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ServiceHub Fulfiller Production Access
Staff from OIT and other agencies, who will be fulfilling tickets, are required to review the ServiceHub Application overview video and complete opening an incident ticket in the test environment.
The IT Service Management Training and Application Admin Team will not grant an employee SH production access until the employee has completed the course.
If an employee no longer has ServiceHub Fulfiller access due to changes in employment or assignment, and it has been more than 6 months since they completed the Fulfiller Analyst class, they will be required to review the ServiceHub Application overview video, and complete creating an Incident ticket in the training environment to receive fulfiller access.
ServiceHub Fulfiller Assignment Group Process
User submits a General Request for Fulfiller access in ServiceHub production. Include the Assignment Group membership name(s).
User receives a ServiceHub email containing instructions for completing OIT Fulfiller Analyst training.
ServiceHub Support contacts the Assignment Group Manager for approval (via email).
Assignment Group Manager approves
(via email).ServiceHub Support adds the user to the Assignment Group(s) and closes the ticket.
Accommodations
We strive to ensure an inclusive learning environment for all participants. If you require accommodations to fully participate in our training programs due to a disability, medical condition, or other specific needs, please email oit_training@state.co.us at least two weeks prior to the training date.
Fulfiller Analyst
Length: 30 minutes
Description: Gain proficiency in submitting a ticket and navigating its resolution process within ServiceHub, which includes tasks such as editing, transferring, reassigning, and resolving tickets.
Intended Audience: Service Desk Analyst or a Technician responsible for resolving incidents, changes, problems, or any other aspect of ticket management.
Training Preparation:
Start by submitting a General Request for Fulfiller access in ServiceHub production. Include the Assignment Group membership name(s).
Review the ServiceHub Basic Navigation User Guide.
Change Management
Length: 2 hours
PREREQUISITE: Fulfiller Analyst Training
This training is required for all those involved with OIT's Change Management processes and those who need Change User access to the system. Participants will review the change management process, generate a new change, append tasks, and see them through to completion within ServiceHub.
NOTE: Taking this course does not guarantee users will be granted access to technical Change Management capabilities in ServiceHub; such access is at the discretion of the OIT Change team. Please direct questions about the change management process to OIT_ChangeManagers@state.co.us.
Problem Management
Length: 3 hours
PREREQUISITE: Fulfiller Analyst Training
This in-depth training course focuses on the OIT Problem Management process, teaching participants how to proactively identify, investigate, and resolve the root cause of recurring incidents. Participants will achieve practical proficiency in ServiceHub, including the accurate creation of Problem records and management of associated Problem Tasks.
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