ServiceDesk PlusArrowSupportArrow On-premisesArrowIT Help desk training

The masterclass sessions will be held live every fourth week of the month. The tentative schedule is provided below.

6 ways to implement effective incident management processes in a hybrid work environment with ServiceDesk Plus

In this masterclass, you'll learn about:
  • Being within reach of your users through multi-channel incident logging.
  • Capturing every detail about an incident with custom dynamic forms.
  • Automating manual tasks with simple configurations in the GUI.
  • Collaborating with other users from within the ticket.
  • Maintaining and accessing the knowledge repository for swift resolution.
  • Evaluating your performance with live dashboards and deep-diving into analytics.
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Delivering exceptional IT service experiences in a hybrid work environment with ServiceDesk Plus

In this masterclass, you'll learn about:
  • Creating department-specific portals for better service management
  • Curating a detailed self-service portal for end users
  • Designing a personalized service catalog
  • Delivering services on time
  • Onboarding remote employees efficiently
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Q & A

Delivering exceptional IT service experiences in hybrid work environment

Do we have to purchase ESM?
Can you arrange the workflow to advance to stage two once one of the two Stage One approvers approves if you enter two users under Workflow Approver? For example, I need the Executive Director or Deputy Director to approve.
Can I add both Directors to stage 1 so if one is out of the office, the other can approve and continue the process to stage 2, without having the need for both the Directors to approve stage 1?
Does the onboarding process in ServiceDesk Plus need a mature IDM system as it helps in automating a lot of sub-processes and requests?
Can we add GIFs when customizing the self-service portal?
Can we place a report widget on the dashboard to show how many tickets were created, resolved, etc?
I am unable to find the service catalog. Is there a configuration to enable this?
How can we reorder the service catalog?
Is it possible to schedule hourly reports on a daily basis?
Why is the screen I am seeing different than my Admin login screen?
Where can we find the Advanced Portal Customization option in our ServiceDesk 12007 On-premises application?
Where can we configure Field and Form Rules?
Under self-service, how do you set up password resets?
When onboarding user to ServiceDesk Plus from the AD Database and the AD is not fully updated to reflect task assignment, how does the admin handle that?
How do you add the approval workflow or upload service request forms that requires various levels of approvals via the ServiceDesk Plus?
Is it possible to run Desktop Central along side ServiceDesk Plus?

Perfecting the change enablement process in a hybrid workplace with ServiceDesk Plus

Key takeaways from this session:
  • Understanding the change types for a better approach
  • Getting the hang of the workflow builder components
  • Implementing an effective change workflow for hybrid work
  • Leveraging project and release management for carrying out changes efficiently
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Building a resilient IT asset management process for hybrid workplaces with ServiceDesk Plus

Key takeaways from this session:
  • Utilizing a unified agent for asset discovery
  • Maintaining your IT asset inventory and staying compliant
  • Monitoring your assets' performance on the go
  • Managing your IT assets from discovery to disposal
  • Leveraging ServiceDesk Plus' CMDB module to ensure that your IT assets are audit-ready
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June 30

ServiceDesk Plus On-premises: Introducing new features

You can access our previous sessions here:

  • Building a resilient IT asset management process for hybrid workplaces with ServiceDesk Plus

  • Perfecting the change enablement process in a hybrid workplace with ServiceDesk Plus

  • Delivering exceptional IT service experiences in a hybrid work environment with ServiceDesk Plus

  • 6 ways to implement efficient incident management for hybrid work with ServiceDesk Plus

  • Build a unified enterprise self-service portal with ServiceDesk Plus

Meet our speakers