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Webinar: How to master request management using ServiceDesk Plus

Any help desk's primary duty is to resolve end user requests. The types of requests IT help desk teams handle on a day-to-day basis can be broadly classified into two categories. One is incidents—which includes unplanned service interruptions—and the other is service requests—for things like requests for information or service provisioning. Each of these have a different set of workflows, beginning with how an incident or service request is raised, up until how it's closed. ServiceDesk Plus allows you to manage the complete life cycle of a request by providing customization and workflow automation.

What you'll learn

In this webinar, you will learn how to establish a complete request management process using various features such as business rules, self-service, incident templates, user groups, etc. By the end of the webinar, you will be able to:

  • Create your own service catalog along with service request templates.
  • Customize workflows for requests using task management.
  • Define SLAs for multiple sites and automate processes using business rules.
With IT services offered as catalog options right in the end user self-service portal, we were able to present a consistent and structured view of IT's request management capabilities, completely automated with SLAs and approval workflows.
Tarek Saade, Averda

Who should watch

About ServiceDesk Plus' product education specialists

Vignesh Ravindranath is a product expert from ManageEngine and has over four years of experience with the ManageEngine suite, including ITSM, ITAM, and ITOM applications. He is also part of our product education team and is actively involved in user education activities such as conducting product-specific webinars and seminars, as well as answering queries in forum discussions.

Know more about upcoming webinars

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