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ManageEngine® Facilities Desk Training
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This training is designed to equip users with the knowledge to work with Facilities Desk. In this training, you will learn about the best practices that helps you get started with Facilities Desk.

The during of the course is two days, with a seven-hour session each day. The duration can be extended subject to consultation and implementation needs if any.

Course Objectives Who Should Attend Course Agenda

Course Agenda

Introduction to FacilitiesDesk

  • FacilitiesDesk Overview
  • Benefits of FacilitiesDesk
  • Import requestors
  • Define Support Staff Roles
  • Creating Supervisors

Implementing FacilitiesDesk 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

Maintenance Management

  • Request Tracking
  • Automate with Business Rules
  • Request Escalation using SLA
  • Queues
  • Configure Notifications
  • Time-Tracking

Move Management

  • Initiate Move Request
  • Plan the Move
  • Post Implementation Review

Resources Management

  • Discover Resources
  • Resources Relationships

Typical Helpdesk Workflows

  • User calling in
  • Self-Service Portal
  • Email

Knowledge Base

  • Solutions Database
  • Public and Private solutions

Self Service Portal

  • Creating a New Request
  • Checking Status of previous Requests
  • Searching Solutions
  • Updating Contact Details
  • Announcements

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

Survey

  • Define Survey and satisfaction levels

Reports

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

Periodic Backups

  • Configure and schedule Backups

Appendix

  • Mistakes that can be averted
  • Tips to Troubleshoot
  • Useful Links
 
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