ITSM Tools and Workflow Automation
Configuring and automating service management platforms: forms, workflows, self-service portals, chatbots, integrations and reporting.
ITSM-240 Year 2 3 credits 12 lessons planned ▶ Video lessons coming soon
Offered by HSM University · IT Service Management
Course content
- 1What ITSM platforms doComing
- 2Choosing a platformComing
- 3Configuring tickets, categories and formsComing
- 4Designing workflowsComing
- 5Service request catalogs and approvalsComing
- 6Self-service portalsComing
- 7Knowledge bases in the toolComing
- 8Automation rules and notificationsComing
- 9Chatbots and AI assistants in service managementComing
- 10Integrations and APIsComing
- 11Reports and dashboardsComing
- 12Capstone: automating a request processComing
Requirements
Recommended background. You can start any course at any time.
Description
Configuring and automating service management platforms: forms, workflows, self-service portals, chatbots, integrations and reporting.
Part of the Information Technology stream, typically taken in year 2.