ManageEngine ServiceDesk Plus

Module 1: Introduction to ManageEngine ServiceDesk Plus

• ManageEngine ServiceDesk Plus overview: on-premises and cloud editions
• ITSM modules: helpdesk, asset management, project management, and CMDB
• Initial setup: organisational structure, time zones, and business hours
• User roles: technicians, requesters, and administrators

Module 2: Helpdesk Configuration

• Request categories, subcategories, and item hierarchy setup
• Priority matrix: mapping urgency and impact to priority levels
• SLA configuration: response and resolution times with escalations
• Technician groups and automatic ticket assignment rules

Module 3: Incident and Service Request Management

• Logging tickets: web form, email, and self-service portal
• Ticket lifecycle: Open, In Progress, On Hold, Resolved, and Closed
• Request templates: pre-filled forms for common service requests
• Approval workflows for service requests with multi-level approvers

Module 4: Problem and Change Management

• Problem record creation: linking incidents and documenting root cause
• Change management workflow: request, planning, approval, and review
• Change advisory board (CAB) meeting and approval configuration
• Release management: coordinating releases with change records

Module 5: Asset Management

• IT asset types: workstations, servers, network devices, and software
• Asset discovery: Windows domain scan, network scan, and agent-based
• Asset lifecycle: procurement, deployment, maintenance, and retirement
• Software licence management: compliance tracking and alerts

Module 6: CMDB and Relationship Mapping

• Configuration items: creating CI types and attribute definitions
• CI relationships: mapping dependencies between assets and services
• Impact analysis: identifying affected CIs from a service disruption
• CMDB data import and synchronisation with asset discovery

Module 7: Automation and Integrations

• Business rules: auto-assigning and categorising incoming requests
• Notification rules: email and SMS alerts for ticket events
• Integration with Active Directory for user import and authentication
• REST API and webhooks for third-party system integration

Module 8: Capstone Project and Assessment

• ServiceDesk Plus instance configuration: SLAs, groups, and categories
• Asset discovery setup and CMDB relationship mapping exercise
• Change management workflow and approval configuration project
• Final assessment and course certification

Experience in the Industry Gain expertise from ManageEngine-certified ITSM administrators who have deployed ServiceDesk Plus for IT teams at mid-market and enterprise organisations managing thousands of assets and support requests.

Backgrounds at the Top Our ManageEngine trainers have worked at IT departments and MSPs choosing ServiceDesk Plus for its comprehensive ITSM and asset management capabilities at a competitive total cost of ownership.

Clear & Effective Teaching ServiceDesk Plus helpdesk configuration, asset discovery, CMDB, problem and change management, SLAs, approval workflows, automation, and integrations are taught with real IT service management examples.

Hands-On Learning Focus Students configure a ServiceDesk Plus instance, run asset discovery, build CMDB relationships, set up change workflows, create automation rules, and build dashboards through structured hands-on labs.

Up-to-Date Knowledge Trainers keep content current with the latest ManageEngine ServiceDesk Plus releases, cloud edition features, Zia AI capabilities, and evolving ITIL 4 aligned service management best practices.