TOPdesk Advanced

To take advantage of all that TOPdesk has to offer you can follow the advanced courses.

Work methods

During the training 'learning by doing' remains a central theme. The instructor covers the functionalities of TOPdesk step by step. After each step participants are given the time to work with a case. At the end of the training day every participant receives a certificate. 


TOPdesk Application management

Results

You can install TOPdesk, change the layout and carry out maintenance. You understand how TOPdesk supports your IT management processes. You can adjust the layout and authorisation management of TOPdesk to suit your organisation.

Who is it for?

For functional, application and technical managers (supervisors) of TOPdesk lite and TOPdesk Professional IS and ES, in both the Windows and Web interfaces. A basic knowledge of TOPdesk is required, as is a thorough knowledge of IT management.

 

Set program

  • Server and client installation and update
  • Create users and set up authorisation
  • Create and set up operator (groups)
  • Clean up database (automatic)
  • Install Remote management
  • Basic layout of Incident and Configuration management
  • Create, rename and hide fields; set up as mandatory
  • Layout of Categorisation management and searchlists

Optional topics
  • Set up (email) notification
  • Track audit trail
  • Use and set up overviews
  • Upload Photo module and files via Web interface
  • Define services and confirm contracts with the SLA module
  • Create free fields
  • Archive manually and automatically
  • Export data eg. to Excel
  • TOPdesk Self Service Help Desk; log incidents
  • Layout of Categorisation management and searchlists

Reporting with TOPdesk

Result

You can determine aims and know how to make these specific, measurable, acceptable, realistic and time dependent. You can set up (critical) performance indicators and know which TOPdesk reports to use to measure KPIs and reach your aims. You can independently produce and interpret these reports. You can gain insight into the way the layout of TOPdesk influences the way the IT organisation is managed.

Who is it for?

This course is intended for managers and IT coordinators who use TOPdesk to administrate the IT management organisation. A general knowlege of TOPdesk and knowledge of IT management at an ITIL foundation level is required.

Work method

For the practical component you can use your own database or a special demonstration database. The emphasis lies on Incident management. Upon completion every participant receives a certificate.

Program

Morning: theory component

  • Input and output of the processes
  • Measure the (critical) performance indicators
  • Adjust to meet aims
  • Reporting options

Afternoon: practical component

  • Determine aims and ITIL processes for organisation
  • Draw up performance indicators for organisation
  • Examine reports and form conclusions
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