Is your help desk only about closing tickets? Dive deep into incident management and service catalog functions to go beyond firefighting and deal with tickets in the most efficient way.

• Explore ticket assignment automation, business rules, SLAs, field and form rules, task dependencies, and user surveys.
• Learn to set up and optimize a service catalog from scratch to deliver world-class IT support.
• Discover the tips and tricks about hidden features in ServiceDesk Plus that make your ticketing top notch.

Untangle your network from the grips of multiple monitoring tools.
(10:15am - 10:30am)

• The major complications in IT this year.
• The drawbacks of managing IT using multiple tools.
• Real use case: Troubleshooting router packet dropping issues.
• How OpManager simplifies IT management.

(10:30am - 11:00am)

• Preparing your network for better management with OpManager.
• Device discovery methods; using discovery filters to add or ignore devices.
• Automating bulk device configurations with the rule engine.
• Scheduling discovery reports.
• Categorizing devices using over 39,070 vendor templates.

(11:00am - 11:30am)

• Monitoring networks and servers for availability, health, and performance.
• Setting up custom monitors for multi-vendor environments.
• Improving QoS with router monitoring.
• Monitoring performance using custom scripts.
• Tracking hardware health.
• Leveraging Cisco IPSLA for monitoring WAN and VoIP links.

(11:30am - 12:00pm)

• Effective fault monitoring with threshold-based alarms and notifications.
• Automating fault troubleshooting via workflows.
• Rich network visualization with business views, dashboards, and widgets.
• OpManager best practices, integrations, and add-ons.

(12:00pm - 12:30pm)

• Setting up and simplifying flow export.
• Available traffic grouping options.
• Configuring threshold-based alerts.
• Customizing reports and troubleshooting with forensics.
• Applying traffic shaping and policing.
• Forecasting bandwidth capacity needs and generating bills.

Discover a three-pronged strategy to effectively manage privileged access and counter insider threats with ManageEngine's privileged access management suite.

• Take a deep dive into best practices for managing access to administrator and root account passwords, Windows service account passwords, hard-coded passwords, SSH keys, and SSL certificates.
• Learn how to deploy multiple controls to manage the launch of privileged account sessions and record all actions performed within.
• Learn how the real-time monitoring and reporting functions in Password Manager Pro help organizations prepare for and meet regulatory audits around privileged access management.

• Learn how to set up a central system to manage the entire life cycle of SSL certificates including discovery, the certificate signing process, deployment, and expiration.
• See a demonstration of the native Let's Encrypt integration to learn how to perform all certificate management tasks from within Key Manager Plus.
• Take control of the SSH key sprawl by learning how to set up a central repository to manage the complete life cycle of SSH keys including discovery, user mapping, deployment, and periodic rotation.

Learn all the nuances of IT asset management in ServiceDesk Plus, including:

• Asset discovery techniques.
• Scanning methods.
• Asset tracking and maintenance.
• Software asset management. 
• Optimizing licenses for compliance.
• Building a comprehensive CMDB.
• Managing purchases with the newly-released, enhanced purchase module.

(1:30pm - 2:15pm)

• Automating configuration backups.
• Real-time change management, notifications,33�44and alerts.
• Executing configlets to troubleshoot remotely.
• Staying compliant with custom policies (PCI and others).
• Managing firewall policies and configurations to secure your network.
• Mitigating internal threats using end user reports.
• Mitigating threats in real time using security and anomaly alerts.
• Performing network security analysis using security and traffic reports.
• Firewall compliance management for PCI DSS, ISO, SANS, NIST, and more.

(2:15pm - 3:00pm)

• Automated application and service discovery; mapping dependencies.
• Gaining deep performance insight into different components of applications and IT infrastructure.
• Effectively isolating and resolving performance bottlenecks.
• Automating corrective actions before end users are affected.
• Reports and customizable dashboards.

• Need for Active Directory change monitoring.
• Comprehensive reporting/alerting for crucial incidents.
• Stringent guidelines for Windows server monitoring.

In this session, you will:

• See how analytics brings a whole new perspective to the way you handle tickets.
• Get tips on how to look past the default set of metrics and develop new KPIs for better insight.
• Experience the power of visual analysis in quick decision making.

In this session, learn how to:

• Secure your computers from vulnerabilities.
• Maintain system health.
• Manage third-party applications.
• Disable automatic updates.
• Decline patches for legacy applications.
• Push anti-virus and definition updates.
• Use our SCCM plug-in for third-party patch management.

• Effective account provisioning that incorporates AD accounts, mailboxes, Office 365 mailboxes, Skype for business.
• Create a user management console for HR or branch heads to create and manage their teams' accounts.
• Investigate nested group memberships and manage appropriate group permissions.
• Identify and manage available server shares and user permissions for confidential files and folders.
• Use ADManager Plus' 200+ reports to stay on top of your Active Directory, Exchange, Office 365, and Google Apps.
• Learn more about Office 365 license management and reporting; identify inactive, licensed, and unlicensed Office 365 users.
• Automatically trace, quarantine, and clean up stale accounts from Active Directory.

