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Joel

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  1. Register for Workflow training and upcoming Academy maintenance Hi! Academy Live There's still time to book your place on our upcoming Workflow Essentials Academy Live sessions next month. Join us to learn the basics of using Hornbill’s Workflow designer for automating your business processes. This is the first in our upcoming series around exploring and maturing automation with Hornbill. There are two sessions to choose from, morning (10AM) and afternoon (2PM). Academy Maintenance Our top priority is to deliver an excellent experience for all of our learners. In order to meet — and exceed — that benchmark, occasionally, we need to enhance our infrastructure. Please be advised that maintenance will take place on Friday, 28 June, 2024 from 4 PM - 6 PM BST. Hornbill Academy will be not accessible during this period. Please plan accordingly. Thanks, Hornbill Academy Team
  2. Hi! We hope you're having a productive and fulfilling week. Read on for highlights from the past month, and a look ahead to our upcoming program focused on automation—designed to empower you to streamline your processes and enhance productivity. May wrap-up Getting started with Hornbill and AI Our Getting started with Hornbill and AI course has proven to be a hit, with the highest number of course completions in May, highlighting the current interest in AI tools in Service Management. Remember, even if you’re not in our HAi Beta Program, you can take the course to learn about our current AI offerings and what’s coming. Course ratings and feedback! We’re rolling out the ability for you to rate courses in the academy, and tell us what you think of them. You’ll start to see this at the end of courses (and all new courses will require this before being marked as complete): It’s your chance to tell us, in the moment, your thoughts on the course, with a quick sentence and star rating. Don’t worry, there are no long surveys to answer! We value your feedback and strive to make content better for you. As always, you can email us with suggestions. Academy Live: Hornbill Reporting: Empower your insights – Part 2 Our most recent Academy Live sessions were the second in our series on reporting (more to follow in the future). Participants deep-dived into the SQL schema designer, learning things such as how and when to join tables to create customized reports for specific use cases. The session received a rating of 4.7 stars out of 5 . All survey respondents said that they now have a clear understanding of the concepts. 94% of participants said that they have more confidence in using the SQL schema designer to create reports. Participants commented, “Love how interactive the sessions are. The demo instance feels just like the real thing!”, and “I loved the labs and the ability to put into practice what I'd been told. I learn by hands on so this was great for me.” Missed out? Both sessions are available on-demand in the academy .: Academy Live: Hornbill Reporting: Empower your insights – Part 1 Academy Live: Hornbill Reporting: Empower your insights – Part 2 Looking ahead Boost your service desk efficiency with automation Our suite of automation tools sets Hornbill apart from our competitors and delivers significant savings to your organisation. If your day-to-day workloads are overwhelming, automation can reduce the strain and give you the breathing space you need to shift from a reactive to a proactive mode. And with Hornbill, it’s easier than you think. Over the next few months, we’ll publish a series of courses (on-demand and live) about using automation in Hornbill to improve processes, save time, and cut costs. In next month’s Academy Live session, we’re going back to basics with automation - so get onboard for the journey. Upcoming Academy Live sessions Our next sessions introduce Hornbill’s Workflow tool (previously known as the BPM). In Workflow essentials for automating your business processes, you’ll learn the basics of building and configuring workflows, how workflows combine with other aspects of Hornbill, and how to begin automating tasks and processes. So, if you’re a workflow novice, or if you’ve been too afraid to look under the hood and get started with workflows, then this is for you - register now. If you’re unable to attend any Academy Live sessions, please do unregister or drop us a message at the earliest opportunity so we can reallocate the seats. We’ll soon be adopting waiting list functionality to automatically manage this in the future. Happy learning! Hornbill Academy team
