ServiceDesk Plus training for help desk managers, IT admins & IT support staffs

ServiceDesk Plus Training helps IT Managers, Administrators, and staff to get a head start in understanding and implementing an effective IT Help Desk Solution. This training covers

$ 2995 for 5 Technicians - Book Now

Audience:

IT Help Desk Managers looking forward to optimize and streamline IT Support Operations
IT Help Desk Administrators responsible for managing service levels by efficiently managing requests and IT Support Staff
IT Support Staff

Venue

ZOHO corp.
5200 Franklin Dr, Suite 115
Pleasanton, CA 94588, USA

Phone: +1-925-924-9500
Fax: +1-925-924-9600

ZOHO corp.
10 Cornfield Lane
Asbury, NJ 08802

Phone: (908) 537-6262

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

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

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

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

ServiceDesk Plus Training