Assist for ITSM - ServiceNow Administration

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.

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