TECHNOLOGY TRAINING - IT STAFF

MSU IT Service Desk Manager

MSU IT and the IT Service Desk use the MSU IT Service Desk Manager to handle and manage technology Requests, Incidents, and Problems across MSU. This ticketing system uses different groups and configuration items to route tickets to the appropriate teams and service providers within MSU IT.

• xFlow Analyst Interface

  Audience: MSU IT staff, including service providers, who are part of service groups and need to manage tickets. MSU IT staff who need to file Requests, Incidents, or Problem tickets.

  Details: IT Service Desk Manager now has a new front end xFlow Analyst interface, which is intended to help you focus on the customer more by getting things done quicker in the tool.

  View the xFlow Analyst Interface training page which will provide an overview of xFlow and its basic functionality, along with learning about the mobile app. There are also additional videos provided by CA and Q&A's that will help you learn more about xFlow.

• More about MSU IT Service Desk Manager

  Audience: MSU IT staff, including service providers, who are part of service groups and need to manage tickets. MSU IT staff who need to file Requests, Incidents, or Problem tickets.

  Details: There are two separate MSU IT Service Desk Manager courses.

  • • Level 1 for Service Analysts is an overview of the application interface, creating and managing tickets, and information on distinguishing between Requests, Incidents, and Problems.
    • Level 2 for Service Providers also shows how to perform functions in the application, including how to create and manage tickets, make updates, log comments, and search for different items.

  
  

  Register: The MSU IT Service Desk Manager courses are free, but course registration is required for either the Level 1 Service Analyst or Level 2 Service Provider course. Courses are within the D2L learning management system. After you register, you will be given a link to Service Desk Manager course.

Project and Portfolio Management (PPM)

MSU IT employees use Project and Portfolio Management (PPM) for:

• Weekly time entry
• Capacity vs. demand planning and estimating
• Calendar entry for four hours or more planned time off (e.g., vacation, training)
• Project tracking
• Submission of new project ideas for review

Project managers also use PPM to manage projects, document tasks and risks, and provide updates.

• More about Project and Portfolio Management

  Audience: MSU IT Services staff

  Details: There are several categories, pages, and subpages with additional Project and Portfolio Management information and directions.

  The main category pages include:

  • Time Actuals & Calendar Entry
  • Resource Allocation & Capacity vs. Demand
  • Projects & Ideas
  • PPM Advanced Reports

CampusAD Active Role Management

This course will explore ways to manage your CampusAD Organizational Unit (OU) using the Active Roles Server.

• More about CampusAD Active Role Management Training

  Audience: CampusAD OU Admins in MSU departments and units.

  Register: The CampusAD Active Role Management course is free, but course registration is required. The course is within the D2L learning management system. After you register, you will be given a link to take you the CampusAD course.