ServiceDesk Plus On-Demand Training Agenda

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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.

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

  • Defining change type, status
  • Initiate change request
  • Change plans and CAB (Change Advisory Board)
  • Approval from CAB members
  • Creating announcements from a change
  • Implementing a change using tasks
  • Post implementation review
  • Change history


  • Automate with business rules
  • Incident and service request escalation using SLA
  • Notification rules
  • Closure rules
  • Preventive maintenance tasks
  • Technician auto assign

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Let's support faster, easier, and together

Let's support faster, easier, and together