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

Understanding IT Service Management (ITSM)

The success of ITSM lies in putting the customer first. ITSM suggests designing all processes to provide value to customers by facilitating the outcomes they want, without the ownership of specific costs and risks. This quality service is provided through a set of the organization's own resources and capabilities.

The capabilities of an IT service organization generally lie with its people, process, or technology. While people and technology could be found in the market, the organizational processes need to be defined, developed, and often customized within the organization. The processes mature with the organization, and hence need to be given extra focus. Release Management, Incident Management, and so on, are some of the commonly heard ITSM processes.

It's easy to confuse these with functions, which as per ITIL, has a different meaning associated with it. Many of us do not associate different meanings for many similar terms. Here are some examples:

  • Incident Management versus Problem Management (See Chapter 2, Managing Incidents and Problems)

  • Change Management versus Release Management (See Chapter 4, Controlling Changes and Releases)

  • Service Level Agreement (SLA) versus Operational Level Agreement (OLA)

  • Service Portfolio versus Service Catalog

This book will strive to bring out the fine differences between such terms, as and when we formally introduce them. This should make the concepts clear while avoiding any confusion.

So, let us first see the difference between a process and a function.