ServiceDesk Plus training and tutorial

Optimize the efficiency of your service desk with
ServiceDesk Plus training and tutorial videos

  • Explore the latest features in ServiceDesk Plus
    • Masterclass training 2023

    • 00:44:16

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    Explore the latest features in ServiceDesk Plus

    In this episode, we'll deep dive into the brand new capabilities, features, and enhancements released in the past six months for ServiceDesk Plus Cloud. We'll also explore how leading organizations benefit by using analytics to improve productivity, workflows, and quality of decisions.

  • Explore the latest features in ServiceDesk Plus
    • Masterclass training 2023

    • 00:44:16

    Play Video

    Explore the latest features in ServiceDesk Plus

    In this episode, we'll deep dive into the brand new capabilities, features, and enhancements released in the past six months for ServiceDesk Plus Cloud. We'll also explore how leading organizations benefit by using analytics to improve productivity, workflows, and quality of decisions.

  • Optimize IT budgets with a comprehensive IT asset management strategy
    • Masterclass training 2023

    • 00:50:00

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    Optimize IT budgets with a comprehensive IT asset management strategy

    Learn about the various aspects of an efficient asset management practice using ServiceDesk Plus Cloud. Learn how to manage IT and non-IT assets within your organization while ensuring seamless management of contracts and purchases, without any oversight.

  • Optimize IT budgets with a comprehensive IT asset management strategy
    • Masterclass training 2023

    • 00:44:16

    Play Video

    Optimize IT budgets with a comprehensive IT asset management strategy

    Learn about the various aspects of an efficient asset management practice using ServiceDesk Plus Cloud. Learn how to manage IT and non-IT assets within your organization while ensuring seamless management of contracts and purchases, without any oversight.

  • Build and implement change management workflows with adequate governance, and sidestep risks
    • Masterclass training 2023

    • 00:46:36

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    Build and implement change management workflows with adequate governance, and sidestep risks

    Learn about the various aspects of an effective change enablement using ServiceDesk Plus Cloud. Learn how to handle the entire spectrum of change management, ranging from standard to emergency changes. Align your change strategies with project and release management to implement transformative changes, minimize risks, and increase efficacy.

  • Build and implement change management workflows with adequate governance, and sidestep risks
    • Masterclass training 2023

    • 00:52:20

    Play Video

    Build and implement change management workflows with adequate governance, and sidestep risks

    Learn about the various aspects of an effective change enablement using ServiceDesk Plus Cloud. Learn how to handle the entire spectrum of change management, ranging from standard to emergency changes. Align your change strategies with project and release management to implement transformative changes, minimize risks, and increase efficacy.

  • Design and deliver exceptional services to your hybrid workforce
    • Masterclass training 2023

    • 00:54:18

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    Design and deliver exceptional services to your hybrid workforce

    Learn how service management teams can leverage ManageEngine ServiceDesk Plus Cloud to efficiently design, launch, and manage IT and enterprise services for a hybrid workforce. You'll gain insights for optimizing service management workflows with a unified platform and amping up the employee experience across the enterprise.

  • Design and deliver exceptional services to your hybrid workforce
    • Masterclass training 2023

    • 00:48:00

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    Design and deliver exceptional services to your hybrid workforce

    Learn how service management teams can leverage ManageEngine ServiceDesk Plus Cloud to efficiently design, launch, and manage IT and enterprise services for a hybrid workforce. You'll gain insights for optimizing service management workflows with a unified platform and amping up the employee experience across the enterprise.

  • Maximize service uptime with efficient incident management workflows
    • Masterclass training 2023

    • 00:59:14

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    Maximize service uptime with efficient incident management workflows

    Learn how IT service management teams can utilize ServiceDesk Plus Cloud to quickly handle incidents and streamline the incident resolution process in a hybrid work setting. You'll learn how ServiceDesk Plus Cloud can enhance the effectiveness of incident management practice through collaboration, dynamic template creation, automation, and more.

