ServiceDesk Plus 8.x Essentials

A kick-start guide to implement and administer IT Service Management processes with ServiceDesk Plus

ServiceDesk Plus 8.x Essentials

Ankush Agarwal

A kick-start guide to implement and administer IT Service Management processes with ServiceDesk Plus
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Book Details

ISBN 139781849696647
Paperback114 pages

Book Description

IT service management (ITSM) refers to the implementation and management of quality IT services that meet the needs of your business. ServiceDesk Plus is an integrated web-based helpdesk tool that assists you in planning, setting up, and achieving the timely execution of IT services efficiently.

ServiceDesk Plus 8.x Essentials is a practical, hands-on guide that walks you through the features of ServiceDesk Plus 8.x to help you set up and manage day-to-day IT services. The book also helps you to understand and practice the ITIL methodologies while using the tool for daily operations.

ServiceDesk Plus 8.x Essentials conceptualizes the ITIL framework and takes you through the core processes and their implementation in ServiceDesk Plus 8.x in an easy and practical manner.

The book will also help you to learn the process flows and manage incidents, problems, assets, and configurations while understanding the scope and responsibilities of the helpdesk. It also takes you through controlling changes and releases and highlights the features of the tools. If you need a concise handbook for a complete understanding of the metrics, challenges and risks of ITSM, then you have found the right book.

With ServiceDesk Plus 8.x Essentials, you will learn everything you need to know to administer and manage IT services using ServiceDesk Plus, while making ITIL concepts practical and fun.

Table of Contents

Chapter 1: Conceptualizing IT Service Management
Understanding IT Service Management (ITSM)
Differentiating between process and function
Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
Differentiating between Service Portfolio and Service Catalog
Summary
Chapter 2: Managing Incidents and Problems
Understanding the purpose, objective, and scope of Incident and Problem Management
Stipulating the requirements for Incident and Problem Management
Understanding the IPM process flow
Establishing the roles and responsibilities of ServiceDesk Plus
Assessing risks and identifying metrics
Summary
Chapter 3: Managing Assets and Configuration
Understanding the purpose, objective, and scope of IT Service Asset and Configuration Management (SACM)
Managing assets via Configuration Management Database (CMDB)
Managing Software Assets
Managing purchase orders
Managing contracts
Summary
Chapter 4: Controlling Changes and Releases
Understanding the purpose, objective, and scope of Change and Release Management
Understanding the process flow
Establishing the roles and responsibilities of the service desk
Assessing risks and identifying metrics
Summary
Chapter 5: Service Desk – Where the Value Is Realized
Service desk – the visible face of the business
Establishing the critical roles and responsibilities
Understanding the value-adding responsibilities
Understanding the challenges, critical success factors, and risks
Summary
Chapter 6: Making Life Easier – Handy Features
Revisiting the knowledge base
Using the remote control
Controlling with e-mail commands
Archiving data for housekeeping
Conducting user surveys
Summary

What You Will Learn

  • Get to grips with the prerequisites and process flows for managing helpdesk activities
  • Set up ITIL processes easily and quickly in your team/organization
  • Understand the purpose, objective, and scope of the core processes
  • Discover and manage IT assets, purchase orders, and contracts
  • Control changes and deploy successful releases
  • Manage the Knowledge base, create reports, and schedule backups
  • Resolve incidents quickly and minimize adverse impact, while avoiding the recurrence of issues
  • Meet the challenges and minimize risks in maintaining a successful service desk

Authors

Table of Contents

Chapter 1: Conceptualizing IT Service Management
Understanding IT Service Management (ITSM)
Differentiating between process and function
Differentiating between Service Level Agreement (SLA) and Operational Level Agreement (OLA)
Differentiating between Service Portfolio and Service Catalog
Summary
Chapter 2: Managing Incidents and Problems
Understanding the purpose, objective, and scope of Incident and Problem Management
Stipulating the requirements for Incident and Problem Management
Understanding the IPM process flow
Establishing the roles and responsibilities of ServiceDesk Plus
Assessing risks and identifying metrics
Summary
Chapter 3: Managing Assets and Configuration
Understanding the purpose, objective, and scope of IT Service Asset and Configuration Management (SACM)
Managing assets via Configuration Management Database (CMDB)
Managing Software Assets
Managing purchase orders
Managing contracts
Summary
Chapter 4: Controlling Changes and Releases
Understanding the purpose, objective, and scope of Change and Release Management
Understanding the process flow
Establishing the roles and responsibilities of the service desk
Assessing risks and identifying metrics
Summary
Chapter 5: Service Desk – Where the Value Is Realized
Service desk – the visible face of the business
Establishing the critical roles and responsibilities
Understanding the value-adding responsibilities
Understanding the challenges, critical success factors, and risks
Summary
Chapter 6: Making Life Easier – Handy Features
Revisiting the knowledge base
Using the remote control
Controlling with e-mail commands
Archiving data for housekeeping
Conducting user surveys
Summary

Book Details

ISBN 139781849696647
Paperback114 pages
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