🎓Academy updates: What is an entity? Get to grips with SLAs, Service Portfolio on-demand

[Joel]

Well, aren’t we all glad January’s over! In this newsletter, we’re looking ahead to some longer days as we share a content highlight, our upcoming live training sessions for February, and tell you how to access January’s Academy Live course.

Content Highlight – What is an entity?

 

This month, we’re spotlighting a video-explainer that answers the question that we’ve all asked at least once in our time using Hornbill, What is an entity?

The Service Portfolio in action

 

Learning about the Service Portfolio was our most requested topic in 2024. With that in mind, we kicked off 2025 with a primer session on what the Service Portfolio is, how it touches many areas of Hornbill and Service Manager, and its key configuration properties.  We’ve converted the training into a course, Hornbill's Service Portfolio in Action - Design, Build, Optimize that you can follow along with and included guided video-walkthroughs of the activities that participants undertook.

 

Upcoming Academy Live sessions

This month, we’re continuing our exploration of the Service Portfolio, diving deeper into a specific topic that opens a world of configuration options, Service Level Agreements (SLAs). As usual, there’s a morning and afternoon session to sign-up for.

 

By the end of this session, you’ll be able to: 

 

Understand the role of SLAs in Service Manager and how they support service delivery.

Configure SLAs, including working time calendars, response, and resolution targets. 

Automate SLA application and escalations within workflows. 

Track and report on SLA performance to drive service improvements. 

 

Register now!

• SLAs unlocked: Configure, track, deliver - Wednesday 26th February:
  • 10:00 - 12:30. Register here
  • 14:00 - 16:30. Register here

 

Accessible content for all

 

When we started our Academy Live series last year, our primary focus was on bringing hand-on experience to you, our Hornbill admins, in a safe and fun environment. We recorded the sessions and made them available in the academy for others to consume afterwards, appreciating that the experience wouldn’t be quite the same as participating on the day.

 

We’ve since been paying attention to the value that these sessions can offer for those accessing the on-demand versions, and we’ve been improving these as we go to provide more accessible bite-sized learning, in keeping with our standard course catalog.

 

Not only that, but we’re now going through older Academy Live courses hosted on the academy and making improvements to them to make them more engaging and useful standalone resources. There’s still more to do here as we rework them all to a high standard, but do go back and explore the 10 courses from past sessions as there’s topics in there that are bound to be relevant to you: