ITS has established a four-module training program which is intended to provide those who will be playing an active role in support of Information Technology services on the Boulder Campus with the skills that they will need to be successful. The intended audience includes those in ITS who play a support or core product/service expert role and those outside of ITS (IT Support Representatives) who will play a key support role within their department. The four modules include

1. an introduction to the ITS organization and its products and services,
2. an introduction to the ITS Case Management Model and the tool that supports it,
3. a review of effective customer support skills and,
4. a foundational review of technical information and support methods.

Courses

ITS Orientation
The ITS Orientation module introduces the ITS training program, the organization structure of ITS, locations, products and services, and our senior management team.  The session provides you with helpful web site addresses, important information regarding UCB campus policies, campus classified staff organizations and more.
NOTE: This class is for ITS employees only.  For Tier 2 CSR Orientation, please scroll down.

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ITS Workflow Management
This training module provides an introduction to the ITS Supportworks Call Management Model and focuses on the SupportWorks workflow tool. The purpose of the workflow tool is to facilitate the provision of unified customer service across all of ITS. This will be accomplished by recording incoming customer contacts and tracking workflow through ITS and its collaborating partners in order to ensure customer satisfaction. The resulting history of Supportworks calls/contacts will produce data that can be used in ongoing process improvement efforts.

NOTE: This class is only for internal ITS Employees and Tier 2 CSRs completing their Certified Partner track.

Please note that this is a 3-hour session.

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	No sessions currently available.

Customer Support Training
The Customer Support Training class examines personality types, communication skills, conflict management, problem solving skills, and how these areas focus effective customer support skills. ITS will be offering half-day sessions (morning and afternoon) and evening classes by request.

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IT Fundamentals @ CU-Boulder
The IT Fundamentals module is for UCB technical support providers. This module will provide foundational skills to support or find support for UCB supported software, hardware, and network tools. In order to finalize this training module, you will be asked to complete a number of online courses offered though the SkillSoft computer-based learning tool.

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ITS Communication Training
This course will provide content on and allow the participants to practice behaviors that will produce good communication and that will support the development and maintenance of an organizational climate of collaboration, cooperation and mutual respect. NOTE: This class is for internal ITS Employees only.

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Conflict Management Training
Too often we do conflict in ways that hurt us or others and that damage our working relationships. Because of this we try to avoid conflict which usually makes it even more damaging in the long run. This workshop will introduce skills to stop destructive, avoidant conflict behaviors, and skills you can use to confront conflicts more constructively. Tom Sebok will share his expertise and energy to present applicable and engaging workshops so that you can make your conflicts more constructive (less damaging) for you. A morning snack will be served however, attendees will be on their own for lunch. NOTE: This class is for internal ITS Employees only.

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Tier 2 Computing Support Representative (CSR) Orientation
Tier 2 CSR Orientation module introduces the ITS training program, the organization structure of ITS, locations, products and services, and the CSR Program.  The session provides you with helpful web site addresses, important information regarding UCB campus policies, CSR certification requirements and more.
NOTE:  This class is for Tier 2 Computing Support Representatives only. 

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	No sessions currently available.

ITS Combined Web Order Form Training
For Liaisons and Computing Support Representatives only!
ITS is transitioning from separate voice and data ordering processes to a new combined online order form. These hands-on sessions will train ITS Communications Liaisons and Computing Support Representatives how to use this new, more efficient system. NOTE: To access the online order form, you will need to know your IdentiKey login name and password. This information can be obtained from the ITS Service Center at 5-HELP (5-4357) should you need it. ALL SESSIONS WILL BE HELD IN STADIUM 350 (GATE 9 OR 11, THIRD FLOOR)

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Introduction to Mac OS X
Get on track for CSR certification in Mac OS X! This session introduces the fundamentals and terminology of the operating system, and prepares you for the continuation of the certification track.

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	No sessions currently available.