• If you have a penchant for getting IT done your way, this session is a must. 
• Step into a universe of possibilities and see how you can write your own code to get things done.
• Learn all about custom menus and scripts,  APIs,  integrations with the ManageEngine suite of products and third-party apps, and more!

• Creating software packages from templates.
• Publishing software using the self-service portal.
• Performing pre- and post-distribution activities.
• Installing software for specific users.
• Deploying business apps.

• Measure the time technicians spend resolving help desk tickets.
• Record remote sessions for documentation.
• Enforce IT policies on desktops.
• Notify users when MS Exchange Server is down.

• Categorize profiles based on hierarchy
• Impose restrictions
• Secure mobile devices with stringent passcode
• Perform geotracking
• Lock and wipe devices remotely
• Manage email with Office 365 and Exchange ActiveSync.

• Integrate ADManager Plus with ServiceDesk Plus.
• Create, delete, disable, and enable AD users3and reset users' passwords from ServiceDesk Plus.
• Let your help desk provision users in AD, Exchange, Office 365, Google Apps, and Skype for Business all at once using ADManager Plus templates.
• Grant access permissions to authorized technicians by associating ADManager Plus roles with ServiceDesk Plus roles.

• Integrate ADSelfService Plus with ServiceDesk Plus.
• Empower users with self-service password management for on-premises and cloud applications.
• Automatically create tickets for users? self-service actions in ServiceDesk Plus.
• Simplify access to ServiceDesk Plus with single sign-on (SSO).

• Strengthen password self-service using the latest multi-factor authentication techniques.
• Automatically enroll users with a CSV file or using an external data source.
• Remind users about their password and account expiration via SMS and email.
• Provide one-click access to SaaS apps using single sign-on.
• Sync passwords from AD to SaaS apps in real time.

• Secure compressed backups for VMware & Hyper-V virtual machines.
• Bare metal backup to rebuild failed domain controller.
• Back up and restore Active Directory, either partially or completely.
• Manage changes at the attribute level with version management.
• Quickly recycle objects that have been deleted.

Learn some ServiceDesk Plus tips and tricks.

• Discover deployment and maintenance best practices to help you keep ServiceDesk Plus hassle-free.
• Take a sneak peek at what?s cooking in development and what to expect going forward.

Learn how to completely manage your IT assets.

• Manage MS Office licenses.
• Control bandwidth spikes.
• Restrict non-standard applications.
• Proactively resolve hard disk space issues.
• Identify computers with local admin accounts.

Learn more about automating OS imaging and deployment, including:

• Centralized image capturing.
• Online and offline imaging.
• Deployment capabilities such as scheduled and manual deployment for bare-metal provisioning.

• Monitor the essential components of your Exchange server - in real time.
• Monitor database availability group, replication health & database copy status.
• Report on and audit Exchange Online activities.
• Track key storage domains - disk space, mailbox size, server space, and database size.
• Monitor email traffic and queues.
• Visualize and analyze user mailbox activity.

• Office 365 auditing and compliance management.
• Office 365 management and help desk delegation made easy.
• Password expiry notifier to alert users about their password status.
• One-stop shop for Azure AD, Exchange Online, OneDrive & Skype for Business, Sway, Microsoft Teams, and more.

• Simplify SharePoint auditing, monitoring, and management with out of the box reports and real-time alerts.
• Migrate on-premise SharePoint to cloud.
• Use analytics to study users collaborative behavior.
• Find out how to archive audit log data and comply with regulatory.
• Monitor SharePoint Online and Office 365 activities.

Get acquainted with the cloud version of ServiceDesk Plus and gear up to deliver next-gen IT service. Learn how to set up your IT service desk in just a few easy steps, including:

• Integrating mail servers.
• Setting up custom domains.
• Integrating with Active Directory.
• Migrating from the installed version of ServiceDesk Plus to the cloud.

• Managing computers across different remote offices.
• Managing roaming users.
• Automatically managing all newly added computers.
• Setting baseline configurations.
• Managing USB devices.
• Restricting technicians so they can only access asset data.

• Log help desk tickets from managed computers.
• Deploy software to resolve help desk tickets.
• Integrate asset data to CMDB.
• Establish advanced remote connection from ServiceDesk Plus.

• Self-Service Active Directory Group Subscription - An approval-based workflow.
• Key benefits of real-time advanced Active Directory change audit reports.
• In the event of a security attack, how to force all users to change their password upon next logon.

• Comprehensive log management of data analysis for multi cloud environment.
• Out-of-the-box reports on access logs for Amazon S3 buckets and Elastic Load Balancers.
• User-specific changes on AWS and Amazon cloud services.
• AWS CloudTrail and S3 bucket access log management.
• Azure activity log management.