Course Objectives
1. What will you learn in the ManageEngine ServiceDesk Plus – ITSM & Asset Management course?
You will learn how to implement and manage IT Service Management (ITSM) processes using ManageEngine ServiceDesk Plus. The course covers incident management, problem management, change management, service catalog, CMDB, asset management, IT asset lifecycle, request fulfillment, SLA management, automation, reporting, and ITIL-aligned best practices.
2. How does this course prepare you for real-world ITSM projects?
The course provides hands-on experience in configuring ServiceDesk Plus, managing IT assets, handling service requests, tracking incidents, implementing approval workflows, maintaining CMDB records, automating repetitive tasks, and generating operational reports for enterprise IT support environments.
3. What practical skills will you develop during the training?
You will gain expertise in ServiceDesk Plus administration, ITIL processes, incident management, service request management, asset discovery, software license management, CMDB configuration, workflow automation, SLA configuration, reporting, dashboards, and IT support operations.
4. How will real-time projects improve your ServiceDesk Plus skills?
You will work on practical projects involving IT helpdesk implementation, enterprise asset management, automated ticket routing, software inventory management, change approval workflows, and IT service delivery optimization.
5. What career opportunities can you pursue after learning ManageEngine ServiceDesk Plus?
This course prepares you for roles such as IT Service Desk Analyst, ITSM Administrator, ServiceDesk Plus Administrator, IT Support Engineer, Asset Management Analyst, IT Operations Engineer, ITIL Consultant, System Administrator, Infrastructure Support Engineer, and IT Service Manager.
Popular Techniques Covered in This Course
ManageEngine ServiceDesk Plus Fundamentals
ITIL-Based IT Service Management (ITSM)
Incident and Problem Management
Change and Release Management
IT Asset Management (ITAM)
Configuration Management Database (CMDB)
Service Catalog and Request Management
Workflow Automation and SLA Management
Reporting, Dashboards, and Analytics
IT Support and Service Delivery Best Practices
Get Hands-on Knowledge about Real-Time Projects
Project 1
Project 1: Enterprise IT Helpdesk Implementation
Configure a complete ServiceDesk Plus environment to manage incidents, service requests, approvals, and SLA-based ticket resolution.
Project 2
Project 2: IT Asset Lifecycle Management
Manage hardware and software assets, automate asset discovery, monitor asset utilization, and maintain accurate inventory records.
Project 3
Project 3: Change Management Workflow
Implement ITIL-based change management processes with approval workflows, risk assessment, scheduling, and audit tracking.
Project 4
Project 4: CMDB Configuration and Service Mapping
Create and maintain a Configuration Management Database (CMDB) to map IT assets, business services, and infrastructure relationships.
Project 5
Project 5: ITSM Automation and Reporting
Develop automated workflows, notification rules, SLA monitoring, and executive dashboards to improve IT service delivery performance.
Key Features
Edubrights offers ManageEngine ServiceDesk Plus– ITSM & ASSET MANAGEMENT Training in virtual mode with expert trainers. Here are the key features,
40 Hours Course Duration
100% Job Oriented Training
Industry Expert Faculties
Free Demo Class Available
Completed 500+ batches
Certification Guidance
Curriculum
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
Receive Training From Our Skilled and Effective Trainers
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.
Professional ManageEngine ServiceDesk Plus – ITSM & Asset Management Certification
The Professional ManageEngine ServiceDesk Plus – ITSM & Asset Management Certification validates your expertise in implementing and managing IT Service Management processes using ManageEngine ServiceDesk Plus.
Course FAQs
1. What is ManageEngine ServiceDesk Plus?
Answer: ManageEngine ServiceDesk Plus is an IT Service Management (ITSM) platform used to manage IT support, service requests, incidents, changes, assets, and service delivery.
2. What is ITSM?
Answer: IT Service Management (ITSM) is a structured approach to designing, delivering, managing, and improving IT services based on best practices such as ITIL.
3. What is IT Asset Management?
Answer: IT Asset Management (ITAM) is the process of tracking, managing, and optimizing hardware, software, licenses, and IT infrastructure throughout their lifecycle.
4. What is a CMDB?
Answer: A Configuration Management Database (CMDB) stores information about IT assets, their configurations, and relationships within an organization's infrastructure.
5. What is SLA Management?
Answer: SLA Management monitors and ensures that IT service requests and incidents are resolved within agreed service-level targets.
6. Which industries use ManageEngine ServiceDesk Plus?
Answer: Banking, healthcare, education, manufacturing, retail, telecommunications, government, IT services, consulting firms, and enterprise organizations use ServiceDesk Plus.
7. Does the course include practical projects?
Answer: Yes. The course includes hands-on projects involving IT helpdesk implementation, asset management, CMDB, workflow automation, and IT service optimization.
8. Is this course beginner-friendly?
Answer: Yes. Basic knowledge of IT support concepts is helpful, but the course starts with ITSM fundamentals before covering advanced ServiceDesk Plus administration.
9. Can ServiceDesk Plus integrate with other enterprise tools?
Answer: Yes. ServiceDesk Plus integrates with Active Directory, monitoring tools, endpoint management solutions, cloud services, and third-party business applications.
10. Why should professionals learn ManageEngine ServiceDesk Plus?
Answer: ServiceDesk Plus is widely used by organizations implementing ITIL-based ITSM processes, making it a valuable skill for IT support and service management professionals.
Get Training Quote for Free
Testimonials
Hear What Our Students Say
"Transform your life through Education, hear it from our Alumni"
8 LPA
Rahul
Student
Data Scientist
"Transform your life through Education, hear it from our Alumni"
8 LPA
Siddharth
NIELSON IQ
Data Analyst
"Transform your life through Education, hear it from our Alumni"
6 LPA
Fathima
Student
Software Engineer
