General Instructions
Submit a Request for Support
Table of Contents
Incident Management Module
Initial Training Student Guides
- IM Student Guide 1: Introduction
- IM Student Guide 2: Navigating
- IM Student Guide 3: Using MyHIT
- IM Student Guide 4: Using Consoles
- IM Student Guide 5: Working Incidents
- IM Student Guide 6: Creating Incidents
- IM Student Guide 7: Update and Resolve Incidents
- IM Student Guide 8: Summary
Reference Guides
- Incident Management Procedure and SLA/Escalation Reference
- Quick Reference: Remedy Incident Management V9.1
- Quick Reference: On-Call Schedule Updates
- Incident Search Examples
- Escalation Reference
- Quick Reference: Create Change Request
- Quick Reference: Creating a Ticket
- Quick Reference: Emailing Customers
- Quick Reference: Monitoring the IM Console
- Quick Reference: Receiving
- Quick Reference: Reassigning
- Quick Reference: Acknowledging
Change Management Module
- How to create a change request
- How to perform the post implementation review
- How to set up an alternate approver
- How to view Draft change requests
- How to Modify a Change Request that is in the Approval Stage
- HIT Change Advisory Board (CAB) guidelines
- Student Guide
Work Order Module
- How to Create and Assign a Work Order
- Work Order Cheat Sheet
- How to convert an Incident to a Work Order (and vice-versa)
- Detailed CBL available in netLearning. Log in and search for Work Order Management
Using Tasks
Knowledge Management Module