University ITSM

This month we have been finalizing our ITSM tool configuration (we use Remedy) and we have been conducting training for the department.  Can you tell?  The web site has been a little quiet.
We are offering several sections of six different types of training this month.

• Incident training: General explanation of how to create, search, update, and resolve incidents
• Change request training: General explanation of how to create, search, approve, update, and resolve changes
• Asset administrator training: Power user training for how to create and manage assets
• Asset user training: General user training for how to update asset records
• Service Desk training: Specific training for the Service Desk with a special focus on what student workers and Service Desk employees need to know
• Department-by-department training: Additional training for other departments that also use our ITSM tool, on a department by department basis

For each training, we make sure students have the new client installed, we show a couple of slides explaining why they have to learn the new tool and why we're deploying it, and then the bulk of the class is hands-on work in the client.  The class timing is structured so that we cover the nitty-gritty do-as-I-do details earlier, and then we have plenty of time for questions.  We also keep a "parking lot" of ideas, questions, and concerns that we send back to the project team.