Book Image

ServiceDesk Plus 8.x Essentials

By : Ankush Agarwal
Book Image

ServiceDesk Plus 8.x Essentials

By: Ankush Agarwal

Overview of this book

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 (13 chapters)
ServiceDesk Plus 8.x Essential
About the Author
About the Reviewer

Chapter 1. Conceptualizing IT Service Management

This first chapter is intended to focus on certain ITIL concepts while clarifying the differences between some of frequently misinterpreted terms.

Before imparting on the journey to understand how ServiceDesk Plus helps in managing IT services, let's have a common understanding of some terminologies which are commonly used but often misinterpreted. Terms such as Problem Management, Release Management, SLA, IT Process, and so, have now moved from the geek dictionary to common IT lingo. While this outspread has helped Service Management gain more focus and acceptance, it has also established the need for having a clear definition of such terms.

ITIL® has successfully provided a platform for this. The Information Technology Infrastructure Library (ITIL) is a set of practices for IT Service Management (ITSM) that focuses on aligning IT services with the needs of business. It is a practical approach for planning and delivering IT services to the business and also provides a common ground for various IT service-related terms. ITIL, being the most widely adopted approach, also provides the framework for many of the IT Service Management software and tools. ServiceDesk Plus is a popular example of such software, which helps to comprehensively manage IT assets and services.

In the following chapters, we'll see how to best manage ITIL based processes and services using ServiceDesk Plus. However, to make the best use of this book, which elaborates the services of the ServiceDesk Plus software, it is imperative to first understand some of the IT service concepts.

Please note that all terms used in this book are as defined in the official ITIL publications.