helpLine Training

Practical trainings for your competencies in Enterprise Service Management

The more confident you feel when handling your service management system the more the system’s utility for your company will grow. That is why you should count on helpLine trainings to strengthen your competencies. Serviceware trainings offer an introduction into our system in an especially practical environment since the people coaching the trainings are also consultants for our customer projects.

Appealing training center locations in Berlin and Palma de Mallorca:
All of our trainings are offered regularly at the Serviceware training center in Berlin (Friedrichstraße). Furthermore, we offer training appointments for our international clients in English and German at our training center in Palma de Mallorca. By agreement, trainings can also be conducted on-site at your company.

Make use of helpLine trainings

The training for everyone who sets up and supervises the service management system

The key focus of this training lies in conveying the administrative basics of handling the system. This includes the deployment of the administrator and of ClassicDesk. At the end of this training, each participant will be able to autonomously plan organizational and filter structures.

Contents of this training:

  • Introduction to the system
  • Explanation on the system’s architecture and the interplay between server and clients using various interfaces
  • Principles of designing an organizational or filter structure
  • Setting up agents, roles, and filters
  • Configuration of attributes within the object model

The training for everyone who wants to create and configure objects and dialogs in the service management system

At the end of this training, participants will be able to create new object definitions as well as adjust already existing definitions and their dialogs in the helpLine system. Furthermore, participants can configure helpLine object hierarchies, thereby adjusting the system according to individual core data and realistically mapping support processes.

Contents of this training:
  • Introduction to the helpLine object and database model
  • Creation of new helpLine object definitions as well as extension of already existing definitions
  • Configuration of helpLine object relations
  • Setup and extension of helpLine object dialogs
  • Implementation of advanced dialog functions via Visual Basic script

The training for everyone who wants to setup and adjust service management processes

At the end of this training, you will be able to create your own helpLine system workflows. Theoretical and practical expertise will be combined by using a continuous workflow example thereby displaying the usage of workflow components as well as conceptual backgrounds in a simple manner. Furthermore, activities all the way to the parameter level will be explicated allowing you to optimally map all required processes.

Contents of this training:

  • Overview over helpLine workflow components
  • Management of workflow definitions with helpLine Designer
  • Creation and configuration of workflows with helpLine Designer
  • Introduction to and detailed description of included activities
  • Activity Designer – basic configuration of and first look into creating your own activities, code libraries, as well as text templates for emails

The training for everyone who wants to flexibly evaluate service management data

At the end of this training, you will be able to create your own reports and evaluations in helpLine as well as implement them into the helpLine system. The relations between data points within the helpline database will be explained and visualized in a practical manner. You will learn how to handle necessary tools like Microsoft Reporting Services as well as helpLine’s integrated functions like BI Center and OData Feed via tailor-made exercises.

Contents of this training
  • Overview over the helpLine data model
  • Using SQL to create custom views
  • Using Microsoft Reporting Services
  • Using Crystal reports
  • Configuring the helpLine BI Center
  • Configuring helpLine OData Feed
  • Configuring attributes within the object model

Testimonials from Serviceware training participants

“I can meet colleagues from other countries and different branches and everyone brings their own suggestions. During breaks I can learn about solutions from other companies which is very valuable to me.”

Detlev Viefhues, Head of IT Service Management, District administration Soest

“The coaches are really good and they know what they’re talking about. But I am also a fan of the third halftime, that is the time after training when you can discuss topics with the other participants. It’s useful to learn what solutions other companies have implemented.”

Christian Liedtke, Representative head of IT, Medienhaus Lensing

How to find us

Serviceware – Training centers

Serviceware Training Center 

Friedrichstraße 95

10117 Berlin


Tel: +49 (0) 6434 94 50-0

Serviceware Training center Mallorca

Gremi de Sabaters, 21
2nd Floor – Office A21
07009 Palma de Mallorca

Illes Balears


Our international training center is located 15 minutes away from Palma’s airport which can easily be reached from 23 countries and 150 cities, e.g. Amsterdam, Paris, London, Oslo, Copenhagen, Warsaw, Brussels, Berlin, Hamburg, Munich, Vienna and Zurich.

Do you have any questions?

You have any further questions about the training program or you want to make an individual appointment? Do not hesitate to contact us!

You can find our contact form here!

*Reservation conditions:

If the minimum amount of participants is not reached, helpLine GmbH reserves the right to reschedule or cancel affected classes. In case of cancellation or rescheduling of a class, participants are not entitled to a refund of already accrued costs.


You can cancel registrations at no cost by handing in a written cancelation at least 21 prior to the start of the training. In case of cancelation later than that, we will charge 50% of the price of the training. In case of nonattendance without cancelation or in case of cancelation on the day the training starts, we will have to charge the full training costs. We reserve the right to cancel or reschedule appointments for organizational reasons (e.g. due to poor attendance). In case of cancellation on our part we will provide you with an alternate date as soon as possible.

Prominent words: able to create, already existing definitions, contents of this training, de mallorca, end of this training, helpline, helpline object, helpline system, management system, microsoft reporting services, palma de, palma de mallorca, service management, service management system, serviceware training, serviceware training center, sign-up berlin, system, training, and training center.
Translation Priorities: Optional and Optional.