Training Recordings and Presentations

• Fulfiller Basics for IT Fulfillers
  
• Knowledge Deep Dive
• Reporting Deep Dive
• Service Catalog / CMDB Deep Dive

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How Do I Use the Self Service Website?

• Submitting a ticket from the Self Service Website
• Finding and ordering Service Catalog items
• Searching for self-help articles
• Check the status of open tickets (customer view)
• Viewing IT alerts and outages

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Fulfiller Basics

• Basic fulfiller navigation
  

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Change Management

• Change Management Scope Examples
• Change Management Services
• Change Management Email Notifications
• Change Request Form - Detailed Look
• Change Request Lifecycle
• Change Risk Assessment Value (RAV) Calculator
• How to Approve Change Requests
• The Four Changes: Standard, Normal, Expedited, and Emergency
• The Standard Change Catalog

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Get Started With Incident Management

• Accessing Incidents assigned to you / your group
• Creating a new Incident 
  
• Updating and working Incidents assigned to you
• Creating an Incident template
• Creating Requests or Sub-tasks from an Incident

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Service Catalog and Request Management

• Accessing & working Tasks assigned to you / your group
• Creating a Request on behalf of a customer

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Knowledge Management

• Creating or editing knowledge articles
• Searching and viewing knowledge articles (Fulfillers)

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Reports and Filters

• Creating list filters
• Finding / searching reports
• Creating a report

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ITS Service Management Resources

For a list of all supported services at the University of Texas at Austin, please refer to the ITS Service Management website linked below.

• ITS Service Management Website

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