8am - 9am
Registration and welcome coffeeslidedownslideup
9am - 9:15am
9:15am - 11am
How to transform your IT help desk into a powerhouse of efficiencyslidedownslideup
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 how 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.
11am - 11:15am
11:15am - 1pm
Building an enterprise-grade ITAM systemslidedownslideup
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.
1pm - 2pm
2pm - 3:30pm
Making sense of IT change management: Models, tips, and techniquesslidedownslideup
- 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!
3:30pm - 3:45pm
3:45pm - 5pm
Getting the most out of ServiceDesk Plusslidedownslideup 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 whatÕs cooking in the development pot and what to expect from us going forward.
5pm - 5:15pm
Q & A sessionslidedownslideup