Is the training Qualiopi certified?

Yes, Learni is a Qualiopi-certified training organization. This certification guarantees the quality of our courses and enables funding through OPCO and other mechanisms.

How can I fund my training?

Our courses are eligible for OPCO funding. Learni supports you through the funding process. A personalized quote is available upon request.

What are the prerequisites for this training?

The prerequisites for the Formation Freshservice - Optimiser l'ITSM en entreprise training are: Maîtrise des bases Freshservice, connaissances ITIL, administration système et gestion de tickets. A preliminary interview validates your eligibility.

Is the training available in person?

Yes, the Formation Freshservice - Optimiser l'ITSM en entreprise training is available in distanciel. The format can be adapted to your needs (inter, intra, custom).

Formation Freshservice - Optimiser l'ITSM en ent... | Learni

The story of Learni

Founded by passionate advocates of learning and innovation, Learni set out to make professional training accessible to everyone, everywhere in the world. Our team works in the largest cities such as Paris, Lyon, Marseille, and internationally, to support talents and organizations in their skills development.

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Methods, approaches, and teaching resources

The Formation Freshservice - Optimiser l'ITSM en entreprise training is delivered in-person or remotely (blended-learning, e-learning, virtual classroom, remote in-person). At Learni, a Qualiopi-certified training organization, each program is designed to maximize skills acquisition, regardless of the training mode chosen.

The trainer alternates between demonstrative, interrogative, and active methods (through practical exercises and/or real-world scenarios). This pedagogical approach ensures concrete and directly applicable learning in the workplace.

Teaching resources provided

To ensure the quality of the Formation Freshservice - Optimiser l'ITSM en entreprise training, Learni provides the following teaching resources:

Mac or PC computers, high-speed fiber internet, whiteboard or flipchart, video projector or interactive touchscreen (for remote sessions)
Training environments installed on workstations or accessible online
Course materials, practical exercises, and supplementary resources
Post-training access to materials and teaching resources

For in-house training at a location external to Learni, the client ensures and commits to having all necessary teaching materials (IT equipment, internet connection...) for the proper conduct of the training action in accordance with the prerequisites indicated in the communicated training program.

* contact us for remote feasibility** ratio varies depending on the training followed

Assessment methods

The assessment of skills acquired during the Formation Freshservice - Optimiser l'ITSM en entreprise training is carried out through:

During training: case studies, practical exercises, and professional scenarios
At the end of training: self-assessment questionnaire and skills evaluation by the trainer
After training: training completion certificate detailing acquired skills

Training accessibility

Learni is committed to the accessibility of its professional training programs. All our training programs are accessible to people with disabilities. Our teams are available to adapt teaching methods to your specific needs. Do not hesitate to contact us for any accommodation request.

Training objectives

Maîtriser les configurations avancées de Freshservice pour des processus ITSM professionnels

Développer des workflows automatisés certifiants en entreprise

Implémenter des intégrations API pour optimiser les compétences ITSM

Concevoir des dashboards analytiques pour une gestion proactive

Déployer des solutions Freshservice scalables en production

Optimiser la CMDB et les assets pour réduire les incidents

Former des équipes à des pratiques ITSM certifiantes et efficaces

Training program

Module 1Configuration avancée Freshservice : personnalisation modules et CMDB (requêtes, assets, hiérarchies)

Plongez dans la personnalisation approfondie des requêtes et solutions, configurez une CMDB robuste avec liens relationnels entre assets et CIs, réalisez des exercices pratiques sur des scénarios d'entreprise réels comme la modélisation d'infrastructures hybrides, testez les workflows conditionnels pour une gestion proactive des incidents, produisez un schéma CMDB fonctionnel prêt à déployer avec validation par le formateur.

Module 2Automatisation Freshservice : blueprints et règles avancées (scripts, triggers, SLA)

Créez des blueprints complexes pour accélérer la résolution des tickets, implémentez des règles d'automatisation avec scripts JavaScript personnalisés et triggers intelligents, appliquez des SLA dynamiques sur des cas concrets d'escalades prioritaires, simulez des flux automatisés dans un environnement sandbox dédié, générez des rapports d'efficacité pour mesurer l'impact business immédiat de vos automatisations.

Module 3Intégrations et analytics Freshservice : API, dashboards, reporting (Zapier, PowerBI)

Intégrez Freshservice via API REST à des outils tiers comme Zapier ou Microsoft Power Automate pour des flux cross-plateformes fluides, concevez des dashboards personnalisés avec métriques avancées sur MTTR et satisfaction client, analysez des données réelles pour prédire les incidents, déployez un projet fil rouge intégrant toutes les compétences acquises, exportez des rapports exécutifs prêts pour les directions.