Welcome!
This page is a repository for training information developed and curated by UCR ITS.
Getting Started
New to UCR? Not sure what ITS does? The resources below will help you to understand the services ITS provides and how to get help with any issues you might experience.
Introduction to ITS Video
This short video provides information on what ITS is, the service ITS provides to campus, the resources we provide to help you, how to contact us and how you can learn more.
Introduction to ITS Job Aid
This downloadable / printable resource provides an overview of the ITS services and how to access our self-help and support tools.
|
ITS Services Overview |
|
ITS Project Creation and the Governance Process |
ITS Staff Resources
This downloadable / printable resource provides details on several resources that are useful to staff at UCR. The document includes details on how to submit support tickets, accessing and using the ITS Knowledge Base, accessing and setting up security tools such as VPN and MFA, how to monitor system maintenance and outages.
ITS Student Resources
This downloadable / printable resource provides details on several resources that are useful to students at UCR. The document includes details on how to submit support tickets, accessing and using the ITS Knowledge Base, accessing and setting up security tools such as VPN and MFA, how to monitor system maintenance and outages.
Student Services
ITS is committed to providing the technology UCR students need to succeed. The resources below provide information about ITS services that are offered to students.
|
Student Technology Overview |
|
Student Access to Software |
|
Using the UCR Self-Service Laptop Checkout Kiosks |
Tips & Tricks
|
Accessing ITS Self-help and Training Tools |
Best Practices for Video Creation
Creating a video for the first time? This guide will help you to understand the planning and recording process for creating videos.
Your Guide to Working From Home
First time working from home? This guide will get you up and running in no time.
Your Guide to Google Drive (R'Docs)
This guide provides basic information and access to resources that will help you get up and running on Google Drive (R'Docs).
The ServiceLink Portal provides access to ITS help resources. You can request services & software, submit a support ticket and access our Knowledge Base.
You can access the ServiceLink Portal by visiting ithelp.ucr.edu.
|
Submitting Support Tickets |
Submitting and Tracking Tickets in ServiceLink
This job aid provides an overview of the ServiceLink Homepage and how to submit and track support tickets.
|
Reporting an IT Problem to ITS |
Knowledge Base Articles
Knowledge Articles: Find Your Answers Faster
Using the ServiceLink Portal
Introduction Microsoft Office 365 Video
New to MS Office 365? Watch our short introductory video to understand how to access Office 365 and the applications available to you.
Please see the Knowledge Base articles below to get detailed information on the available applications and how to install Office 365 depending on your standing at the University.
UCR Microsoft Teams Guide
This interactive guide provides an overview of Microsoft Teams functionality including using chat and teams, creating teams and managing meetings using teams.
UCR OneDrive Guide
This interactive guide provides an overview of OneDrive functionality including creating and sharing folders, uploading to OneDrive and how to synch OneDrive files with your computer or device.
UCR SharePoint Guide
This interactive guide provides an overview of SharePoint, including using SharePoint pages, SharePoint Document Libraries, and editing and creating SharePoint pages.
Reference Materials
Microsoft Teams Introduction
When should I use OneDrive vs. SharePoint?
Security Guidelines for Storing and Sharing Cloud Data
Knowledge Base Articles
Office 365 - Student Advantage and Download Directions
Office 365 - Download and Install Office
Additional Resources
Additional Teams Information from Microsoft
Additional OneDrive Information from Microsoft
Additional SharePoint Information from Microsoft
General Systems Training
Introduction to Power BI
This course provides an overview of the Power BI Service and Desktop. It introduces you to the various elements of Power BI, as well as how to connect and work with data. The course will also provide you with the basics of building and publishing reports.
Introduction to Drupal
This course provides a basic overview on how to use Drupal to edit existing web pages as well as creating new pages / content.
UCR DocuSign Guide
This interactive guide provides an overview of DocuSign functionality including the signing and sending of documents, setting up documents for completion and signature and completing and signing received documents.
Introduction to Multi-Factor Authentication
This video provides an overview of Multi-Factor authentication at UCR.
Knowledge Base Articles
Activate and Log In to a DocuSign Account
When to Send Documents in DocuSign
Multi-Factor Authentication (MFA) - FAQ
Multi-Factor Authentication (MFA) - SMS Only Phone Instructions
Multi-Factor Authentication (MFA) - Emailed or Downloaded Passcodes Instructions
MyAccount - General Information
Additional Resources
Power BI Learning from Microsoft
DocuSign Support
websites.ucr.edu - Provides a wealth of Drupal information including information on workshops, a how to guide and requesting and launching sites.
-
ITS Internal Training
UCR ITS Resources
This section of the page houses internal ITS training content and is only applicable to ITS employees.
Note: To access any of the KB content listed below, an active ServiceLink Portal login session is required. To login to ServiceLink, click the Login link at the top right of the screen.
