Training

Successfully adopting a new ITSM platform like HelpMaster depends on how well people understand the system, can use it effectively, and perceive its value. Training and education are critical to driving user confidence, reducing resistance, and accelerating adoption.

Why Training Matters

For some users, there’s often a natural reluctance to adopt a new system—especially if they’re comfortable with the previous one, even if the new system offers improvements. The key to overcoming this resistance is clear, engaging training that focuses on:

• Demonstrating how to use the system
• Explaining why it matters
• Showing the benefits to their role

Providing targeted, role-specific training empowers users and reduces frustration, making the transition smoother for everyone.

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Core Training Topics

Below are the key areas you should cover when training users on HelpMaster:

Logging into the Web Portal

• Explain different authentication methods available:
  • Username / Password
  • Microsoft Authentication (Azure AD)
  • Single Sign-On (SSO)

Logging Tickets

• Show users how to log a new ticket using the web portal.
• Highlight important fields and templates.

Viewing & Updating Tickets

• Teach users how to check ticket status, post updates, or attach files.

Browsing the Knowledge Base

• Demonstrate how to search and browse helpful articles.
• Encourage users to use self-service resources before logging a ticket.

Providing Feedback

• Explain how users can give feedback on service or articles.
• Use this data to inform ongoing improvements.

Approvals

• Train users who are approvers on how to review and respond to approval requests.

Service Level Agreements (SLAs)

• Outline how SLAs work and what they mean for ticket prioritization and resolution times.

Emailing the Service Desk

• Explain how to initiate or respond to tickets via email.
• Clarify email subject line conventions and what to expect in autoresponses.

Auto-Responders

• Help users understand system-generated responses and notifications.
• Highlight what actions (if any) are required from the user.

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🎯 Final Tips

• Tailor training to different roles (e.g., clients vs. agents vs. administrators).
• Use short videos, one-page guides, and tooltips to reinforce learning.
• Consider a quick reference or “cheat sheet” for the most common tasks.
• Repeat training sessions during the early rollout phase to build confidence.

Training is not just a one-time event—it’s part of the ongoing success of your service management platform.