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  • Training Home
  • Course Agenda
  • Course Objectives
  • Who Should Attend

ServiceDesk Plus Training Agenda

About ServiceDesk Plus

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

Course Agenda

Introduction to ServiceDesk Plus

  • ServiceDesk Plus Overview
  • Benefits of a Service Desk Plus
  • Import requestors from Active Directory /LDAP and Configuring Pass- through authentication.
  • Changing a user in to a Technician and defining roles for them

Service Catalog

  • How to Define a service and service request template
  • Defining Workflow
  • Adding Resources
  • Additional Fields for individual Services.
  • User Groups

Incident Management

  • Request Tracking
  • Automate with Business Rules
  • Request Escalation using SLA
  • Queues
  • Configure Notifications
  • Time-Tracking
  • Preventive Maintenance
  • HelpDesk Cutomizer
  • Explaining features related to a Technician in handling a request

Typical Helpdesk Workflows

  • User calling in
  • Self-Service Portal
  • Email

Problem Management

  • Problem Detection & Classification
  • Associating an Incident to a problem request
  • Problem Analysis
  • Solutions, Work Around, and Known error record
  • Problem Closure

Change Management

  • Defining Change Status, workflow and templates
  • Initiate Change Request
  • Change Plans and CAB (Change Advisory Board)
  • Approval from CAB members
  • Implementing a change as a project
  • Post Implementation review

Self Service Portal

  • Creating a New Request
  • Checking Status of previous request
  • Searching Solutions
  • Updating Contact Details
  • Announcements

Knowledge Management

  • Solutions Database
  • Public and Private solutions
  • Solution Approver

Project Management

  • Configure project roles for users and/or technicians
  • How to create projects
  • Associate multiple milestones to project
  • Associate multiple tasks to a milestone
  • Gant View
  • Project Overview map

Hardware and Software Inventory

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


  • Discover Assets
  • Detailed Asset Inventory
  • Software Library
  • Asset Relationships

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


  • How to customize a report
  • Query based reporting
  • Scheduling a report
  • Default reports


Define Survey and satisfaction levels

General Settings

  • Configure and schedule Backups
  • Data Archiving
  • Themes
  • Self Service portal settings


  • Mistakes that can be averted
  • Tips to Troubleshoot
  • Useful Links

Course Objectives

At the end of the course, you will be able to

  • Set up Incident and Problem management
  • Define Change Management
  • Discover and manage assets
  • Enable a self-service and knowledge management portal
  • Manage Software and Hardware inventory
  • Handle Purchase and Contract management

Who Should Attend

  • IT Help Desk Managers looking forward to optimize and streamline IT Support Operations
  • IT Help Desk Administrators responsible for managing service levels by efficiently managing requests and IT Support Staff
  • IT Support Staff

Signup for the Classroom Training, or Register for a training at your location now!