ServiceDesk Plus Cloud Training Agenda

Let's give you a head start

ServiceDesk Plus Cloud training helps IT managers, administrators, and staff to get a head start in understanding and implementing an effective IT help desk solution.

Introduction to ServiceDesk Plus Cloud

  • ServiceDesk Plus Cloud overview
  • Benefits of using ServiceDesk Plus Cloud

Setting up ServiceDesk Plus Cloud

  • 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


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Let's support faster, easier, and together

Let's support faster, easier, and together