  • Maximize service uptime with efficient incident management workflows
    • Masterclass training 2023

    • 00:55:45

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    Maximize service uptime with efficient incident management workflows

    Learn how IT service management teams can utilize ServiceDesk Plus Cloud to quickly handle incidents and streamline the incident resolution process in a hybrid work setting. You'll learn how ServiceDesk Plus Cloud can enhance the effectiveness of incident management practice through collaboration, dynamic template creation, automation, and more.

  • How to improve IT service delivery with our new features
    • Masterclass training 2022

    • 00:57:39

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    Explore the latest features of ServiceDesk Plus

    Dive into the brand-new capabilities and enhancements featured in the last six months in ServiceDesk Plus. Explore how request timer actions, bundling custom actions, seeking clarification for approvals, custom triggers and custom functions for problems, and other advancements can optimize IT service delivery in your organization.

  • How to improve IT service delivery with our new features
    • Masterclass training 2022

    • 00:56:23

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    Explore the latest features of ServiceDesk Plus Cloud

    Explore the brand-new capabilities and enhancements featured in the last six months in ServiceDesk Plus Cloud. Learn how timers in requests and changes, sandbox, announcement banners, and other advancements can optimize IT service delivery in your organization.

  • Integrate ServiceDesk Plus Cloud with Microsoft 365
    • Masterclass training 2022

    • 00:52:28

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    Integrate ServiceDesk Plus Cloud with Microsoft 365

    Learn how organizations bring enterprise service desks into their digital workspaces by integrating with the Microsoft ecosystem. Further, we'll explore how technicians can perform service desk operations like creating and picking up tickets, assigning service desk technicians, and enabling omni-channel communication from a single console.

  • Integrate ServiceDesk Plus with Microsoft 365
    • Masterclass training 2022

    • 00:42:41

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    Integrate ServiceDesk Plus with Microsoft 365

    Learn how organizations can build seamless digital experiences by enabling service desk capabilities within the Microsoft 365 environment. Find out how employees can interact with IT and business service desks without toggling windows and get their tickets resolved on the go.

  • Build life cycles and workflows on a visual builder to standardize processes
    • Masterclass training 2022

    • 00:52:28

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    Build life cycles and workflows on a visual builder to standardize processes

    Learn to build visual life cycles and workflows to systematize various ITSM practices. You can also automate service desk actions like updating fields, sending notifications, creating tasks, executing custom functions, and more across the life cycle.

  • Build life cycles and workflows on a visual builder to standardize processes
    • Masterclass training 2022

    • 00:50:05

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    Build life cycles and workflows on a visual builder to standardize processes

    Learn to build visual life cycles and workflows to systematize various ITSM practices. You can also automate service desk actions like updating fields, sending notifications, executing custom functions, and more across the life cycle.

  • Configure no-code and low-code automations across all major ITSM practices
    • Masterclass training 2022

    • 00:51:21

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    Configure no-code and low-code automations across all major ITSM practices

    Learn to craft simple and effective no-code automations to classify tickets, assign technicians, perform condition-based actions, streamline communication, and more. Explore the AI capabilities of Zia, our AI-enabled assistant, to predict ticket parameters and automate actions intelligently.

  • Configure no-code and low-code automations across all major ITSM practices
    • Masterclass training 2022

    • 01:02:22

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    Configure no-code and low-code automations across all major ITSM practices

    Learn to craft simple and effective no-code automations to classify tickets, assign technicians, perform condition-based actions, streamline communication, and more. Explore the AI capabilities of Zia, our AI-enabled assistant, to predict ticket parameters and automate actions intelligently.

  • Design and create dynamic templates with ServiceDesk Plus Cloud
    • Masterclass training 2022

    • 01:02:22

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    Design and create dynamic templates with ServiceDesk Plus Cloud

    Learn how to create custom templates to manage various ITSM practices with ServiceDesk Plus Cloud. Add flexibility to your templates using field and form rules, and gather precise information, connect automations, loop in the relevant stakeholders, and more.

  • Design and create dynamic templates with ServiceDesk Plus
    • Masterclass training 2022

    • 00:49:13

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    Design and create dynamic templates with ServiceDesk Plus

    Learn how to create custom templates to manage various ITSM practices with ServiceDesk Plus. Add flexibility to your templates using field and form rules, and gather precise information, connect automations, loop in the relevant stakeholders, and more.

