Training Courses

Knowledge Management

The knowledge within your Service Desk is one of the most important assets of your department; ensure it is being captured. What is Knowledge Management and how do I best leverage it within Cherwell Service Management? In this course, we provide you the hands-on learning to configure knowledge, as well as design tips that will take your knowledge contributions to the next level, including a look at key concepts of Knowledge Centered Support.

Course Schedule:
 

NA: This course runs from 8:00 AM – 4:30 PM Mountain Time (MT) on the day of the course.

EMEA: This course runs from 9:00 AM – 4:30 PM Greenwich Mean Time (GMT) on the day of the course.

APAC: This course runs from 8:00 AM - 3:30 PM Australian Eastern Standard Time (AEST) on the day of the course.

 

Price: $495 US | £400 GBP | €465 EUR | $500 AUS per student
 

Registration for this course will close at 2:00 PM Mountain Time on the day before the course start date.


Course Objectives:

  • Knowledge capabilities within Cherwell Service Management
  • How to configure knowledge management
  • Overview of Knowledge Centered Support
  • External knowledge sources and integrations (knowledge brokers & ComAround)
  • Customizing to maximize contributions to the Knowledge base

Intended Audience:

This course is intended for CSM Administrators, Service Desk and Knowledge Managers looking to leverage the knowledge capabilities of Cherwell Service Management.

Course Agenda:

  • Getting Started - Introductions
  • Out of the Box Knowledge Workflow and Configuration
  • Answers to the most commonly asked questions about knowledge
  • Overview of Knowledge Centered Support
  • Tips and tricks to increase contributions to the knowledge base
  • Is my knowledge base being used?

Upcoming classes

January 29, 2019
Virtual Classroom
US