Service Desk Analyst Training

Exercises

The Xurrent Service Desk Analyst Training will guide you through the following exercises:

1. Providing a Status Update
2. Registering a New Request
3. New Request for Someone Else
4. Registering an Incomplete Request
5. Understanding Notifications
6. Using a Request Template
7. New Request with New Workflow
8. Using a Known Error
9. Grouping a Request
10. Completing a New Request
11. Reopening a Request
12. Setting a Desired Completion
13. First Line Support Agreements
14. Handling Declined Requests
15. Monitoring Requests
16. Registering a New Template

To complete the exercises, access your Xurrent instance at 4me-demo.com by entering the name and password of the instance. Once you have accessed your instance, select the Xurrent account of VirtualSupport.

If you do not yet have access to a Xurrent instance, you can request one by going to the Xurrent website.

Next, log in as Cali Forelp. Cali is a service desk analyst who works for an organization in India called VirtualSupport. VirtualSupport offers first line IT support for large organizations that are based in the U.S.

All passwords in your training instance have been set to 4me. For training purposes we use easy to remember passwords, since you will switch users with  different roles quite often during the exercises. The passwords do not reflect the strict password requirements Xurrent has for its own employees, nor the requirements your organization will set in the Xurrent system for you.

Make sure you verify the settings of your training instance when it has been used by someone else. Go to the Settings console (5th icon in the toolbar). In the left pane at the bottom you will find the menu options 'Instance Options' and 'Instance Reset'. Click on 'Instance Options' to enter your email address in the Forwarding email address field. Click on the 'Instance Reset' menu option to reinitialize the data in your demo instance.

Click on the button below to get started with the first exercise.

Start Exercise 1