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 2. Managing Incidents and Problems

Unless we are living in a perfect world, disruptions will happen. Successful teams expect this and plan to deal with them proactively. A process, therefore, should be established to manage these disruptions and to avoid them, at early stages and not as an afterthought. This makes Incident and Problem Management critical for any customer-focused organization. Once we have working Incident and Problem Management processes, there will be fewer breaches in SLAs, resulting in more satisfied customers.

This chapter covers the purpose, objective, and scope of Incident and Problem Management (IPM) and will help the reader in setting up the process activities and interfaces for having a standard IPM process in their team, division, or organization. The topics covered in this chapter are:

  • Purpose, objective, and scope of Incident and Problem Management (IPM) processes

  • Prerequisites

  • Process flow

  • Roles and responsibilities of the service desk in IPM processes

  • Risks...