Accelerating Your Implementation introduces you to CSM's core components, helps you prepare your service catalog, and compares CSM's out-of-the-box workflows with your core process requirements. You will analyze the design workbook, in order to help lead your design workshop of IPL Service Management. Knowing these topics will help avoid the roadblocks that most often stall or interrupt a smooth implementation.

This Quick Tip video explains the access levels in the IPL Support Portal.

Administration Foundations is a hands-on course for new IPL Service Management administrators. In this comprehensive course, attendees will work with a IPL Service Management system to perform tasks that are designed for new system administrators.

In this module, you will configure ISM Risk Assessment Types and use the ISM mApp Solution to complete a Risk Assessment.

This Quick Tip video covers examples of Foreign Keys, why you want to leverage Foreign Keys, and how to configure Foreign Keys, and how to configure Foreign Keys on existing fields.

Verständnis eines Out-of-the-Box Incident Workflows in IPL Service Management (Utilizing the Out-of-the-Box IPL Blue Client)

Tips and Tricks to Automating in IPL

Learn how Dun & Bradstreet is using IPL Self-Service Portal to create and manage AWS instances providing a lean/Agile approach for development while maintaining cost, asset, and compliance controls critical to our business within a complex environment.

This Quick Tip Video demonstrates how to consolidate two or more Blueprints into one single Blueprint file.

Using a default configuration, build a custom IPL Service Management Portal.

This Quick Tip video walks through the process of building a report in the IPL Report Writer, with a Business Object and related Child Object. In the example given, the presenter will use Incidents with Tasks.

Aaron Alexander walks through setting up a One-Step to call a Web Service API, and how to consume someone else's API in the system. You will also see how to create a ticket in JIRA to identify a bug, and then use CSM to track the status of the bug.

In this course, Neil Myers uncovers the mystery of IPL Service Management Security Settings. You will learn to configure Users by Roles, Security Groups, Teams, and Workgroups. You will learn to restrict access through Managers for visibility or controlling access to data through Business Objects. Neil will simplify the multiple security settings to help you design and plan for who needs what access in your own system.

This Quick Tip video demonstrates how to configure the Decision Action One-Step using Incident.

This Quick Tip video gives an overview of the IPL Software Identification Database (CSID) and explains how easy it is to contribute to it.

Ken Wooten teaches you how to convert Business Objects into Group Objects.

In this Quick Tip video, you will learn how to customize a report.

In this Quick Tip video, you will learn how to make your pivot grids pop in your reports using alternating color bars.

In this course, you will be introduced to Automatic Actions, including both the pros and cons of using them. You will examine how to configure Automatic Actions and example Automatic Action Conditions in the Administrator Client. This course was created in CSM Version 9.1.

In this course, you will examine the different ways to create a custom Toolbar for an individual, specific role, or a Major Business Object. Chris will also discuss things to consider when choosing a toolbar, and valid use cases for each one.

In this course, you will examine techniques for creating custom graphics to use in IPL Service Management. You will then be shown how to implement your custom graphics in Widgets on Dashboards.

This Infographic offers more detail about collaboration using CSM V10.

This OneSheet offers an overview of the benefits of CSM V10.

This fun interactive Game-based Assessment builds on your understanding of the benefits of the CSM V10 release. This bicycle race will take you through challenges to test your V10 knowledge and see if you have what it takes to win the race!

This Quick Tip video demonstrates how to delete attachments from a Business Object in the Browser Client.

Trusted Agents are a great way to integrate your system seamlessly through firewalls. Discover when you need Trusted Agents and why. If you are in a SaaS environment, learn how to deploy and use Trusted Agents. This Trusted Agent feature became available in 7.x with enhancements in 9.0. Filmed using IPL Service Management Version 9.0. This course was updated to include the 9.3 version which adds the e-mail functionality through Trusted Agent. The 9.5 version of CSM allows the Trusted Agent to be utilized with One-Step Actions.