  • Build a unified enterprise self-service portal with ServiceDesk Plus
    • Masterclass training 2022

    • 00:43:37

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    6 ways to implement efficient incident management for hybrid work

    Learn how IT service desk teams can use ServiceDesk Plus to respond swiftly to incidents and speed up the ticket resolution process in a hybrid work environment.

  • Delivering exceptional IT services in a hybrid work environment
    • Masterclass training 2022

    • 00:47:25

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    Delivering exceptional IT services in a hybrid work environment

    Learn how IT service desk teams can use ServiceDesk Plus Cloud to personalize their service catalog to their organization's needs and optimize their service management process for employees operating in a hybrid environment.

  • Delivering exceptional IT services in a hybrid work environment
    • Masterclass training 2022

    • 00:47:25

    Play Video

    Delivering exceptional IT services in a hybrid work environment

    Learn how IT service desk teams can use ServiceDesk Plus to personalize their service catalog to their organization's needs and optimize their service management process for employees operating in a hybrid environment.

  • Perfecting the change enablement process
    • Masterclass training 2022

    • 00:58:16

    Play Video

    Perfecting the change enablement process

    In this episode, we'll understand the different facets of an efficient change enablement process, right from automating various components to leveraging the visual workflow builder to develop effective and coordinated change workflows with ServiceDesk Plus.

  • Perfecting the change enablement process
    • Masterclass training 2022

    • 00:47:21

    Play Video

    Perfecting the change enablement process

    In this episode, we'll understand the different facets of an efficient change enablement process, right from automating various components to leveraging the visual workflow builder to develop effective and coordinated change workflows with ServiceDesk Plus.

  • Building a resilient IT asset management process for hybrid workplaces
    • Masterclass training 2022

    • 00:46:24

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    Building a resilient IT asset management process for hybrid workplaces

    In this episode we discuss how to streamline the asset management process in a hybrid work environment with ServiceDesk Plus.

  • Building a resilient IT asset management process for hybrid workplaces
    • Masterclass training 2022

    • 00:47:52

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    Building a resilient IT asset management process for hybrid workplaces

    In this episode we unveil the all new asset life cycle workflow builder and discuss how to streamline the asset management process in a hybrid work environment with ServiceDesk Plus Cloud.

  • ServiceDesk Plus On-premises: Introducing new features
    • Masterclass training 2022

    • 00:43:44

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    ServiceDesk Plus On-premises: Introducing new features

    In this episode we'll check out all the new features and key enhancements released in ServiceDesk Plus in the last 6 months. Learn how features like space management, Asset Replenishment, and Zoho Charts integration can help you enhance your IT service delivery.

  • ServiceDesk Plus Cloud: Introducing new features
    • Masterclass training 2022

    • 00:55:31

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    ServiceDesk Plus Cloud: Introducing new features

    In this episode we'll check out all the new features and key enhancements released in ServiceDesk Plus Cloud in the last six months. Learn how features like Asset Life Cycle, report widgets, and space management can help you enhance your IT service delivery.

  • Microsoft Teams Integration
    • How-to videos

    • 00:16:43

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    Microsoft Teams Integration with ServiceDesk Plus

    Learn how to configure MicrosoftTeams with ServiceDesk Plus, and leverage the collaboration app from Microsoft as an additional channel for IT and enterprise support.

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  • What's new in ServiceDesk Plus Cloud's UI?
    • ServiceDesk Plus tutorials

    • 00:34:41

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    What's new in ServiceDesk Plus Cloud's UI?

    Introducing the all-new UI of ServiceDesk Plus Cloud. A refreshing new look for your service desk, Kanban for an efficient ticket queue, powerful dashboards for easy access to information, an adaptive servicedesk layout and more.

  • Import users into help desk CSV
    • How-to videos

    • 00:01:49

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    How to import users into ServiceDesk Plus from a CSV file

    Watch this video to learn how to import users into ServiceDesk Plus from a CSV file.

