ServiceDesk Plus On-Demand training helps IT managers, administrators, and staff to get a head start in understanding and implementing an effective IT help desk solution.
Day 1
Day 2
Introduction to ServiceDesk Plus On-Demand
- ServiceDesk Plus On-Demand overview
- Benefits of using Service Desk Plus On-Demand
Setting up ServiceDesk Plus On-Demand
- Setting up your mail server and spam filter
- Providing organization details
- Importing and exporting data
- Changing a user in to a technician and defining roles for them
Dashboard and Home Tab
- Dashboard options
- My summary tab
- Scheduler
- Announcements
- Shortcuts, account settings and help options
- List view and details view of incident, problem and change module
Typical Help Desk Workflows
- User calling in
- Self-Service Portal Email
Incident Management
- Request tracking and incident templates
- Conversing with the end user from within the ticket and reply templates
- Tasks and task templates
- Resolution templates
- Adding KB articles as resolution and publishing resolutions into KB
- Publishing resolution
- Bulk editing of requests
- Linking, merging and duplicating requests
- Incident history and adding worklogs
- Help desk customizing
Problem Management
- Problem detection & classification
- Associating an incident to a problem request
- Problem root cause analysis
- Solutions, work around, and known error record
- Problem closure
- Problem history and adding worklogs
Change Management
Automation
Self Service Portal
- Creating a new request
- Checking status of previous request
- Searching solutions
- Updating contact details
- Announcements
Service Catalog
- Defining service request template
- Defining approval workflows
- Adding resources
- Additional fields for individual services
- User groups
Knowledge Management
- Solutions Database
- Public and Private solutions
- Solution Approver
Hardware and Software Inventory
- Downloading and executing a probe
- Windows domain scan
- Network scan
- Manage hardware inventory
- Asset relationships
- Software license compliance
- Managing non-IT assets
- Remote control tools
Purchase Management & Contract Management
- Creating POs
- PO approval system
- Contracts management
- Contract expiration notifications
- Associating purchase, contract and asset management
Survey
Reports
General Settings
- Archiving data
- Configuring themes
- Self service portal settings
- Chat option settings
- Creating custom applications
- Manage subscriptions
- AD integration
Appendix
Drop a mail to
sdp-ondemand-support@manageengine.com and schedule your personalized demo