One-Step Actions are one of IPL’s most compelling features. They enable IT organizations to easily automate tasks, workflows, and processes without writing or touching code. This session will provide information on how to set up One-Step’s automate capabilities to warn IT of untouched tickets, auto-closing aging tickets and prompting Knowledge Article review and revision. This session was presented before a live audience during IPL Global Conference 2016. Branching One-Steps are in Version 8.2 and above.

IPL's IT Service Management (ITSM) solution includes eleven ITIL certified processes, including Incident, Request, Problem, Change Management and Knowledge Management. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

This Quick Tip video explains how to use the Related Item Navigator.

This Quick Tip video explains the Change Process Out-of-the-Box.

In this course, Heather Eisele explains how to use Scrum to maximize your productivity and work best with your team. Heather explains Agile methodologies, the Scrum Framework, the members of a Scrum team, and Scrum Ceremonies.

Danyda Feldman shares this quick tip for exporting a visual diagram of the Business Object Relationships. From the Administrator Client, you may document and graphically view any CSM relationship and system configuration as well as export business object diagrams and visualizations into VSDX format. This enhancement is found in version 9.4 of CSM.

IPL's Facilities Service Management Solution utilizes all the same power and features that are available in all modules of the IPL Core Platform. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

This new feature in CAM v. 15.1 allows other applications to retrieve data from CAM via an API. This video explains how to install and configure the REST API for CAM 15.1.

Examine the core functionality of IPL Service Management.

This Quick Tip video demonstrates how to access the IPL Community from the IPL Support Portal.

This Quick Tip video demonstrates how to add a new chart to a Report in the Report Wizard.

This Quick Tip video demonstrates how to add Contacts in the IPL Support Portal.

This QuickTip video is for Company, Partner and Department managers and will give instructions on how to assign content to your learners.

This Quick Tip video explains how to create a Change Model in IPL Service Management.

This Quick Tip video explains how to create a Configuration Item in IPL Service Management.

In this video you will learn how to leverage the powerful Matrix Widget on the Dashboard to show the performance of your technicians.

This Quick Tip video explains how to create a Supplier in IPL Service Management.

This Quick Tip video demonstrates how to deactivate Contacts in the IPL Support Portal.

This Quick Tip video demonstrates how to download software versions from the IPL Support Portal.

This Quick Tip video demonstrates how to edit your On-Premises Configuration Items in the IPL Support Portal.

This QuickTip Video will guide you in the process to purchase credits, using a credit card for payment, in IPL Learn.

This QuickTip video will show you how to Register for Content in IPL Learn.

This QuickTip video will show you how to reset your IPL Single Sign on password.

This Quick Tip video explains how to search the Knowledge Base in the IPL Support Portal.

This Quick Tip video explains how to submit an API Incident or Request in the IPL Support Portal.

This Quick Tip video explains how to subscribe to system updates in the IPL Support Portal.

This Quick Tip video demonstrates how to build a One-Step using the One-Step Designer. The scenario demonstrated shows how to update the country in a Customer Business Object.

In this Quick Tip video, we will be learning about using filters on Dashboards to automatically adjust the Widgets on that Dashboard.

This Quick Tip Video provides an example of Machine Learning Categorization for an Incident. 

This Quick Tip video explains how to view Service Alerts in the IPL Support Portal.

This Quick Tip video explains how to view your account information in the IPL Support Portal.

IPL HR Service Management (HRSM) capabilities are fully integrated with IPL’s no-code automation platform and our IT Service Management solution—so you can use the tools already in place to help your company’s HR team make the move to advanced service delivery. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

In this module, you will learn how IPL HRSM meets the current needs in the HR Management marketplace and will gain a high-level understanding of the features and functionality of the IPL HRSM mApp Solution.

In this module, you will learn the identity and functionality of each of the HRSM Portals and how they integrate with the administrative side of the HRSM mApp Solution.

