ServiceDesk Plus

Recently implemented a ManageEngine product? Been using it for years? In either case, we are confident that you will benefit from our ManageEngine training services. Our knowledgeable team draw on numerous customer examples to empower your team to do more with ManageEngine.

Classroom Training


Course Information

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

  • Introduction to the Service Desk
  • Implementing ServiceDesk Plus in your Organization
  • Incident Management
  • Knowledge Management
  • Hardware and Software Inventory
  • Problem Management
  • Change Management
  • Purchase Management & Contract Management
  • Reports

Introduction to the Service Desk

  • ServiceDesk Plus Overview
  • Benefits of a Service Desk Plus
  • Import requestors
  • Define Support Staff Roles
  • Creating Technicians

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

Problem Management

  • Problem Detection & Classification
  • Problem Priority
  • Problem Analysis
  • Solutions, Work Around, and Known error record
  • Problem Closure

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


Hardware and Software Inventory

  • Windows Domain Scan
  • Network Scan
  • Schedule Periodic Audits
  • Software License Compliance
  • Manage hardware inventory

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


  • Report Dashboards, Graphs, and Technician
  • queues
  • Technician and Time based Reports
  • Category based Reports
  • SLA violation Reports
  • Pending, Completed, and Overdue Request
  • Reports