Introduction to ServiceDesk Plus

• ServiceDesk Plus Overview
• Benefits of a Service Desk Plus
• Import requestors
• Define Support Staff Roles
• Creating Technicians

Incident Management

• Request Tracking
• Automate with Business Rules
• Request Escalation using SLA
• Queues
• Configure Notifications
• Time-Tracking

Change Management

• Initiate Change Request
• Change Plans and CAB (Change Advisory Board)
• Approval from CAB Members
• Co-ordinate Change Implementation
• Post Implementation Review
• Change History

Typical Helpdesk Workflows 

• User calling in
• Self-Service Portal
• Email

Self Service Portal

• Creating a New Request
• Checking Status of previous Requests
• Searching Solutions
• Updating Contact Details
• Announcements

Purchase Management & Contract Management

• Purchase cycle overview
• Create POs
• Submit for Approval
• Accept / Reject PO
• Approved POs to vendors.
• Receive or Partially receive Items
• Contracts Management
• Track & Manage Contracts from multiple vendors

Reports

• Report Dashboards, Graphs, and Technician queues
• Technician and Time based Reports
• Category based Reports
• SLA violation Reports
• Pending, Completed, and Overdue Request Reports

Appendix

• Mistakes that can be averted
• Tips to Troubleshoot
• Useful Links

Implementing ServiceDesk Plus in your Organization

• Organizational details
• Define Locations, Department, Operational Hours, and Holidays
• Channels of Support
• Email / Intranet website / Phone
• Problem Types – Categories
• Levels – Tier 1, Tier 2 etc.
• Any other Additional info
• Customizing the Request form
• Creating the Product Catalog
• Creating a Vendor Database

Problem Management

• Problem Detection & Classification
• Problem Priority
• Problem Analysis
• Solutions, Work Around, and Known error record
• Problem Closure

CMDB

• Discover Assets
• Detailed Asset Inventory
• Software Library
• Asset Relationships

Knowledge Management

• Solutions Database
• Public and Private solutions

Hardware and Software Inventory

• Windows Domain Scan
• Network Scan
• Schedule Periodic Audits
• Software License Compliance
• Manage hardware inventory

Survey

Define Survey and satisfaction levels

Periodic Backups

• Configure and schedule Backups