Neil Myers demonstrates how to build and implement a Security Group using a Mergeable Application, or mApp.

Eric Beavers teaches how to implement the ITAM Purchase Request Through Receiving mApp into your IPL Service Management System. This course walks you through installing, configuring, and using the Solution. This course also demonstrates requesting a product through the Self-Service Portal, working a Service Request, fulfilling a Purchase Request, and receiving inventory. 

This module demonstrates mapping multiple external connections.

Neil Myers demonstrates how to import the CSM Service Catalog from a .csv file.

IPL's Information Security Management (ISM) mApp provides organizations a comprehensive solution for managing Governance, Risk, Compliance and Security Operations. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

Neil Myers steps you through installing the IPL Service Platform in your on-premises environment. In this course, you will learn which components to install, when, and why. Neil steps you through the order of installation and connection to the database. You will understand the three different installers including the optional Portal and Browser Apps and Auto-Deploy. After watching these videos, you will be able to install a test or development system in your environment.

In this course, Jonathan Wilson walks through the process of how he integrates IPL Service Management with JIRA. In showing what he has developed, you will see the solution he came up with to help the Service Desk talk with the developers in the JIRA system, working in a DevOps environment. His solution is created so that IPL does all the posting and getting between the two environments.

Neil Myers demonstrates how to connect CSM to MS Active Directory, how to set CSM to authenticate in MS Active Directory, and how to import customer accounts from Active Directory.

The Quick Tip video walks through the consolidation of all authentication code into the REST API. The impact of this for installation and upgrades is explained.

In this course, you will begin with an introduction to Problem Management and a discussion of how Incident Management and Problem Management are related. Jim will show you how to perform a Root Cause Analysis and how to answer key questions about maturity levels. The course concludes with a discussion about Return on Investment and the keys to a successful implementation of Problem Management.

In this short course you will be introduced to the basic concepts of Service Management, and you will see a demonstration of how Service Management is implemented using CSM.

This Quick Tip video demonstrates the functionality of the Walk-Up Support mApp from both Customer and Technician perspectives.

This course is intended for users who have minimal experience with the IPL Service Management® (CSM) Dashboards feature. This course provides an overview of the basic functionality and a general understanding of Dashboard design. This course is designed to spend more time at greater detail than other courses that contain Dashboard design content.

In this course, you will be introduced to the Named Object REST API in IPL Service Management 9.4. You will be shown how to use this feature and will examine several example scenarios of Named Object REST API configuration.

This new three-day course prepares you for the examination leading to the ITIL® 4 Foundation Certificate in IT Service Management but with a difference. The most valuable element of any training event is the ability to take what has been learned theoretically and apply it practically in a working environment. This can sometimes be challenging with a purely theoretical approach. In this course, Pink Elephant takes the theory learned and demonstrates, using IPL Service Management, how these theoretical practices can be automated, bringing the theory to life. The course is designed as an introduction to ITIL® 4 and enables attendees to view IT Service Management from the perspective of a more evolved Service Value System. The Service Value System provides a holistic end-to-end picture of what it really means to contribute to business value and also integrates concepts from frameworks such as Lean IT, Agile, and DevOps. In this course your expert facilitator will break-up various theoretical introductions to important terms and approaches with a practical view of how these would work in a real-life environment, thus allowing best practice to become a way of work. For example: For common ITIL Processes/Practices, such as Incident Management, Change Management, Problem Management and Service Catalogue Management, your instructor will demonstrate within IPL Service Management, the key activities, how they should be structured, and the considerations needed in building this interface. IPL’s ITIL-based visual workflows will guide attendees through each core activity, during which discussions around theoretical elements learnt will be discussed.

Doug Dollar demonstrates how to leverage the E-mail Monitor to capture alert information from network management products. Situational alerts may trigger the creation of a single Business Object to correlate related events into a single Incident with multiple related events. If you have alert information from network management products, you can integrate and automate E-mail alerts to function with IPL Incidents.

