Servicecore Events & Courses
Learn, enhance and customize service management platform.
For each user scenario there are options on courses and learning tracks.
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CSSM-P
Certified Servicecore
Service Management Practitioner![]()
Offered for technicians, process managers and service managers; It is an applied training that explains what service management processes are, how they work, and how they are used on the product.
It is recommended that all technicians receive this training before starting to use Servicecore.
Learning the processes explained in good practices correctly and learning the product capabilities correctly will ensure a healthier service management.
Learning product modules for technical teams is the most important step in building a corporate service management system. In this way, technical teams will have a much more accurate and comfortable use.
Training duration: 1 Day (8 hours)
Training method: Online presentation with instructor
Certification: Training participation (80%) + Exam (80%)
CSSM-P TRAINING CONTENT
Purposes of Servicecore ITSM Modules Below is a general introduction of each module and an explanation of technician usage scenarios.
Service Desk Interaction Management, Task Management, Incident Management, Problem Management, Request Management, Knowledge Management, Change Management, Asset Management & CMDB, Continual Improvement Management, Reporting Management, Project Management
Use of dashboards and reports
New dashboard design, adding widgets, designing widgets, use of reports, use of breakdown reports. Task management screens Work log management screens Entry and details of tasks and work logs Task agendas, task queues, task assignment, task lists, task kanbans, task editing, task details-notes-work logs, history recording.
Call management interface and functions
Call listing, filtering, batch operations, call creation, call automatic capture, call conversion, call answering, assignment, closing, call automatic assignmentsUse of common functions in all processesRecord listing, opening, viewing record details, editing, filters on the control panel, filter views, creating custom filters, batch operations, quick editing, index card details, solution and intervention time targets, categories, assignments, SLA tracking, updating status, category etc. information, taking inventory, adding solutions, adding correlations, associating assets and services. .
Communication and operation details in all processes
Customer information correspondence (conversations), adding notes, system notes, e-mail notifications, quick responses, recording history monitoring, shutdown and resolution scenarios, shutdown materials and statuses, record sharing, automation running, cloning, SLA rerun , triggering other processes through the use of additional fields, inter-process correlations. Benefiting from the knowledge base, adding to the knowledge base, editing, approving.
Details of requests
New request design, approval and task structure of the new request record, completion of tasks and tracking of requests, packaged requests, tracking of approvals, adding approval stages, sending for approval, approving with initiative, approving instead, re-submitting for approval, transactions.
End user interface
Opening a new incident, creating a new request, creating a new suggestion-CI record, assets and services, debit acceptance and rejection transactions, project management screens, approvals section, approval-rejection transactions.
Assets, CMDB, Suppliers, Contracts
Adding, editing, associating assets, suppliers, contracts, defining and viewing relationships on CMDB.
Project Management
Project definition, planning, gannt, resources, tasks, WBS, Kanban, Work Logs, use of documents.
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CSSM-A
Certified Servicecore
Service Management Administrator![]()
This training, offered for Servicecore SM product owners, ITSM admin-product managers, process owners, service owners and consultant candidates, includes all management settings, configuration and customization of the service management system.
After Servicecore installation, all project stakeholders, admins, process and service managers must receive this training before starting the implementation. In this way, post-installation configuration, process adaptation and commissioning steps will be healthier.
The service management team in every institution will need to use the information in this training to operate, maintain and continuously improve service management after go-live.
Training duration: 1 Day (8 hours)
Training method: Online presentation with instructor
Certification: Training participation (80%) + Exam (80%)
CSSM-A TRAINING CONTENT
Introduction to Servicecore ITSM Modules
Below is a general introduction of each module and an explanation of technician usage scenarios.
