(TMS Specialist) Introdução

Summary

In this introductory lesson of the TMS (Specialist) course, Michel, the instructor, guides learners through the fundamentals of managing IT services (TIC) from scratch. The course covers key topics such as understanding the technical catalog, collecting essential data, managing user access, configuring satisfaction surveys, and importing data such as users and services into the system. Learners will explore customizable features of the platform and learn how to tailor the system to meet their specific needs, including advanced configurations to control access, restrict content, and personalize email communications.

Takeaways

• 😀 The course covers the TMS (Technical Management System), and the goal is to start from scratch with the TIC management module.
• 😀 Basic familiarity with concepts like websites is recommended, as many terms related to the methodology will be used throughout the course.
• 😀 The course will start by demonstrating the catalog, which will be imported into the empty environment for hands-on learning.
• 😀 After demonstrating the catalog, the course will explain why the model adopted by the server is structured the way it is.
• 😀 One of the most crucial parts of the process is information collection, understanding which attributes must be gathered during customer interaction.
• 😀 The course will guide how to properly fill out essential fields in the Cervelo system, including the catalog and technical catalog, which is accessed by technical teams.
• 😀 A key aspect of the course will be importing users, service queues, and clients into the system, along with addressing their specific needs and roles.
• 😀 Secondary attributes in the system, though secondary, are still critical, including request forms, causes, and different ways to manage ticket statuses.
• 😀 The course will cover how to create and revise screens, both for users and for the technical team, making them customizable and adaptable to the system's needs.
• 😀 Configuring satisfaction surveys will also be covered, ensuring user feedback is effectively integrated into the system for future improvements.
• 😀 Towards the end of the course, advanced configurations will be introduced, including restricting access to tickets by group, customizing fields, and personalizing email notifications.

Q & A

What is the primary focus of this course?

The course focuses on the TMS (Technology Management System) for IT management, specifically on managing technology and service workflows from scratch.

What is expected of participants before starting the course?

Participants should have basic knowledge of operating and understanding the TMS, as well as familiarity with some concepts related to IT management.

What does the course module on TIC management aim to teach?

The module aims to introduce the basic concepts of TIC (Information and Communication Technologies) management, covering how the system works and its underlying methodology.

What role does the catalog play in this course?

The catalog is used for demonstration purposes and will be imported into the environment to show how it functions. It helps in managing the services provided within the system.

What is the significance of collecting information in this process?

Collecting the right information is crucial as it helps define the technical details, attributes, and service configurations that are essential for proper service management and ticketing.

Who accesses the technical catalog and service catalog?

The technical catalog is accessed by the technical team and support agents, while the service catalog is accessed from the user's perspective.

What are secondary attributes in the context of this course?

Secondary attributes, though not as central as primary ones, include aspects like the state of the service request, form of the service, causes, and other customizable fields within the system.

What customization options will be covered in this course?

The course will cover customizing action screens, user screens, service request screens, as well as configuring and adjusting satisfaction surveys.

How does the course address user and data importation?

The course will guide participants on importing users and their associated data (such as company, department, locality, and profile), along with importing the service catalog into the system.

What advanced configurations will participants learn?

Participants will learn to restrict access to service tickets based on group, limit visibility of certain fields, and customize email templates as needed.