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 the purpose, objective, and scope of Incident and Problem Management

So, why are Incident Management and Problem Management different processes? Are all service requests incidents? Is a planned downtime within the scope of Incident Management? We shall answer these questions before proceeding.

Understanding Incident Management

An incident is defined as any unplanned interruption to an IT Service or reduction in the quality of an IT Service. Failure of a configuration item that has not yet impacted service is also an incident. Hence, any planned downtime will not be qualified as an incident, but failure of a disk from a mirror set, which might not have impacted service yet, will be an incident. Incident Management, therefore, is the process for dealing with all incidents.

The primary goal of the Incident Management process is to restore normal service operation (as defined to be within SLA limits) as quickly as possible and to minimize the adverse impact on business operations...