In this session, we go over how IT service desk teams can use ServiceDesk Plus to respond swiftly to incidents and speed up the ticket resolution process in a hybrid work environment. From collaboration and creation of dynamic templates to the usage of built-in automation, integration capabilities, and KPI dashboards, explore how ServiceDesk Plus can help you improve the efficiency of your incident management processes.
In this masterclass, you'll learn about:
- Being within reach of your users through multi-channel incident logging.
- Capturing every detail about an incident with custom dynamic forms.
- Automating manual tasks with simple configurations in the GUI.
- Collaborating with other users from within the ticket.
- Maintaining and accessing the knowledge repository for swift resolution.
- Evaluating your performance with live dashboards and deep-diving into analytics.
Meet the presenter
Steffi is a part of the ITSM User Education team at ServiceDesk Plus. Her focus lies mainly on training users through help documentation and user guides. She also works on developing UI/UX content for ServiceDesk Plus.
She is enthusiastic in learning about ITSM processes and understanding how to expand the scope of ITSM into other branches via integrations.
During leisure time, she loves reading books, painting, and experimenting with graphic design.