TechExcel User Conference 2008

Training Agenda Details

Wednesday, October 22, 2008

DevSuite Track

Service Suite Track

3:00 pm - 3:50pm

Integration of Knowledge within DevSuite

Full integration with all TechExcel Suites: KnowledgeWise is the central repository for any document in a development project. Through its integration with DevSuite, knowledge documents can be accessed through DevPlan, DevTrack, and DevTest.
Access control enforces permissions for document actions at the project and user levels.
Centralized information storage enables teams to stay updated with requirements, specifications, design documents, marketing brochures, and any other knowledge types that are related to specific activities.
Document version tracking manages document versions using intelligent algorithms that automatically detect differences between a server-stored document and a local copy.

A Lesson In Process Definition and Control

Learn how to define a complete process with progress states, transitions, business logic, and field-level data privileges using a simple graphical tool that allows participants to create a consistent method for handling incidents, problems or requests.

For experienced and new administrators of ServiceWise and CustomerWise, this session will focus on an in-depth discussion of every definable process feature and how it can be used to enhance business processes. Participants will be given the “green light” to rev up their engines and become ready to design, build and manage a complete process.

4:00 pm - 4:50pm

Managing Requirements using DevSpec

Managing requirements and specifications using DevSpec
Fully customizable user interface: DevSpec enables you to create the requirements and feature interfaces you require with extensive customization options including user-defined field labels, field types, drop-down menu options, master-detail relationships, and custom reports
Open lifecycle workflow: Define workflow rules for creation and management of requirements and features.

Efficiency and Automation

Learn how to leverage the power behind autorouting rules and incident templates to create a powerful, efficient and user-friendly service desk.

Participants will learn how to harness the automation powers found within ServiceWise and CustomerWise and walk away ready to setup and configure their own applications.

Thursday, October 23, 2008

8:00 am - 5:00 pm	TechExcel Training Registration
8:00 am - 9:00 am	Continental Breakfast
	DevSuite Track	Service Suite Track
9:00 am - 9:50 am	Scrum Training Scrum Planning — Learn to expand planning concepts to meet the iteration planning needs of multiple teams. Improve Communication — Synchronize plans, concepts, product feedback, and process improvement with Scrum practices. Quantify Design — Discover ways to quantify designs and make those designs part of your backlog for Scrum planning. Scrum Roles in DevSuite — Learn about the new roles required to successfully manage Scrum within DevSuite. Metrics for Scrum— Enhanced burndown charts, velocity and spec completion reports, and how to measure a team health. Distributed Teams — Learn practices to help you to optimize multicultural, globally dispersed teams.	Learning to Manage Sub-Tasks With so many choices, how can administrators decide when best to use an event versus a child ticket? Explore the benefits and limitations of both features and learn when to incorporate these often misunderstood elements into a process. Participants will learn, through real-world scenarios, how to configure and use both events and child tickets.
10:00 am - 10:50 am	New DevTrack 7.0 features This training session will focus on the new features implemented in DevTrack on the DevSuite 7 platform. A few of the new features that will be presented are the Standard Lookup Field addition, conditional transitions in the workflow, and KnowledgeWise / DevSpec integration.	Implementing Effective Service Level Agreements This session will explore the course of establishing effective service level agreements (SLAs). It will include a discussion on the process of building SLAs that will provide valuable performance metrics and manage customer expectation levels. Participants will learn how to identify service classes and define the appropriate SLA. They will also be introduced to what should and should not be included within an SLA. And finally, we will cover the best practices for teaching support analysts to meet and exceed customer expectation. Heavy emphasis will be placed on the new SLA features found in version 7.2 or higher.
11:00 am - 11:50 am	Rules Based Email Notification and Automatic Escalation How to build Notification and Escalation rule generation based on Trigger and Condition logic How to build Notification and Escalation Email Formats How to define Escalation actions and potential reassignment actions	How to Build World-Class Reports That Your Executives will Love Learn how to create dazzling reports the easy way. Incorporating industry best practices with custom point & click and web query reports, participants will leave armed and ready for even the most challenging reports. In the session participants will learn to not only appreciate, but also enjoy building dynamically updated reports within ServiceWise and CustomerWise.
12:00 pm - 1:15 pm	Lunch
1:20 pm - 2:10 pm	Using DevTrack Events to Manage Tasks and Automate Workflow Learn how to use Event Workflow, Event Advanced Workflow, and Event Grouping to automate Event generation as well as automate workflow steps Using Event Notification and Escalation to keep users informed on tasks at hand as well as tasks that may have slipped	Designing the Perfect Portal Learn best practice techniques for building the perfect self-service portal. In this session participants will be given a series of building blocks created to help them design and create a user or customer accepted portal. Participants will be given feedback and survey samples as well as real-world examples for configuring a first class service portal. Emphasis will be given to knowledge and FAQ management.
2:20 pm - 3:10 pm	DevTrack Customer Beta Portal Learn how to use the DevTrack Beta Portal to allow non-DevTrack users to help with defect tracking Integrate your customer set from CustomerWise or employee set from ServiceWise into the DevTrack Beta Portal.	New Features of 7.5 – Part 1 Product Experts will teach participants to understand, configure and test the new features found within SW/CW 7.5. This session is a great way to learn all of the newly-released features including the use case scenarios found within this major product release. This session will be divided into two parts so that all new features may be covered.
3:10 pm - 3:30 pm	Afternoon Break
3:30 pm - 4:20 pm	DevTrack – ServiceWise/CustomerWise Integration Learn how to use interproject action automation triggers to seamlessly integrate DevTrack with either ServiceWise or CustomerWise Learn how to use the Interproject automation to streamline the workflow processes from both DevTrack and ServiceWise or CustomerWise	New Features of 7.5 – Part II This session will continue exploring the new features within ServiceWise / CustomerWise 7.5 This session is a great way to learn all of the newly-released features including the use case scenarios found within this major product release.

Friday, October 24, 2008

8:00 am - 11:30 am	TechExcel Training Summit Registration
8:00 am - 9:00 am	Continental Breakfast
	DevSuite Track	Service Suite Track
9:00 am - 9:50 am	Managing Testing Templates & Test Tasks using DevTest Using the template view to manage Test Templates Using the Planning View to manage Test Releases and Test Cycles Using the Test Task view to Run Tests Integrating DevTest with DevTrack	Working Lab (2 Hours) Training participants will be given an allinclusive service desk project. This project will touch on each of the topics covered during the previous training sessions. Participants will be asked to design and configure a project for the scenario in question with the help of TechExcel engineers if required. This session is a great way to put into practice everything that was covered during the Training sessions.
10:00 am - 10:55 am	DevTest Testing Automation This class will explore the integration of an automatic testing solution called Test Complete from Automated QA with TechExcel’s DevTest product.
11:00 am - 11:50 am	DevSuite Review and Q&A Upon completion of TechExcel’s training, participants will be given a training course completion certificate.	Service Suite Review and Q&A Upon completion of TechExcel’s training, participants will be given a training course completion certificate.