Manageengine Servicedesk Plus Itil Best Practice& Automation

Manageengine Servicedesk Plus Itil Best Practice& Automation
Published 12/2024
MP4 | Video: h264, 1920×1080 | Audio: AAC, 44.1 KHz

Leverage ManageEngine ServiceDesk Plus to Implement ITIL Best Practices and Automate Your IT and Business Processes

What you’ll learn

Introduction to IT Service Management (ITSM) & ITIL Best Practices

Installation and Initial Setup

Incident and Request Management

Service Catalog Configuration

Change, Problem, and Release Management

Asset Management

Knowledge Base

Automations & Workflow Configurations

Integrations & APIs

Reporting and Analytics

Requirements

No required skills

Description

Overview

Section 1: Introduction

Lecture 1 Course Introduction & Outlines

Lecture 2 ManageEngine SDP Overview & Application Download

Section 2: Installation & Initial Configuration

Lecture 3 Service Desk Plus Installation

Lecture 4 Active Directory Integration

Lecture 5 Roles & Permissions

Lecture 6 Users & Support Groups

Section 3: Incident Management & Templates Customization

Lecture 7 Incident Definition, Workflow, and Best Practicies

Lecture 8 Incident Template Customization

Lecture 9 Field and Form Rules

Section 4: Service Catalogs & Approval Workflow

Lecture 10 Service Definition, Workflow, and Best Practicies

Lecture 11 Service Catalog Customization

Lecture 12 Approval Workflows

Section 5: Service Level Agreement & Esclation Matrix

Lecture 13 Introduction To Service Level Agreement

Lecture 14 Priority Matrix

Lecture 15 Configure Incident SLA

Lecture 16 Configure Service SLA

Lecture 17 Esclation Matrix

Lecture 18 Operational Level Agreement

Section 6: Problem Management

Lecture 19 Problem Definition, Workflow, and Best Practicies

Lecture 20 Problem Template Customization

Section 7: Change Management

Lecture 21 Change Definition, Workflow, and Best Practicies

Lecture 22 Change Template Customization

Lecture 23 Change Workflow

Section 8: Project Management

Lecture 24 Project Definition, Workflow, and Best Practicies

Lecture 25 Project Template Customization

Section 9: Knowledge Management

Lecture 26 Knowledge Definition, Workflow, and Best Practicies

Lecture 27 Knowledge Base Creation

Section 10: IT Asset Management

Lecture 28 Asset Definition, Workflow, and Best Practicies

Lecture 29 Asset Management Installation, Configuration, and Integration

Lecture 30 Asset Registration and Agent Installation

Lecture 31 Asset Customization

Section 11: Automation & Workflow Design

Lecture 32 Business Rules

Lecture 33 Custom Triggers

Lecture 34 Request Life Cycle (RLC)

Section 12: API Application Programming Interface

Lecture 35 API Documentation

Section 13: Integrations

Section 14: Reporting and Analytics

Lecture 37 Reports

Lecture 38 Dashboard