Maximise ManageEngine’s ServiceDesk Plus

This 2-day, instructor-led classroom training upskills you to use it more effectively.

ServiceDesk Plus is built to super charge your IT help desk.

Join Kris S (ManageEngine NZ), as he shows you how to fully utilise ManageEngine‘s ServiceDesk Plus. Learn about the latest features, tips and tricks – so you can get the most from this solution. This classroom training occurs over 2 days. There’s opportunity to also ask your toughest questions, to maximise the value from attending.

At the end of the training course, you will be able to:

Manage and maintain your ManageEngine ServiceDesk Plus application server

Set up Incident, Services Catalogues and Problem management

Define Change Management and customise workflows

Discover and manage assets effectively

Enable a self-service and knowledge management portal

Manage Software and Hardware inventory

Handle Purchase and Contract management

Utilise reports and setup up custom reports, alerts and dashboards

Aston Martin
Aston Martin
Who should attend:

Managers looking to optimise Enterprise Service Management and Support Operations

Help Desk Administrators responsible for managing service levels, by efficiently managing requests and IT Support Staff

Customer Support/Helpdesk/ServiceDesk Staff, Business Analysts and system administrators

Day 1 topics covered:

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

Self Service Portal

  • Creating a New Request
  • Checking Status of previous request
  • Searching Solutions
  • Updating Contact Details
  • Announcements

Incident Management

  • Request Tracking
  • Automate with Business Rules
  • Request Escalation using SLA
  • Queues
  • Configure Notifications
  • Time-Tracking
  • Preventive Maintenance
  • Helpdesk Customizer
  • Explaining features related to a Technician in handling a request

Knowledge Management

  • Solutions Database
  • Public and Private solutions
  • Solution Approver

Typical Helpdesk Workflows – Request Life Cycle

  • User calling in
  • Self-Service Portal
  • Email

Service Catalogue

  • How to Define a service and service request template
  • Defining Workflow
  • Adding Resources
  • Additional Fields for individual Services.
  • User Groups

Problem Management

  • Problem Detection & Classification
  • Associating an Incident to a problem request
  • Problem Analysis
  • Solutions, Work Around, and Known error record
  • Problem Closure
Classroom Training
Classroom Training
Classroom Training
Classroom Training
Classroom Training
Classroom Training
Classroom Training
Classroom Training
Classroom Training
Day 2 topics covered:

Change Management – Updates on Release 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

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

IT Asset Management - 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 - Admin and Maintenance with Integrations

  • Configure and schedule Backups
  • Data Archiving
  • Themes
  • Customization settings
  • Integrations
When: May 19th and 20th

Each day kicks off with a morning session, from 9am to 12pm. A catered lunch is from 12pm to 1pm. The afternoon session is from 1pm to 5pm. (15 minute morning / afternoon breaks are also set).

Where: Bluechip Infotech New Zealand, Newmarket.

 

This comprehensive 2-day training course is only $849 per person. The trainer Kris S, typically charges out at $5000 for 2 days’ of on-site services. It’s a rare opportunity to access this level of in-depth expertise.

For those that can’t attend in Auckland, the course is also available virtually. Attend on the same dates, via your own computer. You’ll be able to engage / ask questions via a high-speed internet connection. The 2-day virtual course is only $699 per person.

For more in-depth course details, email the instructor directly: kris@sofsol.co.nz. Otherwise fill out the form to secure your seat. We will be in touch for next steps.

Classroom Training

 

Join the 2-day training event.

Complete the contact form and our team will be in touch with more details.

(Note: either training day is also available separately, at $499 per person)

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