ManageEngine Servicedesk plus (ITSM)

Complete IT Service Management Course

ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end users, and stakeholders alike.

What you’ll learn

  • Incident Management.
  • Asset Management.
  • Software Management.
  • Problem Management.
  • Change Management.
  • Project Management.
  • Service catalog.
  • CMDB (Configuration Management Data Base).
  • ITSM solution with ITIL.

Course Content

  • Introduction –> 1 lecture • 3min.
  • Introduction to ManageEngine Servicedesk Plus –> 0 lectures • 0min.
  • End User Portal –> 1 lecture • 3min.
  • Admin Portal –> 7 lectures • 1hr 2min.

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Requirements

ServiceDesk Plus is a game changer in turning IT teams from daily fire-fighting to delivering awesome customer service. It provides great visibility and central control in dealing with IT issues to ensure that businesses suffer no downtime. For 10 years and running, it has been delivering smiles to millions of IT folks, end users, and stakeholders alike.

Incident Management : Manage the complete life cycle of incidents with powerful SLAs, built-in automations, and customizable workflows.

Asset & CMDB Management : Discover and maintain an accurate inventory of all IT assets in one place. Draw CI relationship maps using a simplified drag and drop interface to have a bird’s eye view of your IT infrastructure

Service Catalog : Showcase the range of IT services offered, configure category-specific workflows, set up approval processes, and determine service level agreements to provide outstanding service to your end users.

Problem Management : Analyze the root cause of incidents and provide temporary workarounds or permanent fixes to reduce recurring incidents.

Change Management : Configure separate workflows for different types of changes and implement them with zero impact and risk. Customize your change management process by defining change parameters such as change types, roles, stages, and templates.

Project Management : Manage IT projects better by breaking them down into milestones and tasks. Track resource utilization using color coded Gantt charts.

 

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