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ServiceDesk Plus Training

About ServiceDesk Plus

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

The duration of the course is two days, with a seven-hour session each day and can be extended subject to consultation and implementation needs if any.

Course Objectives Who Should Attend Course Agenda

Course Agenda

Introduction to ServiceDesk Plus

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

Incident Management

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

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

Typical Helpdesk Workflows 

  • User calling in
  • Self-Service Portal
  • Email

Self Service Portal

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

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

Reports

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

Appendix

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

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

Problem Management

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

CMDB

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

Knowledge Management

  • Solutions Database
  • Public and Private solutions

Hardware and Software Inventory

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

Survey

Define Survey and satisfaction levels

Periodic Backups

  • Configure and schedule Backups
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