ServiceDesk Plus Training 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

CMDB

• 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

Reports

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

Survey

Define Survey and satisfaction levels

General Settings

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

Appendix

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