Documentation forService Desk

Implementation Checklist

Overview

The following checklist guides administrators through the initial setup and configuration process. Use the checklist in conjunction with the Administrator Setup Guide to ensure you have the best setup process experience.

Foundational Building Blocks

The following setup items are the foundational building blocks of Service Desk. You must first accomplish the tasks listed below before you can start using Service Deskto its full potential!

  • Organization

    • Set default time zone
    • Set default language
    • Set Sites and Departments
    • Set Business Hours
  • Users & Access
    • Users
    • Groups
    • Queues
    • Roles
    • Single Sign-On

Structures and Workflows

After the foundation of your Service Desk account is built, go through the following setup items to add structure and flow to align your Service Desk with your organization.

  • Service Desk
    • Email Settings
    • Categories
    • Custom States

    • Custom Forms

    • Custom Fields

    • Domain Management
  • CMDB
    • CI Types
    • Dependencies
  • Service Portal
  • Automations
  • Integrations
  • Discovery