Training Services

Training and consulting for HelpMaster, ITSM and Knowledge Management

PRD Software offers a comprehensive range of training courses to assist staff and clients with the implementation and on-going maintenance and configuration of HelpMaster.  Our training is flexible enough to accommodate delivery on site at your convenience to reduce time spent away from work by staff.


  • HelpMaster overview
  • HelpMaster desktop fundamentals 1
  • HelpMaster desktop fundamentals 2
  • HelpMaster administrator   
  • Template design for a smarter helpdesk
  • Workflow and Process design
  • Knowledge Management
  • Email response management – using the Email Manager for email to ticket conversion
  • Escalations, SLA and workflow – using the Priority Manager
  • Web and web self-service – using the HelpMaster web interface
  • The HelpMaster database and Microsoft SQL Server
  • Custom reporting writing for HelpMaster using Crystal Reports, Excel and other reporting tools
  • Upgrading and maintaining your HelpMaster installation and configuration
  • Service management and ITSM best practice

 Download the training course outline to see further details about each training course.

In-house training package

Bring your training in house with our In House Training package. We will skill up your trainer enabling them to deliver HelpMaster training as required and to as many staff as needed. The In House Training package includes the rights to reproduce the training material for internal use.

On-site, or via the web

Our training can be delivered on-site, or via the web - it's up to you.  Many HelpMaster users find that our web training via TeamViewer is a convenient and cost-effective way to learn about HelpMaster, without the need to leave your computer.  Our web-based training is perfect for those who have time constraints and want to break up the training over seveal days, or weeks.  We are completely flexible, and will work to your time schedule - just let us know what works for you.

Your training, your way

Each organization is different, and you may opt to have the training manuals customized to meet your specific workflows and configurations.  This approach is highly effective in delivering rapid staff productivity. 

For additional information or to make a booking please contact us. Our training manager will contact you within a few days to discuss your needs.

Get ITIL Training

Are you looking to align your service delivery with the ITIL framework?

HelpMaster supports the major service-related principles of ITIL such as:

  • Incident management
  • Problem management
  • Change management

Learn how each one of these important ITIL disciplines can transform your helpdesk operations.  You will learn how to increase the efficiency of your service desk, raise satisfaction with your clients and fully maximise the template-driven power of HelpMaster.

If you would like to receive on-site HelpMaster training specifically tailored to your operating environment, please contact PRD Software.

For further information about ITIL, refer to one of these sites