  3. We’ve got some exciting new learning content to share and a request for your involvement in building out a meaningful certification program for you and your teams. May wrap-up Getting started with Hornbill and AI Following on from our recent announcements around Hornbill’s new AI solution, known as HAi, take our new course Getting Started with Hornbill and AI to get you up to speed. Featuring an explanation of Hornbill's approach to AI, and information on how your data is managed, the course features walkthroughs and overviews of our initial tools that support Agent Efficiency. HAi is not available for customers outside of our Beta program, but you can access the course here for a preview of what’s coming! Academy Live: Hornbill Reporting: Empower your insights – Part 1 Our most recent Live session was all about getting started with reporting in Hornbill. Participants were given a tour of Hornbill’s suite of reporting tools. During the lab activities, they explored the power of Views as a basis of reports, and creating custom Service Manager reports using Entities. The second session on reporting will provide some interactive challenges for participants to utilize these skills, and will explore other methods of extracting meaningful metrics. The session received an average rating of 4.5 stars out of 5 . All survey respondents reporting that as a result of the training they have more confidence in how to generate reports using entities. In addition, 95% of participants reported that because of the training they now have a good conceptual understanding of how reports are constructed from the data within Entities. Participants stated, “The labs continue to be an excellent way for me to learn and understand what we're doing.”, “…even though I've already had experience in reporting on Hornbill, this session further cemented my knowledge in these areas”. We were quickly oversubscribed for these sessions, so apologies if you missed the opportunity to attend. You can catch up by viewing the recording and accessing the session resources in the academy . Looking ahead Upcoming Academy Live Sessions Next up is our second session on reporting. Both sessions are currently full so watch this space for the course in the academy. If you’re unable to attend any Academy Live sessions, please do unregister or drop us a message at the earliest opportunity so we can reallocate the seats. We’ll soon be adopting Waiting List functionality to automatically manage this in the future. Hornbill Administrator Certification We’re busy putting plans together to build our first Hornbill Administrator Certification. We’re looking for your input to help shape this into something meaningful and relevant for all customers, old and new. We’ll be running a small number of sessions over the coming months to gain input and feedback on this initiative. If you’d like to have your say and help steer this exciting project to the benefit of our community, then get in touch! (email us at academy@hornbill.com)
  4. Due to high demand, we're running additional sessions of our upcoming Academy Live 2-parter on reporting in Hornbill. If you weren't able to secure a place or if you've yet to register, then act quickly as our first round of sessions filled up in less than two days! Session times are: Reporting in Hornbill Part 1: 2nd May 2pm - 4PM. Register for Part 1 here. Reporting in Hornbill Part 2: 5th June 2PM - 4PM. Register for Part 2 here.
  5. We’ve got some updates and a 2-part Academy Live session to tell you about, so read on! March wrap-up Learn smarter with our Tips and Tricks The more observant of you may have noticed some recent activity on the Hornbill blog and our social channels. We've been producing some short videos that highlight some of the shortcuts and features that Hornbill and Service Manager offers. We’ve compiled these into a course on the academy, Hornbill Toolbox: Tips and Tricks, where we’ll continue to add videos designed to support your learning. Keep an eye out as the course grows and undoubtably spawns into more courses! Academy Live: Customizing your portal! March’s Live session was all about designing and configuring the Employee portal, and the key considerations around driving end-users to your portal for request containment and ticket deflection. During the lab activities, participants built a page using key widgets to create an example of a clear and well-structured layout. The session received an average rating of 4 stars out of 5 , with all survey respondents reporting that training provided them with useful guidance and considerations in how to deliver better experiences for users through Hornbill's tools and widgets. 90% of respondents reported that as a result of the training they have more confidence in how to customise and improve their Employee Portal for users. On participant reported that they most liked “The hands-on lab training, explanations of Service Domains and concepts, and finding out about how to add new widgets to the home portal”. Didn’t make it? You can catch up by viewing the recording and accessing the session resources on the academy . Looking ahead Upcoming Academy Live Sessions: Registrations are now open for our next two Academy Live sessions. We’ve prepared a 2-parter for you, on around reporting in Hornbill. If you’re not sure where to start with reporting in Hornbill, or if you’re struggling to get to grips with things like entities and filters, then Hornbill Reporting: Empower your insights – Part 1 is for you. As a follow-on from Part 1, Hornbill Reporting: Empower your insights - Part 2 delves deeper