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  • Import users into help desk LDAP
    • How-to videos

    • 00:01:53

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    How to import users into ServiceDesk Plus from LDAP

    In this video, we'll see how to import users from LDAP.

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  • Custom helpdesk email notifications
    • How-to videos

    • 00:02:43

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    How to send custom email notifications to users in ServiceDesk Plus

    Learn how to send custom email notifications to users in ServiceDesk Plus.

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  • Publish announcements to end users
    • How-to videos

    • 00:01:05

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    How to publish announcements to your end users in ServiceDesk Plus

    In this video, you will learn how to publish announcements to end users and technicians.

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  • Auto assign helpdesk tickets
    • How-to videos

    • 00:01:48

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    How to automatically assign incoming tickets to your technicians in ServiceDesk Plus

    In this video, you will learn how to automatically assign tickets to technicians.

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  • Upgrade service desk software
    • How-to videos

    • 00:02:14

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    How to upgrade to the latest build of ServiceDesk Plus (for Windows)

    In this video, you will learn how to upgrade to the latest build of ServiceDesk Plus.

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  • Restore help desk data
    • How-to videos

    • 00:02:05

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    How to restore your data in ServiceDesk Plus (for Windows)

    In this video, you will learn how to restore your backed up data into ServiceDesk Plus.

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  • Trimmed help desk data backup
    • How-to videos

    • 00:01:25

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    How to take trimmed back up of your data in ServiceDesk Plus (for Windows)

    In this video, you will learn how to take trimmed back up of your data in ServiceDesk Plus.

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  • Update request status
    • How-to videos

    • 00:01:28

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    How to update a request's status with the scheduler in ServiceDesk Plus

    In this video, you will learn how to update a request's status with the scheduler in ServiceDesk Plus.

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  • Ticket time elapsed analysis
    • How-to videos

    • 00:01:23

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    Keep track of your requests with Time Elapsed Analysis in ServiceDesk Plus

    In this video, you will learn how to keep track of your requests with Time Elapsed Analysis in ServiceDesk Plus.

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  • Apply mail server certificate
    • How-to videos

    • 00:03:43

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    Applying mail server's certificate in ServiceDesk Plus

    In this video, you will learn how to Apply mail server's certificate in ServiceDesk Plus.

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  • Integrate help desk with desktop management software
    • How-to videos

    • 00:02:37

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    How to integrate ServiceDesk Plus with Endpoint Central (formerly Desktop Central)

    In this video, you will learn how to integrate ServiceDesk Plus with Endpoint Central.

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  • Integrate help desk with network monitoring software
    • How-to videos

    • 00:03:11

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    How to integrate ServiceDesk Plus with OpManager

    In this video, you will learn how to integrate ServiceDesk Plus with OpManager.

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  • Reset help desk administrator password
    • How-to videos

    • 00:01:54

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    How to reset administrator password in ServiceDesk Plus

    In this video, you will learn how to reset administrator password in ServiceDesk Plus.

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  • Backup help desk data
    • How-to videos

    • 00:01:26

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    How to back up your data in ServiceDesk Plus (for Windows)

    In this video, you will learn how to back up your data in ServiceDesk Plus.

    View transcript
  • ITSM resource management
    • ServiceDesk Plus tutorials

    • 00:29:08

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    What's new in ServiceDesk Plus 11.1

    Learn how resource management helps you distribute tasks among your techs; add images to your service templates; customize your application pages by user, and much more.

  • SDP overview demo
    • ServiceDesk Plus tutorials

    • 1:17:12

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    ServiceDesk Plus overview demo

    ServiceDesk Plus is an IT service management software that helps organizations streamline their ticketing, and manage their IT efficiently, ensuring there's minimal downtime and top-notch IT service delivery.

  • IT hardware asset management
    • ServiceDesk Plus tutorials

    • 00:08:47

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    Introduction to Hardware Asset Management

    Using hardware asset management in ServiceDesk Plus, organizations can now track and manage all their IT and non-IT assets in one place.