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Manage Service Providers can leverage IPL Service Management in their organizations to provide outstanding service to their customers. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

IPL Asset Management allows you to configure, manage, control and run usage reports of concurrent licenses. CAM controls user access to a limited number of network licenses for usage efficiency.

In this course, Roger Penny walks you through the process of Managing Multiple Consultants in CSM. You will see the potential pitfalls that can occur when deploying, what to consider while structuring your team, and techniques for managing Blueprints with multiple developers.

IPL offers a free Microsoft Teams Integration mApp® that enables strong collaboration between CSM and Microsoft Teams. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

In this course, Neil Myers introduces all the elements used in CSM to implement workflows, lifecycles and processes. He shows various modifications to change the lifecycle functionality to suit your unique workflow.

This module presents an overview of features in progress for IPL Service Management and IPL Asset Management for February 2021. 

This Quick Tip video provides an overview of the features included in the Definition Reviewer.

This module is intended for the Business User(s) in your organization responsible for managing submitted Ideas or Requests for consideration as formal Projects, Portfolios, Programs, or other Actions. The submitted Ideas or Requests are recorded as Demands in your PPM system.

This module is intended for Project Managers in your organization who will use PPM to create, staff, schedule and manage the execution of project deliverables. We'll begin by describing the Project Lifecycle, then we'll look at Viewing and Assigning a Project, Creating a New Project, and conclude with Managing the Project Lifecycle.

IT Service Management is about running the business of IT. Like any other Business Unit, IT has a set of business processes used to deliver IT services. For any Process Automation efforts to be successful – using IPL or other support tools – there first needs to be a complete and well-documented process defined. Marie’s motto is: “You can’t automate what you haven’t defined!” In this interactive workshop, participants will learn to facilitate Process Design discussions in their workplace to support Process Automation success.

This module is intended for Project Workers who will use PPM to complete Tasks and Timesheets.

IPL's Remote Employee Management mApp® Solution efficiently manages the transition of employees from the office to remote work. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

A demonstration of IPL's Return to Workplace mApp. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

This Quick Tip video demonstrates how to set the related item picker properties to default limiting records based on whether the customer is current or not.

This Quick Tip video demonstrates how to make your Dashboard display appear and function like the Tabs in a Browser.

In this walkthrough, Tanya explains the automation processes in the out-of-the-box content. You will be able to locate, understand and troubleshoot automation processes. There are three types of automation processes: simple, visual and threshold. Tanya unpacks the simple and visual automation events. You will also learn some troubleshooting steps if the automation process does not work as you expected.

Neil Myers introduces you to the Incident and Service Request process or ticketing system and explains how to create an Incident, and then work through to the completion of the Incident.

Neil Myers demonstrates how to use the features of the Problem Form coming in 9.6.

Neil Myers demonstrates how to use the updated features of the Task form coming in 9.6.

In this walkthrough, Tanya unpacks the E-Mail Monitor. The email automation monitors an in-box and processes the emails on a particular set of rules. Tanya takes you on a tour in the Admin tool to see how it works.

IPL® Asset Management is a Software Asset Management (SAM) tool built for organizations that want to reduce software license spending, IT overhead, and software audit risk. It allows you to consolidate your hardware and software license, usage, and inventory data to seamlessly track and manage IT investments—and abandon Excel spreadsheets. The IT Asset Management (ITAM) mApp integrates seamlessly with IPL ITSM, populating the IPL CMDB with IT asset data. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

This course is for CAM Implementers and Administrators. This course provides exposure to, and practice with, some of the features and functions of IPL Asset Management 14.0. You will be ready to install and begin using the basics, such as discovering machines; deploying CAM Agent; configuring CAM; defining, updating, and contributing to the CSID, and more. If you are using CSM, but recently purchased IPL Asset Management, you’ll greatly benefit from Lesson 7, which walks through applying the CAM mApp to IPL.

