In this session, we go over how IT service desk teams can use ServiceDesk Plus to respond swiftly to incidents and speed up the ticket resolution process in a hybrid work environment. From collaboration and creation of dynamic templates to the usage of built-in automation, integration capabilities, and KPI dashboards, explore how ServiceDesk Plus can help you improve the efficiency of your incident management processes
Here are a few key takeaways from this episode:
- 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.
Meet the presenter
Jendra has over four years of experience in ITSM as a product marketer and customer educator. As a product expert, he has been involved in multiple customer education programs to help users get the most out of their ServiceDesk Plus instances and optimize their business operations. Jendra has hosted various presentations, masterclass and thought leadership webinars. He has also authored educational guides on IT major incident management and change management.