  • ITIL release management software
    • ServiceDesk Plus tutorials

    • 00:10:15

    Play Video

    Introduction to Release Management in ServiceDesk Plus Cloud

    Learn how to build, test, and deliver IT software releases with minimal risks and greater transparency using Release Management.

  • Enterprise IT service desk management
    • ServiceDesk Plus tutorials

    • 00:53:14

    Play Video

    The Rapid-start Enterprise Service Desk

    Start providing IT-quality support to all your departments, in under 60 seconds, with our new rapid-start Enterprise Service Management (ESM)

  • Steps to configure change management
    • ServiceDesk Plus tutorials

    • 00:06:50

    Play Video

    How to configure an effective change management process

    In this video, we'll go over configurations that are key to implementing an effective change management process in ServiceDesk Plus.

  • Six stages of change management process
    • ServiceDesk Plus tutorials

    • 00:08:53

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    The six stages of change management process in ServiceDesk Plus

    In this video, we're going to take a deep dive into the six-stage change management process in ServiceDesk Plus.

  • Steps to configure incident management
    • ServiceDesk Plus tutorials

    • 00:08:12

    Play Video

    How to configure an effective incident management process

    This video helps administrators understand the key admin configurations required to set up an effective incident management process in ServiceDesk Plus.

  • Steps to configure field and form rules
    • ServiceDesk Plus tutorials

    • 00:07:12

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    How to configure field and form rules in ServiceDesk Plus request management module

    This video helps administrators understand what field and form rules are and how to configure them for better service management.

  • Request life cycle (RLC)
    • ServiceDesk Plus tutorials

    • 00:11:25

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    Request Life Cycle (RLC) in ServiceDesk Plus Cloud

    With Request Life Cycle, administrators can predefine a set of statuses each ticket goes through, as well as specify conditions and actions for each status change.

  • Steps to configure knowledge management
    • ServiceDesk Plus tutorials

    • 00:08:04

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    How to configure an effective knowledge management process

    This video helps administrators understand the key configurations and best practices that are important for setting up an effective knowledge management process in ServiceDesk Plus.

  • Steps to configure ITSM process
    • ServiceDesk Plus tutorials

    • 00:07:56

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    How to configure an effective service request management process

    This video helps administrators understand the key admin configurations needed to set up an effective service management process in ServiceDesk Plus.

  • Virtual IT help desk support
    • ServiceDesk Plus tutorials

    • 00:15:35

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    Setting up Zia, your service desk's conversational virtual IT support agent

    The cloud version of ServiceDesk Plus now comes with your own virtual support agent, #Zia, who can be the first point of contact for your service desk.

  • Cloud request life cycle (RLC)
    • ServiceDesk Plus tutorials

    • 00:35:15

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    How to configure Request Life Cycle (RLC) in ServiceDesk Plus Cloud

    Request Life Cycle(RLC) lets you design the complete life cycle of a ticket visually using a simple, drag and drop canvas.

  • IT request life cycle management
    • ServiceDesk Plus tutorials

    • 00:43:49

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    Introduction to Request Life Cycle in ServiceDesk Plus 10

    Break down the life cycle of a request into various statuses and transitions, i.e., conditional actions required to move from one status to another.

  • Enterprise service desk
    • ServiceDesk Plus tutorials

    • 00:08:49

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    Introduction to Enterprise Service Management (ESM) in ServiceDesk Plus

    Enterprise service management (ESM) focuses on setting up individual service desks across IT and non-IT business functions.

  • Request life cycle (RLC) Cloud
    • ServiceDesk Plus tutorials

    • 00:06:54

    Play Video

    Request Life Cycle (RLC) in ServiceDesk Plus

    With Request Life Cycle, administrators can predefine a set of statuses each ticket goes through, as well as specify conditions and actions for each status change.

  • CMDB for service desk Cloud
    • ServiceDesk Plus tutorials

    • 00:09:25

    Play Video

    CMDB in ServiceDesk Plus Cloud

    The CMDB allows service desk teams to define CIs specific to the organization and track their relationship.

  • ITIL change management software
    • ServiceDesk Plus tutorials

    • 00:10:31

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    The enhanced change management module in ServiceDesk Plus

    IT teams now have access to a visual change workflow builder, change templates, and change roles.