General ITS MaterialsInteractive Tutorials
Creating ServiceNow Support Tickets
This tutorial provides and overview of how to create ServiceNow Incidents and Requests on the behalf of the customer.Working ServiceNow Incidents
This module demonstrates how to work on and resolve Incidents in ServiceNow.Creating Operational Plans in ServiceNow
This module provides an overview of ServiceNow Operational Plans, how to create them and how to update them.Creating and Working with Change Requests in ServiceNow
This module provides an overview of how to create, update and close Change Requests in ServiceNow.Creating Standard Change Requests in ServiceNow
This module demonstrates how to create Standard Change Request templates and use them to create Standard Changes in ServiceNow.
Classroom Materials
Introduction to ServiceNow Proposal Management
This course guides the user through the Inquiry intake process, how Proposals are created and how to manage Proposals.
Introduction to ServiceNow Project Management
This course is a follow-up to the Intro to Proposal Management module. It builds on what was learned in the first module and guides the users through the project management process in ServiceNow.
Reference Materials
Using ServiceNow Reports, Pages and Dashboards
This document is intended to get new users up and running on creating Reports, Pages and Dashboards in ServiceNow.
ServiceNow Project Tasks
This document provides an overview of ServiceNow Projects and how to work with assigned Project Tasks.
ServiceNow Sub Project Workflow
This documents establishes a workflow for the creation of sub projects to minimize duplication of projects in ServiceNow.Linking an Incident to a Change Request in ServiceNow
This video demonstrates how to link and Incident to a Change Request in ServiceNow
Knowledge Base Articles
Knowledge Base - How to Guides - Contains training and documentation that guides the user through the basics of the KB to creating, editing and publishing KBs.
Campus Support Materials
The materials below were developed specifically for Campus Support Staff, but many will be useful to the general ITS audience.
Introductory Information
UCR ITS Divisions
This video introduces new ITS staff to the departments that make up ITS and the function of each.Who is Your Audience?
This video provides an introduction to the ITS customer types (faculty, students and staff).Campus Support Staff Conduct Guidelines
This video provides guidance for new ITS Campus Support Staff on appropriate attire, customer service standards, and maintaining the confidentiality of customer data.Call Taking and Written Communication Skills
Call Taking Skills
This module provides an introduction to the skills needed to handle help desk calls and effectively troubleshoot the caller's issues.Call Taking Skills Top 10
List of the top 10 communication skills introduced in the call taking skills moduleCall Scripts
This document provides scripts on how to answer the phone and how to greet people when making outbound calls.Five9 Reason Codes
This reference states the available reason codes in Five9 and when they should be used.Written Communication Skills
This module provides an overview of the written communications skills needed to communicate effectively via email and ServiceNow tickets.Written Communication Skills Top 10
List of the top 10 communication skills introduced in the call taking skills moduleServiceNow
Creating ServiceNow Support Tickets
This interactive tutorial provides and overview of how to create ServiceNow Incidents and Requests on the behalf of the customer.Working ServiceNow Incidents
This interactive module demonstrates how to work on and resolve Incidents in ServiceNow.Navigating ServiceNow
This quick reference guide provides information on the ServiceNow basics such as searching, using and customizing list views, creating and accessing favorites and accessing and using dashboards.ServiceNow Incidents
This quick reference guide provides an Incident fields reference, how to add Work notes, Additional comments and using Watch lists, categorizing Incidents, Accessing Templates, Incident Follow-up Email Templates and closing Incidents.Documenting information appropriately in ServiceNow
This quick reference guide provides note taking tips and how to correctly address callers.Escalations
This reference guide outlines the procedures for the escalation of both phone calls and tickets.Slack
Introduction to Slack
The reference guide provides and introduction to Slack including accessing Slack and navigation and basic functionality.Accessing and Using Slack Bots
The reference guide provides and introduction to Slack including accessing Slack and navigation and basic functionality.General
Laptop Kiosks Lite Admin
Provides an overview of the Lite Admin features of the laptop kiosks.
TemplatesThe templates below can be used by ITS staff for the creation of documents and presentations.
Job Aid / Document Template (Word)
Presentation / Meeting Templates (PowerPoint)
Training Session Templates (PowerPoint)
Featured Training
Security Tips for Keeping Your Data Safe
This video provides information on some simple steps you can take to make sure your data is secure.
For information on identifying phishing emails, check out our Tips for Spotting Phishing Emails job aid.
Accessing ITS Self-help & Training Tools
This video provides an overview of ITS help resources including, getting information about technical problems, using the ITS Knowledge Base, accessing ITS support and utilizing training resources.
The ServiceLink Portal provides access to ITS help resources. You can access the ServiceLink Portal by visiting ithelp.ucr.edu.
This video provides an overview of submitting a support ticket from the ServiceLink Portal (ithelp.ucr.edu).
Submitting and Tracking Tickets in ServiceLink
This job aid provides an overview of the ServiceLink Homepage and how to submit and track support tickets.
UCR DocuSign Guide
This interactive guide provides an overview of DocuSign functionality including the signing and sending of documents, setting up documents for completion and signature and completing and signing received documents.
Need More Information?
Search the ITS Knowledge Base to find solutions to your problems.
Find additional training content using LinkedIn Learning.
Need IT Support?
The BearHelp team is happy to assist!
Submit a Support Ticket
or call 951-827-4848 (IT4U)