Successfully pass this exam to become a IPL Certified Professional Administrator. 

Successfully pass this exam to become a IPL Certified Professional Developer. 

IPL CORE is a purpose-built no-code development and delivery platform that serves as the logical foundation for IPL’s ITSM solution, IPL ESM (Enterprise Service Management) Solutions such as HR and Facilities, and custom-built workflow applications. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

IPL leverages adaptive design to provide a unique and tailored mobile experience to customers. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

The IPL Virtual Agent, or CVA, is designed to bring natural language processing capability to IPL Service Management environments.   ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

IPL Workflow gives an introduction to One-Steps and Business Automation Processes. ***** To see this content please click on the orange circle with the black arrow to the right under the Learning Nuggets header or click the Add To Journey button above the Learning Nuggets header.

In this course, Graham shows you how to use Date/Time Expressions within IPL Service Management. You will examine how to create two labels on an Incident Form: Delivery Date, using a Date/Time Math Expression and Countdown to Resolution, using a Duration Expression. You will also explore how to use these Expressions on Dashboards and Grids.

This session will cover automating repeatable tasks that are carried out by your Help/Service Desk. Password resets, account unlocks, requests for hardware, software, and documentation – all of these things can be automated within IPL’s One-Step Manager. In this session, you will see actual One-Step Actions and learn how you can easily create them.

In this course, you will be introduced to Searching in IPL Service Management, and the core functionality of the Group Clause and the Comparison Clause. You will examine how to use Searching for business intelligence. You will then examine how to use a shorthand for more effective Searching, and walk through an example using the shorthand for searching. Filmed using IPL Service Management Version 8.3.

If you are accustomed to manipulating your Reports in Excel, you can extract data collected and maintained in IPL Management System into Microsoft Excel utilizing a One-Step. Mark Schot steps you through creating a template within Excel and loading the template into a One-Step to extract the data. Next, you’ll learn how to add multiple Business Objects and get creative interacting with the data in Excel. In conclusion, Mark offers troubleshooting tips.

This Quick Tip video explores the online help documentation at IPL.

This Quick Tip video demonstrates how to evaluate sentiment, run calculations against multiple text sources, and store sentiment score for future action.

This Quick Tip video  demonstrates the powerful System Analyzer tool used to diagnose and troubleshoot different types of errors, including errors in Business Objects.

This Quick Tip video demonstrates features in Email Manager and Security.

What is CAM? is a high-level overview of IPL Asset Management. This Quick Tip video explores the features of this robust product and will help you understand how it could benefit your organization.

This module presents an overview of the updated features in the 15.2 release of IPL Asset Management.

This module presents an overview of the updated features in the 10.1 release of IPL Service Management.

This module presents the new features available in the 9.6 release of IPL Service Management.

Adrian DeKlerk teaches you the best practices of creating a multi-lingual localized version of IPL Service Management. This powerful new feature introduced in 9.2 enables you to support multiple languages within a single database. Learn how the Culture Switcher allows end-users to instantly switch the system to another language. Collaborate and create language packs into any language to speed up the translation process. Watch the introduction video to learn more on the features and benefits of supporting multi-cultures through Globalization. As of the 9.5 version of IPL Service Management, Double-byte and Platform translation are a part of the Globalization feature. Ken Wooten demonstrates how to utilize these 9.5 additions. Developers also teach the best practices for applying a Mergeable Application (“mApp”) to a Globalized IPL Service Management system. You will learn how to check for validation by list to modify to Table Management. After creating tables and updating Major Business Objects, you will learn to apply language packs and update foreign keys. You will conclude with best practices and special notes for the successful management of the Globalized lifecycles, Dashboards, and other cultural issues.

This module will walk you through the design of your Service Catalog, show you  how to refresh it, and also how to create a new Service.

This module will walk you through the steps to create specific types of reports in IPL Service Management.