Service Desk Interaction Management, Task Management, Incident Management, Problem Management, Service Catalog Management, Request Management, Knowledge Management, Change Management, Asset Management & CMDB, Continual Improvement Management, Measurement & Reporting Management, Service Level Management, Service Relations Management, Project Management
General Management Settings
General settings and application settings, Notification templates usage and settings, Defining process templates (Quick Create Templates), Defining canned answers, Validation settings, Defining announcements, Defining institution locations and subsidiaries, Defining task templates (Technical Service Catalog), Worklog / Timesheet defining templates (Quick Worklog Templates)
Organization Settings
Defining users and user groups, Defining technicians and technician groups, Defining approval and advisory boards, Defining departments, Determining roles, editing roles in the product
Asset and Configuration Settings
Asset management and CMDB usage, Defining manufacturers, Defining usage models, Defining asset locations, Defining asset states, Defining asset companies, Defining relationship types, Defining contract types, Defining asset types, Defining suppliers, Defining contracts
Advanced Settings
Creating SLA Policies, Setting closure rules, Automation management, Special Additional Fields, Design of surveys, Workflow design, Language resource settings, Scheduled events and requests, Automatic technician assignments, Determination of global statuses
Service Catalog Settings
Defining service categories, Defining a service catalog, Service categories and breakdowns, Service forms design, Service approvals design, Static and dynamic approvals, Defining service level agreements
Common Area Settings
Business Impact, Urgency, Resource, Timeframe, Information Type, Module Category, Task Category, SRM Management, Job Log Type, Project Schedule, Project Type, Service Item Category
SRM Settings
Identification and management of customers, contact management, customer contracts management, service plans design and management, creating support packages
Servicecore Architecture and Release Management
Installation background, maintenance considerations, backup, update processes, SC automatic monitor and health check options, log management and support notification processes, support.servicecore usage and possible incident, request, CI tracking processes, licensing structure and license entries, integration Establishment of services, background and control of integration processes.
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CSSM-DC
Certified Servicecore
Service Management Developer & Consultant![]()
In this training offered for Servicecore admins, Servicecore developers, Servicecore consultants and Servicecore Business Partners, advanced architecture, installation, process design, workflow developments, interface developments, scripting for custom forms and custom actions, customized processes and approval mechanisms with custom flows, Advanced topics such as integration development, automation with integration, report development, process automation are taught.
A consultant with this training will have the technical and process knowledge to provide professional services in all institutions using Servicecore. In this way, the knowledge of a consultant who can independently meet all the advanced needs in an institution using Servicecore will be provided.
Training duration: 3 Days (24 hours)
Training method: Classroom Training + Lab Applications
Certification: Participation (80%) + Exam (80%) + Lab (80%)
CSSM-DC EDUCATIONAL CONTENT
Servicecore Installation
Installation requirements, pre-installation preparations, pre-installation server, database, app server, security, failover, LNB, AD, Mail server, SSO, IDP requirements and configurations.
Servicecore Maintenance
Servicecore internal application performance monitoring (APM) systems, performance diagnosis, maintenance operations, application backup, update operations, continuous delivery operations, SC automatic monitor and health control options, security principles, application internal log management, support notification operations, support.servicecore usage and possible incident, request, CI follow-up processes, licensing structure and license entries.
Integration and Automation Processes
Internal integrations, multiple AD, SSO, IDP, multiple email fetcher, external integrations, use of the integration interface, API documentation, installation of the API service, installation of integration services, preparation, operation and control of the integration, integration development, automation with integration.
Discovery, CMDB, Event Management
Use of internal and external discovery tools, centralization of consolidated asset data from discovery and monitoring tools, n-type discovery integrations, asset consolidations, asset attributes, relationship types, asset and CI customization processes, topology creation, service architecture and service topology extraction processes, system alarms. Automatic creation of events with collection, validation and automation, automatic processing of feedback messages of created events, versatile monitoring integrations, Discovery2SC, Monitoring2SC, Security2SC bi-directional integrations.
Process Design and Workflow Improvements
Creating actions and rules for custom flows in all modules, using workflow engines, creating custom flows, matching action libraries with internal and external systems, developing customized processes and approval mechanisms with custom flows.
Interface and Form Improvements
Scripting for standard application interface and custom CSS developments, custom forms and custom actions. Servicecore scripting basics and examples.
Configuration of Enterprise Solutions and Add-ons
Using vCenter discovery, MS Teams, SMS, Outlooksync, Power BI, SDLC, DevOps (Azure) and advanced SCAPI.
ITIL4 Advanced Practices
Summary explanation of all ITIL4 Managing Professional series books and 34 practices, how to establish a fast, agile, simple and correct ITSM system according to ITIL4, what are the elements to consider in ITSM installation projects, organization, processes, roles, OCM and culture practices other than the product.
