis, Performance, Compliance