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 IPM process flow

Now that we understand the prerequisites for setting up the Incident and Problem Management processes, we can move to the process flows required to implement them.

Implementing the Incident Management process flow

A typical incident flow is shown here. Let's see how ServiceDesk Plus makes managing these critical processes easy and effective, in the following diagram:

Step 1 – identifying and logging incidents

The notification of an incident could be received from:

  • Event Management

  • Web interface

  • User, via phone call, e-mail, and so on

  • Technical staff

The incident could be quickly logged into the system from the ServiceDesk Plus homepage itself using any of the following methods:

  1. Using the Quick Create - New Incident section.


    The Quick Create section could be enabled or disabled from:

    Admin | Self-Service Portal Settings | Quick Create Settings. Then select the radio button Yes or No, and Save.

  2. The incident could also be logged from the Requests tab, by clicking...