Find your next step.
Practical guides for the people using, delivering and managing services.
Getting started
Choose your workspace · Understand modules and operating views · Understand roles and access
5 GUIDESServiceHub
Find a knowledge article · Report an incident · Request a service
6 GUIDESAgentHub
Follow Service Desk Instructions · Handle Microsoft 365 email · Set your availability
2 GUIDESAgentHub supervision
Review and publish instructions · Supervise the service desk
1 GUIDESExpertHub
Use My work and team queues
6 GUIDESIncident management
Create and assign an incident · Link assets to an incident · Read SLA information and resolve an incident
3 GUIDESRequest fulfilment
Fulfil an equipment request · Review request approvals · Understand requests, items and tasks
2 GUIDESProblem management
Investigate a problem and publish a known error · Review problem candidates
1 GUIDESChange management
Manage a change and its tasks
2 GUIDESKnowledge management
Create, review and publish a knowledge article · Maintain article versions and applicability
2 GUIDESService portfolio
Maintain a service and offering · Understand services, offerings and catalog items
1 GUIDESConnected Service Model
Understand the Connected Service Model
3 GUIDESConfiguration management
Define relationships and impact behaviour · Manage configuration items and applications · Record outages and interpret availability
6 GUIDESAsset management
Assign and return equipment · Create and import assets · Manage asset contracts, repairs and costs
1 GUIDESReporting and analytics
Create and reopen a report
2 GUIDESAdministration
Configure access, teams and modules · Configure mailbox and live-chat teams
2 GUIDESReference and troubleshooting
Troubleshoot a missing menu or record · Troubleshoot chat and mailbox visibility