About this Course

This course is designed to give partners a solid foundation in Infraon Infinity’s IT Service Management (ITSM) module. It equips you with the knowledge required to deploy, configure, and support ITSM processes for your clients. Whether you’re assisting with implementation or ongoing service delivery, this course ensures you're ready to deliver excellence using Infraon’s ITSM suite.

Who Should Take This Course

• Infraon Partners

• Implementation Consultants

• Pre-sales and Technical Support Teams

• Customer Success Managers

Learning Objectives

By the end of this course, you will be able to:

• Understand the architecture and interface of the ITSM module.

• Create and manage incidents, service requests, problems, and changes.

• Configure workflows, SLAs, and automation rules.

• Integrate ITSM with other modules, such as CMDB and Asset Management.

• Apply best practices in client-facing environments.

Course Structure

The course is divided into practical, video-led modules, including:

1. Introduction to ITSM

2. Incident Management

3. Request Management

4. Problem Management

5. Change Management

6. SLA Configuration & Escalation Rules

7. Workflow Automation

8. CMDB and Asset Integration

9. Reports & Dashboards

10. Common Use Cases & Partner Scenarios

Each module includes step-by-step walkthroughs, knowledge checks, and downloadable resources.