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

Differentiating between Service Portfolio and Service Catalog

This is another example of terms often used interchangeably. However, ITIL clarifies that the Service Catalog lists only live IT services but Service Portfolio is a bigger set including services in the pipeline and retired services as well. Service Catalog contains information about two types of IT services:

  • Customer-facing services (referred to as Business Service Category) and

  • Supporting services, with the complexities hidden from the business (referred to as IT Service Category)

ServiceDesk Plus plays a vital role in managing the ways in which these services are exposed to users. The software provides a simple and effective interface to browse through the services and monitor their status. Users can also request for availing these services from within the module.

The Service Catalog can also be accessed from the Admin tab, by clicking on Service Catalog under the Helpdesk block. The page lists the configured service categories and can be used to Add Service Category, Manage the service items, and Add Service under each category.

Deleting a Service Category

Deletion of an existing Service Category should be done with care. Here are the steps:

  1. Select Service Categories from Manage dropdown.

  2. A window with Service Categories List will open.

  3. Select the check box next to the Service Category to be deleted and then press the Delete button on the interface.

  4. A confirmation box will appear and on confirmation, the Service Category will be processed for deletion.


If the concerned Service Category is in use by a module, then it will be grayed out and the category will be unavailable for further usage. To bring it back into usage, click on the edit icon next to the category name and uncheck the box for Service not for further usage in the new window.

The following two options under the Manage dropdown provide additional features for the customization of service request forms:

  • Additional Fields: This can be used to capture additional details about the service apart from the predefined fields

  • Service Level Agreements: This can be used to configure Service Based SLAs