Beacon manual.

BEA-01 Service Desk & Ticket Operations The ticket model, intake channels, SLA policy and the agent workflow. BEA-02 Automation & Change Governance Journey automation, change approval, CAB and freeze windows, and major incident response.

BEA-03 Visibility, CMDB & Experience Configuration items, the device bridge, problems and knowledge, and experience reporting.

BEA-04 Tenant Setup & Onboarding First-run setup for a new tenant: what Beacon creates for you, what it leaves empty, and the steps to a working desk. BEA-05 Administration Console Reports, dashboards, workload views, the XLA scorecard and the settings administrators use to run the desk. BEA-06 Service Desk Workbench Queues, the ticket workbench, SLA clocks, classification, merging and the escalation handoff. BEA-07 Requester Portal The help center: search, catalog requests, issue reports, ticket status, approvals, chat and Teams intake. BEA-08 Journey Template Gallery The template gallery: which journeys ship on, how to enable and tune the rest, approvals, and run history. BEA-09 Journey Studio & Runs Authoring custom journeys, dry runs, manual runs, editing journeys with runs in flight, and run history on the ticket. BEA-10 Change Management Running a change: authoring, the governance gate, CAB approval, freeze windows, collision checks, implementation and review. BEA-11 Major Incident Operations Declaring a major incident, assigning roles, sending scheduled updates, standing down and the required post-incident review. BEA-12 Problems & Knowledge Turning recurring incidents into problems, recording known errors, and writing articles that deflect tickets. BEA-13 Knowledge Capture Loop Capturing articles at resolution, deflecting at intake, finding resolutions with no article, and reviewing aged content. BEA-14 Migrating from Another ITSM Moving tickets, knowledge, configuration items and users from ServiceNow or Freshservice into Beacon with the import console.