Course Description

The course teaches you the full range of Service Request Management capabilities in OpenText Service Management through interactive modules, demonstrations, and knowledge checks. It is designed to help business users, agents, and support personnel efficiently manage requests from initiation to fulfillment.

You will explore the agent user interface, navigate key components such as the main menu, record lists, and the request workspace, and learn how to apply filters, manage saved views, and review or update request information. The course also walks you through the complete lifecycle of a request, including creation, classification, assignment, approvals, tasks, governance controls, and fulfilment, while helping you understand workflows and their transitions. You will then explore advanced capabilities such as smart suggestions for classification and routing, referencing SACM records, managing Service Level Targets, and using collaboration tools like knowledge, smart analytics, social support, and related records. The course concludes with reporting and dashboard features to help you monitor performance and drive continuous improvement.

Prerequisites

• A basic understanding of ITSM concepts
• Familiarity with general service desk operations and terminology
• Working knowledge of using a web-based application interface
• Basic skills in navigating forms, lists, and dashboards in enterprise applications.
• Recommended: Familiarity with OpenText™ Service Management user interface concepts like forms, fields, records, workflows, and dashboards.
• Experience working with standard request handling.