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 Agenda

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.

Course Agenda

Introduction to ServiceDesk Plus

  • ServiceDesk Plus Overview
  • Benefits of a Service Desk Plus
  • Import requestors from Active Directory /LDAP and Configuring Pass- through authentication.
  • Changing a user in to a Technician and defining roles for them

Service Catalog

  • How to Define a service and service request template
  • Defining Workflow
  • Adding Resources
  • Additional Fields for individual Services.
  • User Groups

Incident Management

  • Request Tracking
  • Automate with Business Rules
  • Request Escalation using SLA
  • Queues
  • Configure Notifications
  • Time-Tracking
  • Preventive Maintenance
  • HelpDesk Cutomizer
  • Explaining features related to a Technician in handling a request

Typical Helpdesk Workflows

  • User calling in
  • Self-Service Portal
  • Email

Problem Management

  • Problem Detection & Classification
  • Associating an Incident to a problem request
  • Problem Analysis
  • Solutions, Work Around, and Known error record
  • Problem Closure

Change Management

  • Defining Change Status, workflow and templates
  • Initiate Change Request
  • Change Plans and CAB (Change Advisory Board)
  • Approval from CAB members
  • Implementing a change as a project
  • Post Implementation review

Self Service Portal

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

Knowledge Management

  • Solutions Database
  • Public and Private solutions
  • Solution Approver

Project Management

  • Configure project roles for users and/or technicians
  • How to create projects
  • Associate multiple milestones to project
  • Associate multiple tasks to a milestone
  • Gant View
  • Project Overview map

Hardware and Software Inventory

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

CMDB

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

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

  • How to customize a report
  • Query based reporting
  • Scheduling a report
  • Default reports

Survey

Define Survey and satisfaction levels

General Settings

  • Configure and schedule Backups
  • Data Archiving
  • Themes
  • Self Service portal settings

Appendix

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

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!