into more advanced topics, including working with tables and SQL queries, as well as providing an overview of our Advanced Analytics tools. So if you’ve got the basics covered and want to go to the next level, then this one is for you. These sessions are for all customers, so forward this on to a team member if you think it will be beneficial for them. Sessions get oversubscribed so register early to avoid disappointment! On-demand courses We’re about to publish a new course titled, Getting Started With Hornbill AI. This will be available first to customers in our HAi beta program, then everyone else through the academy shortly afterwards. Watch this space! As always, thank you for being a part of the Hornbill community. We look forward to continuing to share knowledge and skills with you through our Academy programs. Thanks, Hornbill Academy Team
  6. Hi all, There are only two spaces left on next Thursday's Academy Live session, so grab them before they disappear! Crafting Connections: Customize your Employee Portal for Enabling Better Self-Service Mar 28, 2024 @ 10:00 am - Mar 28, 2024 @ 12:00 pm (GMT) Registration link (requires an academy account)
  7. February wrap-up Academy Live: Forms unravelled! February’s Live session was all about form creation. During the lab activities, participants built an example of a usable new starter request form that highlighted the key features of Hornbill’s Intelligent Capture Designer. The session received an average rating of 4.3 stars out of 5 , with all participants reporting that the use of lab activities was helpful to learn new skills, and 92% of participants reporting that the content of the training session was relevant and tailored to their role. From one participant, " I learn best by doing rather than watching, so this kept me focused and I didn't get bored by just sitting listening and watching a presentation.” Didn’t make it? You can catch up by viewing the recording and accessing the session resources on the academy . Growing as a team In February the Hornbill learning team had our first face-to-face meet up, at our office in Tirana, Albania. We spent a few days together working on our internal documentation and processes, learning (and teaching each other!) about some of Hornbill’s apps, and exploring the local cuisine. Alongside all the benefits that working remotely brings, meeting in-person can help cultivate deeper connections, foster team camaraderie, and facilitate a unique level of productivity. Joel, Albina, and Jamie overlooking Tirana. Looking ahead March's Academy Live Session: Registrations are now open for March’s Academy Live session! Is your portal looking tired? Are your end-users confused about where to report issues? Are your users drowning in showing too much information or are you unsure about to how to scale up self-service offerings? If the answer is yes to any of these, then look no further. Join us for Crafting Connections: Customize your Employee Portal for Enabling Better Self-Service, where you'll discover how to breathe some new life back into your employee portal. These sessions are for all customers, so forward this on to a team member if you think it will be beneficial for them. Sessions get oversubscribed so register early to avoid disappointment! On-demand courses We’re publishing two new courses on the Academy this month: Service Manager – Overview. This is a follow-on from Service Management foundations, looking at how the principles of service management are applied in the Service Manager application. An essential component of our onboarding learning path, this ties together the conceptual with the interface and menus linking both admin and end-views and access. Unleash the power of automation with ITOM. Uncover the transformative capabilities of Hornbill's cutting-edge ITOM application and its seamless integration into your business operations. Embark on a journey through real-world case studies showcasing ITOM's prowess in slashing processing times and unlocking significant cost savings. Meet the Hornbill Learning Team! Our team has now grown to the small but perfectly formed size of 3. Our two latest additions, beyond Joel, are: Albina Bardhi - Learning Content Developer Based in Hornbill’s Albania office, Albina is passionate about developing engaging and accessible learning experiences having worked on a wide range of international e-learning projects. With a master’s degree in Cybersecurity, Albina finds joy in dancing and writing. Jamie Watt - Instructional Designer A former teacher, Jamie has been building training and learning experiences in the oil and tech industries for the last 13 years. Based in Aberdeen, Jamie is currently writing a novel titled, The Good Soul. Learning Team at the HUGs Along with Joel, both Jamie (in Manchester) and Albina (in London) will be attending the upcoming Hornbill User Group (HUG) events. If you’re attending, come and say hi! and let us know what you’d like to see more of from Hornbill’s learning initiatives. Our London HUG is now fully booked, but there’s still spaces available to register for Manchester on 27th March.
