| ServiceDesk Plus Training Agenda |
Introduction to the Service Desk- ServiceDesk Plus Overview
- Benefits of a Service Desk Plus
- Import requestors
- Define Support Staff Roles
- Creating Technicians
| Problem Management- Problem Detection & Classification
- Problem Priority
- Problem Analysis
- Solutions, Work Around, and Known error record
- Problem Closure
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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
| 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
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Incident Management- Request Tracking
- Automate with Business Rules
- Request Escalation using SLA
- Queues
- Configure Notifications
- Time-Tracking
Typical Helpdesk Workflows- User calling in
- Self-Service Portal
- Email
Knowledge Management- Solutions Database
- Public and Private solutions
| 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
Survey- Define Survey and satisfaction levels
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Hardware and Software Inventory- Windows Domain Scan
- Network Scan
- Schedule Periodic Audits
- Software License Compliance
- Manage hardware inventory
| Reports- Report Dashboards, Graphs, and Technician
- queues
- Technician and Time based Reports
- Category based Reports
- SLA violation Reports
- Pending, Completed, and Overdue Request
- Reports
Periodic Backups- Configure and schedule Backups
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