Device Management, made easy
Manage control and secure your workstations, mobile
devices and tablets
 
 
Help Desk for Everyone
IT Help Desk Software and Customer Support Software
 
 
Protect Your IT. Save Your Business
Build a secure fortress with our security management solutions
 
 
MSP
Manage services faster, with multi-tenanted, ITIL-ready, and unified RMM solutions
 
 
On-Demand Solutions
IT Help Desk, Active Directory, and Operations Management from the Cloud
 
  • Training Home
  • Course Agenda
  • Course Objectives
  • Who Should Attend

ServiceDesk Plus Training

About ServiceDesk Plus

ServiceDesk Plus Training helps IT Managers, Administrators, and staff to get a head start in understanding and implementing an effective IT Help Desk Solution.

The duration of the course is two days, with a seven-hour session each day and can be extended subject to consultation and implementation needs if any.

Course Agenda

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

Course Objectives

At the end of the course, you will be able to

  • Set up Incident and Problem management
  • Define Change Management
  • Discover and manage assets
  • Enable a self-service and knowledge management portal
  • Manage Software and Hardware inventory
  • Handle Purchase and Contract management

Who Should Attend

  • IT Help Desk Managers looking forward to optimize and streamline IT Support Operations
  • IT Help Desk Administrators responsible for managing service levels by efficiently managing requests and IT Support Staff
  • IT Support Staff

Signup for the Classroom Training, or Register for a training at your location now!