  8. (posting here for those not registered with the academy) January wrap-up Academy Live: Orchestration Unleashed! The inaugural session of our Academy Live series took place this week! Thanks to all who attended, and for your invaluable feedback. A big shout out to Hornbill’s Albina and Ricky for all their hard work in making it happen . The session, Orchestration 101, received an average rating of 4.5 stars out of 5 . 100% of participants reported that the content of the training session was relevant and tailored to their role, and that the use of lab activities was helpful to learn new skills. From one participant, "The labs were great, they are a very useful learning tool." If you missed the session, worry not! You can catch up by viewing the recording and accessing the session resources on the academy . New On-Demand Course: Service Management Fundamentals We're delighted to introduce our latest on-demand course available on the academy, Service Management foundations. The course provides a unique perspective, examining the 5 stages of service management through the lens of a fast-food restaurant's operations (yes, really!). Whether you're from IT, HR, or any other realm, this course introduces essential concepts including Continual Service Improvement (CSI), self-service, and Hornbill's Activities. It's a must for anyone getting started with Hornbill. Looking ahead February's Academy Live Session: Build Engaging Forms with the Intelligent Capture Designer We're thrilled to announce that registrations are now open for our upcoming Academy Live session in February. Are you grappling with managing your customer forms? Unsure if you should reuse one form or create multiple variations for similar use cases? Look no further. Join us for Build engaging forms with the Intelligent Capture Designer , where you'll discover how to create forms for different purposes and pick up some handy tips and tricks along the way. These sessions are for all customers, so forward this on to any members of your team who could benefit from attending. January’s session was oversubscribed so sign up early to secure your spot!
  9. Just to add, we only have 3 spaces left for our first Academy Live session (Orchestration 101), so if you're interested, don't hesitate to sign up!
  10. (apologies for x-posting, but sharing here for those not registered in the Academy to receive email comms). Hi all, We hope this email finds you well and thriving in the new year! We've got some exciting updates to share that we think you'll love. Academy Live. Get ready for a monthly treat! Introducing "Academy Live" - our series of live sessions where you can join us and Hornbill experts for some hands-on learning. Our first session in January is all about Orchestration. Spaces are limited, so sign-up to secure yours now. Can't make it? No worries! We'll share edited recordings afterward. On-Demand Courses: New Short Courses Available! Our course catalog is expanding! Check out our latest short courses on Setting up Single Sign-On (SSO)setup and Collaboration in Hornbill. Coming soon are introductory courses on Service Management in Hornbill and the Service Manager application, as well as many more throughout the year. Keep your eyes peeled in the Course catalog for these valuable additions. Certification Plans: Validate Your Hornbill Expertise! Exciting news on the horizon! Later this year, we're gearing up to launch our first certification for Hornbill administrators. Be on the lookout for materials to help you prepare, targeted for a Q3/Q4 release. This certification is just the beginning of a wider program to showcase your Hornbill skills. We’re thrilled about these developments and can't wait to have you join us for the learning journey ahead. If you have any questions or need further information, feel free to email us at academy@hornbill.com. Happy learning!
  11. Hi @Alisha! Really like the idea of the 'Notify me' button - I'll have a think about something like that. For now, we're not going to send an email for every content publish, but rather do a regular comms from the academy to all registered learners (and some less regular blogs for those not yet registered). Watch out for the first one after the xmas break announcing some new things! Best wishes, Joel
  12. Hi @Ann-MarieHolloway, We've actually just started to do an audit of all these older videos, the Feature Friday ones in particular like this one, with a view to identifying what content still has value but might need to be updated. So yes, watch this space. Content on Workflows is on our radar!
  13. Thanks for flagging this, @Dan Munns - we'll get this addressed.
  14. Hi @Ann-MarieHolloway! Thanks for the feedback. That's a great suggestion regarding manager visibility, and is something that we factored in when we implemented the academy. Whilst it's not in our immediate plans to offer this, it is something we hope to explore in the future. Joel
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