08:00 AM - 09:00 AM
Registration and welcome coffee.
09:00 AM - 09:15 AM
09:15 AM - 10:45 AM
How to transform your IT help desk into a powerhouse of efficiency.
Is your help desk only about closing tickets? Dive deep into incident management and service catalog functions to go beyond firefighting and deal with tickets in the most efficient way.
- Explore ticket assignment automation, business rules, SLAs, field and form rules, task dependencies, and user surveys.
- Learn to set up and optimize a service catalog from scratch to deliver world-class IT support.
- Get tips and tricks on lesser-known ServiceDesk Plus features to take your ticketing up a notch.
10:45 AM - 11:00 AM
11:00 AM - 12:00 PM
Building an enterprise-grade ITAM system.
Learn all the nuances of IT asset management in ServiceDesk Plus, including:
- Asset discovery techniques.
- Scanning methods.
- Asset tracking and maintenance.
- Software asset management.
- Optimizing licenses for compliance.
- Building a comprehensive CMDB.
- Managing purchases with the newly-released, enhanced purchase module.
12:00 PM - 01:00 PM
Making sense of IT change management: Models, tips, and techniques.
- Go beyond theory and see what it takes to deliver IT changes while minimizing risk.
- Learn the six-step best practice change workflow in ServiceDesk Plus.
- Understand change roles, configure stages and statuses, set up templates and workflows, and implement IT changes with tasks and projects.
- Familiarize yourself with field and form rules, a new functionality to transform the way you handle IT changes!
02:00 PM - 03:30 PM
Extensions, API, integrations, and more.
- If you have a penchant for getting IT done your way, this session is a must.
- Step into a universe of possibilities and see how you can write your own code to get things done.
- Learn all about custom menus and scripts, APIs, integrations with the ManageEngine suite of products and third party apps, and more!
03:30 PM - 03:45 PM
03:45 PM - 04:45 PM
Roadmap: Getting the most out of ServiceDesk Plus. Learn some ServiceDesk Plus tips and tricks.
- Discover deployment and maintenance best practices to help you keep ServiceDesk Plus hassle-free.
- Take a sneak peek at what’s cooking in the development pot and what to expect going forward.
04:45 PM - 05: 15 PM
How analytics adds value to your service desk: Get better insights, make better decisions.
- Identify common service desk issues using analytics, and take stock of them quickly.
- Understand the importance of visual analysis in making informed decisions.
- Learn how pattern recognition will help identify and solve hidden problems.
05:15 PM - 05:30 PM
Q & A session.