  • Enterprise service management
    • ServiceDesk Plus tutorials

    • 00:05:43

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    Enterprise Service Management (ESM) in ServiceDesk Plus

    Enterprise service management (ESM) focuses on setting up individual service desks across IT and non-IT business functions.

  • ITIL service catalog management
    • ServiceDesk Plus tutorials

    • 00:17:38

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    Service catalog management with ServiceDesk Plus

    In this video, you will learn about service categories, service request templates, user groups, service request workflow, SLAs and so on.

  • Hardware asset management
    • ServiceDesk Plus tutorials

    • 00:21:11

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    Hardware asset management with ServiceDesk Plus

    In this video, you will learn about hardware asset discovery/scanning techniques, product & product type, assigning assets to end users, distributed asset scan, remote control and so on.

  • ServiceDesk Plus Cloud software
    • ServiceDesk Plus tutorials

    • 00:04:06

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    Getting started with ServiceDesk Plus Cloud - Part I

    In this video you will learn how to import end users, configure requesters and connect the mailbox.

  • Online service desk software
    • ServiceDesk Plus tutorials

    • 00:04:59

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    Getting started with ServiceDesk Plus Cloud - Part II

    This video series will help you get the most out of ServiceDesk Plus Cloud.

  • ITIL change management software
    • ServiceDesk Plus tutorials

    • 00:24:20

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    Change management with ServiceDesk Plus

    In this video, you will learn about admin configurations for change management process, change workflows and templates, change lifecycle, emergency change and so on.

  • ITIL incident management cloud
    • ServiceDesk Plus tutorials

    • 00:13:40

    Play Video

    Incident management with ServiceDesk Plus Cloud - Part I

    In this video you will learn how to configure help desk customizations, custom request templates, requester view, tasks, help desk automations and so on.

  • Online incident management software
    • ServiceDesk Plus tutorials

    • 00:09:01

    Play Video

    Incident management with ServiceDesk Plus Cloud - Part II

    In this video you will learn about life cycle of a ticket in ServiceDesk Plus, solutions for end users, creating a request, working on a request, help desk dashboard & reports and so on.

  • IT self service portal
    • ServiceDesk Plus tutorials

    • 00:03:03

    Play Video

    Self service portal in ServiceDesk Plus Cloud

    In this video you will learn about the self service capabilities in ServiceDesk Plus like, searching for solutions, creating a request, knowledge base and so on.

  • IT knowledge management
    • ServiceDesk Plus tutorials

    • 00:02:07

    Play Video

    Solutions/knowledge base in ServiceDesk Plus Cloud

    In this video you will learn about creating a knowledge base article, role based access to articles, approvals, custom knowledge base topics and so on.

  • ITIL problem management
    • ServiceDesk Plus tutorials

    • 00:04:07

    Play Video

    Problem management with ServiceDesk Plus Cloud

    In this video you will learn about creating & handling problems, associating incidents with problems, convert incidents into problems, problem reports & dashboards and so on.

  • ITIL change management software
    • ServiceDesk Plus tutorials

    • 00:04:55

    Play Video

    Change management with ServiceDesk Plus Cloud

    In this video you will learn about creating & handling an IT change, change recommendations & approvals, change reports & dashboards and so on.

  • Online asset management software
    • ServiceDesk Plus tutorials

    • 00:09:12

    Play Video

    Asset management with ServiceDesk Plus Cloud

    In this video you will learn about configuring probes for asset discovery, software asset management, software license, license agreement and so on.

  • Cloud ITIL CMDB
    • ServiceDesk Plus tutorials

    • 00:28:54

    Play Video

    CMDB in ServiceDesk Plus Cloud

    Allow service desk teams to define CIs and track the relationships between them.

  • ITIL release management best practices
    • ServiceDesk Plus tutorials

    • 00:34:31

    Play Video

    Release Management in ServiceDesk Plus Cloud

    In this webinar, we will go over how Release Management in ServiceDesk Plus can help organizations to implement successful IT releases in tandem with change management offering transparency and centralized control.

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