09.00 AM - 09.15 AM
Welcome & Introduction
09.15 AM - 10.45 AM
Incident Management & Best Practices
In this session, you will learn about:
- Optimizing incident management
- Designing & scoping request catalog
- Tasks & work logs
- Request management with business rules & SLAs
10.45 AM - 11.00 AM
Coffee Break
11.00 AM - 12.00 AM
Self-Service Portal & Knowledge Base
In this session, we'll cover:
- Self-service portal customization
- Knowledge base
- Raising and tracking an incident
- Raising a service request
- Profile update
12.00 PM - 01.00 PM
Change Management & Best Practices
This session will cover:
- Customizing change workflow
- Roles & responsibilities
- Six-step approach to implement change
01:00 PM - 02:00 PM
Lunch
02.00 PM - 03.30 PM
Asset Management & Best Practices
This session offers insight on:
- Scanning methodology
- Distributed asset scan
- Credential library
- Remote control tools
- Software license management
03.30 PM - 03.45 PM
Coffee Break
03.45 PM - 05.00 PM
Tips & Tricks
This session will focus on:
- Fields & forms
- Requesting a custom menu
- Custom triggers
- HTML invocation
- API
- Task dependency
05.00 PM - 05.15 PM
Wrap Up
