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ServiceDesk Plus Training Overview

The ManageEngine ServiceDesk Plus Training course is designed for IT Managers, Administrators, and staff to effectively implement an IT Help Desk Solution. It covers various aspects such as Service Catalog, Incident Management, Problem Management, Change Management, and more, providing a comprehensive understanding of the platform. Additionally, it includes practical components like project management, hardware and software inventory, and reporting features.

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71 views5 pages

ServiceDesk Plus Training Overview

The ManageEngine ServiceDesk Plus Training course is designed for IT Managers, Administrators, and staff to effectively implement an IT Help Desk Solution. It covers various aspects such as Service Catalog, Incident Management, Problem Management, Change Management, and more, providing a comprehensive understanding of the platform. Additionally, it includes practical components like project management, hardware and software inventory, and reporting features.

Uploaded by

eddievasson
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

ManageEngine ServiceDesk Plus Training

 Course Objectives
 Who Should Attend
 Course 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.

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

2
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

3
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

4
General Settings

 Configure and schedule Backups


 Data Archiving
 Themes
 Self Service portal settings.

Appendix

 Mistakes that can be averted


 Tips to Troubleshoot
 Useful Links

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