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ServiceDesk Plus Training

ServiceDesk Plus Training helps IT Managers, Administrators, and staff to get a head start in understanding and implementing an effective IT Help Desk Solution. This training covers

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  • ServiceDesk Plus Overview
  • Implementing an efficient IT Help Desk with ServiceDesk Plus
  • IT Asset Tracking & Software License Management
  • ServiceDesk Plus Best Practices

Audience:

Venue

ZOHO corp.
5200 Franklin Dr, Suite 115
Pleasanton, CA 94588, USA

Phone: +1-925-924-9500
Fax: +1-925-924-9600

ZOHO corp.
10 Cornfield Lane
Asbury, NJ 08802

Phone: (908) 537-6262


ServiceDesk Plus Training Agenda

Introduction to the Service Desk

  • ServiceDesk Plus Overview
  • Benefits of a Service Desk Plus
  • Import requestors
  • Define Support Staff Roles
  • Creating Technicians

Problem Management

  • Problem Detection & Classification
  • Problem Priority
  • Problem Analysis
  • Solutions, Work Around, and Known error record
  • Problem Closure

Implementing ServiceDesk Plus in your Organization

  • Organizational details
  • Define Locations, Department, Operational Hours, and Holidays
  • Channels of Support
    • Email / Intranet website / Phone
  • Problem Types – Categories
  • Levels – Tier 1, Tier 2 etc.
  • Any other Additional info
  • Customizing the Request form
  • Creating the Product Catalog
  • Creating a Vendor Database

Change Management

  • Initiate Change Request
  • Change Plans and CAB (Change Advisory Board)
  • Approval from CAB Members
  • Co-ordinate Change Implementation
  • Post Implementation Review
  • Change History

Incident Management

  • Request Tracking
  • Automate with Business Rules
  • Request Escalation using SLA
  • Queues
  • Configure Notifications
  • Time-Tracking

Typical Helpdesk Workflows

  • User calling in
  • Self-Service Portal
  • Email

Knowledge Management

  • Solutions Database
  • Public and Private solutions

Purchase Management & Contract Management

  • Purchase cycle overview
  • Create POs
  • Submit for Approval
  • Accept / Reject PO
  • Approved POs to vendors.
  • Receive or Partially receive Items
  • Contracts Management
  • Track & Manage Contracts from multiple vendors

Survey

  • Define Survey and satisfaction levels

Hardware and Software Inventory

  • Windows Domain Scan
  • Network Scan
  • Schedule Periodic Audits
  • Software License Compliance
  • Manage hardware inventory

Reports

  • Report Dashboards, Graphs, and Technician
  • queues
  • Technician and Time based Reports
  • Category based Reports
  • SLA violation Reports
  • Pending, Completed, and Overdue Request
  • Reports

Periodic Backups

  • Configure and schedule Backups

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