# ServiceDesk Plus Training Agenda

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## 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

### 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

## 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

## Support

- Email: [certifications@manageengine.com](mailto:certifications@manageengine.com)
- US : `+1 888 720 9500`
- Intl : `+1 925 924 9500`
- Aus : `+1 800 631 268`
- UK : `0800 028 6590`
- CN : `+86 400 660 8680`